Return & refund policy
Free returns and exchanges, 30 days — no reason needed
If it isn’t right for your pet, send it back within 30 days of delivery for a full refund or a free exchange. You don’t have to tell us why. Changed your mind, wrong colour, no reason at all — it’s the same return, and we never ask you to justify it.
We pay the return shipping — we’ll email you a prepaid label, so it costs you nothing and there’s no address to hunt down. No restocking fees, ever.
Try the fit at home — that’s what the 30 days are for
You can’t tell whether a carrier is right for your pet without letting them get in it. So please do: set it down at home, open it up, let them climb in, and see whether they can sit, turn around, and settle. Trying the fit indoors does not void your return.
A little fur, a few paw prints, and the odd nose smudge are exactly what we expect to see on a returned carrier. Clean off what comes off easily and send it back — we’ll handle the rest.
What we need back
We don’t ask for a reason — we do need the gear back in resellable condition: undamaged, with its tags, parts, and original packaging. That is the only condition on a return.
What we can’t take back is gear that has been out in the world or is past cleaning:
- Taken on a trip, a hike, or a flight — a home fit test is a fit test; a weekend away is use.
- Torn, chewed, cracked, or otherwise damaged.
- Heavily soiled or holding an odour that doesn’t clean out.
- Missing its packaging, straps, pads, or other parts.
If you’re not sure which side of the line you’re on, send us a photo before you ship. We’d rather tell you up front than turn a return away.
How to start
- Start your return online — you’ll need your order number and the email you used at checkout. There’s a “why” box, but it’s optional. Have an account? Start from your orders with one click.
- We review it within 1–2 business days and email you a prepaid return label with the packing steps. Please don’t ship anything before that label arrives — it’s how we make sure the return reaches the right place and stays free for you.
- Drop it off with the carrier. Once they scan it, your return is in our hands.
Prefer email? Contact us at [email protected] with your order number and we’ll take it from there. We reply within 1 business day, Monday–Friday.
Exchanges
Need a different size or colour? Choose Exchange when you start your return and tell us what you’d like instead. We ship the replacement free, as soon as the carrier scans your return — you don’t wait for it to travel back to us first.
In a hurry? Order the replacement right away and return the original for a refund instead. Shipping is free in both directions either way.
Refunds
- We issue your refund as soon as the carrier scans your return, not weeks later when it reaches us. You shouldn’t be out of pocket while a parcel is in transit.
- Refunds go back to the original payment method — PayPal, or the card you paid with — for the full price paid.
- Shipping was free, so there’s nothing to deduct, and we don’t charge restocking fees.
- Your bank or PayPal typically posts the refund within 5–10 business days after we issue it.
Damaged, defective, or the wrong item
If your order turns up damaged, faulty, or simply isn’t what you ordered, that’s on us. Send a photo within 30 days and we’ll make it right with a free replacement or a full refund — including any shipping.
Not returnable
- Gear that has been used outside the home, damaged, or can’t be cleaned up (see above).
- Final-sale and clearance items.
- Gift cards.
