Refund policy

Refund & Return Policy

Last Updated: August 4, 2026

At DogCo, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations, and we're committed to making the return process as simple and transparent as possible. Please read the policy below carefully before requesting a return or refund.

30-Day Return Window

We offer a 30-day return policy from the date your order is delivered. If 30 days have passed since delivery, we may be unable to accept your return or issue a refund.

To be eligible for a return, your item must:

  • Be unused and in the same condition you received it.

  • Be returned in its original packaging with all accessories, manuals, and tags (if applicable).

  • Show no signs of damage caused by misuse, improper handling, or normal wear and tear.

  • Be accompanied by proof of purchase, such as your order confirmation or receipt.

Items That Cannot Be Returned

For hygiene, safety, and quality reasons, the following items are not eligible for returns or refunds unless they arrive damaged or defective:

  • Personalized or custom-made products.

  • Gift cards.

  • Digital products or downloadable content.

  • Clearance, final sale, or promotional items marked as non-returnable.

  • Products that have been used, washed, altered, or damaged after delivery.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.

To help us resolve your request quickly, please include:

  • Your order number.

  • A brief description of the issue.

  • Clear photos of the item.

  • Photos of the packaging and shipping label.

Once we review your claim, we will offer an appropriate solution, which may include:

  • A replacement item.

  • A full refund.

  • A partial refund, where appropriate.

There is no additional cost to you if the issue was caused by our error.

How to Start a Return

To request a return, please contact our customer support team before sending any items back.

Please include:

  • Your full name.

  • Order number.

  • Email address used for the purchase.

  • Reason for the return.

  • Photos (if the item is damaged or defective).

Returns sent without prior authorization may not be accepted.

Return Shipping

If the return is due to a change of mind, incorrect size selection, or another customer-related reason, the customer is responsible for return shipping costs.

If the return is due to our mistake, such as receiving the wrong item or a defective product, DogCo will cover the return shipping costs or provide a prepaid return label where available.

We recommend using a tracked shipping service for all returns. DogCo cannot guarantee receipt of returned items that are shipped without tracking.

Inspection and Approval

After your returned item arrives at our facility, it will be inspected to ensure it meets the eligibility requirements.

Inspection typically takes 2–5 business days.

Once your return has been processed, you will receive an email confirming whether your refund has been approved.

Refund Process

Approved refunds will be issued to your original payment method.

Please allow:

  • 2–5 business days for processing after approval.

  • An additional 5–10 business days for your bank or payment provider to post the funds to your account.

Processing times may vary depending on your financial institution.

Late or Missing Refunds

If you haven't received your refund:

  1. Check your bank account again.

  2. Contact your credit card provider, as refunds may take time to appear.

  3. Contact your bank for additional processing information.

If you've completed these steps and still haven't received your refund, please contact our support team.

Order Cancellations

Orders may be canceled within 12 hours of purchase if they have not yet entered processing or been shipped.

Once an order has been processed or dispatched, it cannot be canceled. You may instead request a return after delivery if the item meets the eligibility requirements outlined in this policy.

Exchanges

We only replace items if they are defective, damaged, or if you received the wrong product.

If you need an exchange for the same item, please contact our support team with your order details.

Refused Deliveries

If a shipment is refused by the customer or returned due to an incorrect or incomplete shipping address provided during checkout, any shipping fees incurred may be deducted from the refund.

Contact Us

If you have any questions about this Refund & Return Policy or need assistance with a return, we're here to help.

Email: support@dogco.shop

We aim to respond to all inquiries within 24 business hours.