Returns

How we handle returns, refunds and exchanges:

Hopefully you're reading this prior to purchasing, so you can avoid having to return anything! Unlike big box stores, we really care about whether the items you purchased actually fit your dog the right way! We're here to help you get a great fit before making your purchase.

We have these safeguards in place to help you select the right size and if you don't, we can still try to catch size mistakes before orders are shipped:

1. size charts that are specific to each individual garment on each product's page

2. a page entirely dedicated to how to measure your dog accurately for the perfect fit every time

3. a place to enter your dog's weight and measurements on the order, so our fit expert can cross-check the size(s) ordered and if needed, swap sizes before shipping (only with customer's consent)

If a size mistake still somehow manages to slip through our fail-safe, here's what to do about getting it back to us so you can get a refund and order the correct size*

*Because our inventory is constantly changing, we don't offer exchanges. All returns are handled as refunds, so customers can order the correct size quickly, while it's still in stock.
  • Keep all packaging

    If you need to return anything, you can re-use the poly mailer or box. Also keep any interior branded packaging, as this is required for all returns

  • Leave the tags ON

    With the exception of manufacturing defect, items with tags removed and/or missing interior branded packaging are not eligible for return

  • Try it on your dog first

    Be sure the item fits before letting your dog actually wear it*. Worn items are not eligible for return

    *make sure your dog is clean, too! We charge 15% restock fee for smelly and/or hairy items

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  • Let us know immediately

    Returns need to be received by us no later than 14 days after your order was delivered. Email us and we will send a prepaid label (prepaid labels are $5 and deducted from refunds)

  • Remove all dog hair, inside & out

    If you don't have a lint roller, a piece of tape or a lint brush works well. Please don't make us vacuum dog sweaters. Hairy and/or smelly items are subject to a $5 cleaning fee, deducted from refund

  • If item has velcro, fasten securely before shipping

    Unfastened velcro tabs can scratch fabrics during shipping. Items that come back to us with damage due to unfastened velcro will be returned to sender

  • Re-use original packaging

    If you can, please ship items back in their original packaging. We don't care how the package looks, as long as the label is able to be scanned. We love recycling!

  • Put it in a fragrance-free area of your home or car

    If there's a smoker in your home, if you use scented candles, incense, oil diffusers, etc, please put the return in an airtight bag or an unscented area until you can take it to the post office

  • Take it to USPS

    If you know your postal carrier, you can hand it directly to them. But we recommend taking returns directly to USPS at the beginning of the day, so it will get back to us faster.

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  • Take 2 clear photos

    In the case of manufacturer's defect, we may have to send photos to our supplier. Please take one close-up of the defect and one showing where the defect is lcoated on the garment

  • Let us know immediately

    Please don't wait to let us know if an item arrives with a manufacturing defect OR fails within 30 days of normal use due to defective construction

  • We'll send a replacement

    Don't worry! If an item is found to be defective, we'll send a replacement (subject to availability) or refund (dependent on manufacturer's warranty)

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  • Keep the box or mailer

    In most cases, USPS and UPS will ask to see photos of the damaged package, so we'll need either clear photos or in some cases, we'll need the actual packaging

  • Let us know immediately

    We will need to file a shipping claim on your behalf so please let us know right away

  • We'll send a replacement

    Don't worry! We'll send a replacement to you (subject to availability) with a prepaid return label for the damaged item(s)

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  • Please be patient

    While most orders arrive in a few days, sometimes transit times can be longer. Hurricanes, floods, pandemics, terrorism, wildfires and holidays can lead to slow transit times. International customers: please allow 14-30 days for hold packages for weeks before releasing to local carriers

  • If tracking says it was not scanned in

    If you received a shipment notification but tracking doesn't show movement, please give it a few days. Carriers' tracking info is often incorrect, especially around holidays. Some holiday shipments fail to track until they're delivered! Others show up as delivered when they were not.

  • We do not have insider tracking information

    What you see is exactly the same as what we see. We don't have access to additional tools to track shipments--not even USPS or UPS customer service does! International customers: please check with your local postal office, as they often have information that USPS can't access

  • If you live in a multi-unit building

    If your mail is left in a common area or held by concierge and your order is showing as delivered but you didn't get it, please check with neighbors and/or front desk before reporting it to us

  • If you have a large family or roommates

    If you live with multiple people and your order is showing as delivered but you haven't received it, please check with all family members or roommates before reporting to us

  • If you live on a busy street and shipments are left on your porch or stoop

    If your order is showing as delivered but you didn't receive it, please check with your local post office before reporting it to us. This could signify mail theft

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  • If you live in a multi-unit building

    If your mail is left in a common area where it could be grabbed by someone else, please provide an alternate, more secure shipping address for your orders

  • If you live on a busy street and shipments are left on your porch or stoop

    If you live in an area with high foot traffic where carriers tend to leave packages on the porch or stoop, please provide an alternate, more secure shipping address for your orders

  • If your carrier leaves your mail out in the open

    Mail theft is everywhere now, so if carriers leave your packages in an unsecured area, we recommend getting a P.O. Box, a locking box for large packages or providing an alternate, more secure address on all orders

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RETURN POLICIES PER PRODUCT TYPE:

Click the tabs below to read return policies for all products in our store!

(these are also listed under product descriptions on each product's page)

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Apparel & Accessories

Unworn apparel with tags attached & with all original packaging can be returned within 7 days of delivery. Custom-ordered sizes are not eligible for return. Original shipping charge is non-refundable.

In the case of a manufacturing defect, we'll cover shipping and items can be sent back to us for replacement within 30 days of delivery.

Toys & Chews

Unused items with all original packaging can be returned within 7 days of delivery. Custom-ordered sizes are not eligible for return. Original shipping charge is non-refundable.

In the case of a manufacturing defect, items can be sent back for replacement within 30 days of delivery.

Food & Treats

Unopened products can be returned within 7 days of delivery for a full refund. Custom-ordered sizes are not eligible for return. Original shipping charge is non-refundable.

Grooming & Wellness

Unopened/unused products can be returned within 7 days of delivery for a full refund. Custom-ordered sizes are not eligible for return. Original shipping charge is non-refundable.

Inflatables

Unused equipment can be returned within 7 days of delivery. Custom-ordered sizes are not eligible for return. Original shipping charge is non-refundable.

In the case of a manufacturing defect, we'll cover shipping and items can be sent back to us for replacement within 30 days of delivery.

Harnesses

Unused harnesses with tags still attached may be returned for refund within 7 days of order delivery. Custom-ordered sizes are not eligible for return. Original shipping charge is non-refundable.

If your dog was left unattended with the harness and chewed through it, please visit 2Hounds Design's Chew Through Warranty program page for info on getting a replacement.

In the case of a manufacturing defect, we'll cover shipping and items can be sent back to us for replacement within 30 days of delivery.

Gift Cards

Gift Cards and balances on used cards are not eligible for refund