Refund policy

You may return new, unused items within 30 days of delivery for a full refund. Items should be returned with an explanation of problem (2″ too small, darker than color expected, etc) and desired action (refund, exchange, etc). Returns cannot be processed without this information. Please be sure to clearly mark “RMA- < your order number>” somewhere on the OUTSIDE of the package.

Exchanges for a different size are processed for only the cost of a second shipment ($4) and a payment of any price difference between the size ordered and the size exchanging for, but returns may be charged a restocking fee up to 20%. EXCHANGES CANNOT BE PROCESSED WITHOUT A SHIPPING FEE OF $4. This MUST be included as check or cash or your exchange will be treated as a return and charged a restocking fee.

Only collars that have not been worn and have not had tags removed may be returned. Absolutely no returns can be accepted on the following items:

Custom made leashes and collars (including ALL personalized, embroidered, engraved, or special-size items.)
Any item showing signs of wear or use. (If any fur or dirt is showing, we will not be able to process your return or exchange)
Personal items (dog treats, grooming brushes, etc)
Items delivered more than 30 days ago.
We reserve the right to deduct shipping charges from amount of refund if a returned order took advantage of our free shipping over $20 offer.
NO RETURNS OR EXCHANGES CAN BE ACCEPTED for Custom Collars, personalized collars, or breed martingales. Unauthorized returns of these items (which are made to order) will be charged a 30% restocking fee. All other items fitting requirements below are eligible for return and exchange.

Returns and exchanges may require up to 2 weeks for processing. This includes the transit time for us to receive your return (3-5 business days), time for us to process your return (3-5 business days), and time for your bank to process a refund (2-5 business days).

Ship to:
BigDogBoutique.com
336 Grant Street
Carthage, MO 64836