100% Customer Satisfaction Guarantee
At Dog.com, we are committed to providing you with the best possible experience. Ensuring that you and your dog are 100% satisfied with your purchase is one of our most important goals. If you’re not completely satisfied with your purchase, then you are more than welcome to return that purchase. Yes, that’s correct! If you are not 100% satisfied with your order, then you can return it for a refund or exchange. At Dog.com, we care about our customers and their tail-wagging best friends, and we stand behind both our customer’s satisfaction and the products we sell.
To better serve you - our customer, we offer a variety of Customer Service contact options: Learn More >
In addition to our friendly Customer Service staff, we also offer 24-7 online order status and tracking updates: Learn More >
30-Day Return PolicyIf you are not completely satisfied with an item, you may return it within 30 days from the date received.* The item must be in its original condition and include all parts, accessories and packaging. Call us at 1-888-809-0750 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.
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, Master card, American express, please retain to ensure proper credit. When exchanging an item, you will see a credit to your original pay method for the returned item and a charge for the new item, plus shipping and handling.
Missing, Damaged, Defective or Incorrect Item Sent Return PolicyIf an item is missing, damaged, defective or incorrect, you must contact us by phone or email within 30 days upon the receipt of the package so that our customer care specialists can explain what steps need to be taken. After 30 days, you must contact the manufacturer about defective or damaged merchandise.
||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: DVDs, CDs, Books, Maps, Computer Software, Undergarments, Food Items, Supplements, Dewormer, Flea and Tick Topical Treatments, Special Orders (non-stock or large quantities of in-stock items), Discontinued Items and other select products. All item(s) sold with a quantity discount and returned, may be charged at the original sale price if the item(s) purchased fail to qualify for the quantity discount. Personalized items cannot be exchanged or returned unless there was an error on our part (damaged, defective, wrong item sent, etc.)
Dog.com return policy does not apply to pet insurance plans provided by PetPartners, Inc., please review your policy documentation or call 877-738-7888 for more information.