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Returns, Exchanges, and Refunds

The Dawg Haus Pet Store does its best to provide 100% customer satisfaction with products sold. If, however, there is an issue with your order, please read the information below. You, the purchaser of the product, will be referred to as “customer”. Purchase of some products (but not limited to) such as holiday pet costumes, perishables are non refundable.

You received a damaged or incorrect product:

In the case that a customer reports a damaged or incorrect product, the customer will be required to submit photo evidence within 15 days of receiving the item. If the claim is approved, the supplier is responsible for paying the return shipping charges and for replacing or refunding the order. If the product packaging is damaged but the product itself is intact, the recipient must submit a claim to the shipping carrier directly.

The shipment was returned to the supplier due to an incorrect address:

In the case that a reshipment is required due to an address entry error on the customer’s end, this additional shipping cost will be covered by The Dawg Haus Pet Store.

Missing order:

In the case that a package is delivered (based on tracking number update) but the recipient(customer) claims that they did not receive the item, the recipient(customer) must submit a claim to the shipping carrier directly.

Late order:

In the case that the product has not been processed or shipped within the time frame agreed to by the supplier, and the customer wishes to cancel the order, then the supplier is responsible for refunding the order. Please note that a supplier may sometimes require more time to fulfill orders such as during high-volume seasons. In these instances, the supplier is allowed to notify retailers that their orders will be fulfilled later than normal.

If you experienced any of the above scenarios, you must report the issue within 15 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.

How do I request a return, exchange, or refund?

The Dawg Haus Pet Store is committed to your complete satisfaction. In the event of a product issues, please refer to the following process:

  1. Make sure you have a valid reason to replace or return the product (e.g. defective items) and provide evidence such as photos of damaged product

  2. Contact our Customer Support team via email at or live chat and include the evidence.

  3. After we have successfully alerted the supplier and they have approved the order return or refund, the product must be returned to the supplier.

  4. Return the product and provide a tracking number to The Dawg Haus Pet Store. The product must be returned to the address on the original package.

  5. Once the tracking number has been provided (or once the supplier has received the returned product), a replacement product will be shipped or a refund will be credited back to the card on file.