Returns are currently taking longer to process at this time due to slower than normal transit times in packages returning to our facility due to less trucks, less workers at UPS and USPS. We apologize for the inconvenience. We are working on processing returns as quickly as possible once they arrive to our facility.
Satisfaction GuaranteeIt is our mission to ensure that your dog.com shopping experience is simple and enjoyable.
30-Day Return PolicyIf you are not completely satisfied with an item, you may return it within 30 days from date received. Please note: item(s) must be new, unused, in original condition and box, including all parts, accessories, and packaging. You must contact us to obtain a Return Authorization Number (RA#) and shipping instructions. Include a copy of the original invoice with your return and write your RA# visibly on the outside of the shipping package and on the packing slip. Please tell us why you are returning our product, so that we can continue to improve our service. Returns that are shipped without an Return Authorization Number (RA#) may have processing delays up to 45 days and will be charged a 10% processing fee. There will be a 20% restock fee for any items returned dirty, traces of animal hair, missing parts or packaging, or if the product is deemed unsellable.
Return shipping costs are non-refundable, unless the item is being returned as a result of our error (damaged, defective, wrong item sent, etc.) For your protection, we encourage you to send your return prepaid via UPS or FedEx. We do not accept COD. Save your shipping receipt and tracking number for proof of return delivery. We are not responsible for return packages that are lost or damaged by the return shipping company.
When requesting a refund, your original credit card will be credited once your return is processed. If you paid by check, your account will be credited. If using a prepaid gift card such as Visa, Mastercard, or American Express, please retain to ensure proper credit.
Missing, Damaged, Defective or Incorrect Item Sent Return Policy
If an item is missing, damaged, defective, or incorrect, you must contact us by phone or email within 10 days upon receipt of the package so that our customer care specialists can explain what steps need to be taken. After 10 days, you must contact the manufacturer about defective or damaged merchandise.
Prescription Medications and Vaccine Policy
PRESCRIPTION MEDICATIONS AND VACCINES ARE NOT RETURNABLE. We are unable to accept returns for refund or exchange on any prescription items or vaccines. Federal and state regulations prohibit the return of these items except in the unlikely event they are subject to a manufacturer recall. In the event your items is received damaged, or any component of your items is missing, please contact our Help Center within 48 hours of receiving your order.
Service PolicyAt Dog.com, we are committed to providing you with competitive prices. Due to market changes, prices are subject to change without notice. Some products will be excluded from discounts due to manufacturer guidelines. All item(s) sold with a quantity discount and returned may be charged at the original sale price, if item(s) purchased fail to qualify for the quantity discount. If you have any questions, please contact us. We are not responsible for typographical errors or omissions. Due to circumstances beyond our control, all products may not be available all the time.
We will occasionally make our mailing list of names and addresses available to carefully selected companies whose products might be of interest to you. If you prefer not to receive such mailings, please contact us.
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Items may be subject to a 10% handling and restocking fee. Due to safety standards and other regulations, we cannot accept returns for the following categories: Pharmacy Items, Books, Computer Software, Bits, Undergarments, Food Items, Dewormer, Flea and Tick Topical Treatments, Special Orders (non-stock or large quantities of in-stock items), Discontinued Items, and other select products. Personalized items cannot be exchanged or returned unless there was an error on our part (damaged, defective, wrong item sent, etc.)
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