Returns Information

Returns policy

We accept returns within 30 days of delivery. To be eligible, items must be:

• In unused, resellable condition, free of any traces of pet hair.
• Returned with all original packaging, including barcode tags, instruction leaflets, and labels.

Custom items (e.g. engraved ID tags) are not eligible for return.

If you'd like to cancel your purchase of a digital item within 14 days of purchase, please contact support.

How do I return an item?

1. Login to your customer account (no password required).
2. Select the order you’d like to return and click 'Request Return' to submit your return request.
3. Once your return request is approved, we’ll email you shipping instructions. As a small business we sadly aren't able to offer prepaid return shipping at this time. We ask you to arrange your own returns postage to whichever of our warehouses works best for you (we have two: one in Ohio, USA and the other in Northampton, UK). We hope that as we grow, one day we'll be able to absorb this cost for you.
4. Please ensure you obtain proof of postage and a tracking number and retain it until your refund has been processed, as we cannot refund any items lost in transit.

Faulty or incorrect orders

In the unlikely event that you have received an incorrect, damaged or faulty item, please contact our support team directly instead of using the regular returns process. We'll guide you through a special return procedure to quickly resolve your issue.

When will my refund be processed?

Once we receive your return, we’ll issue a refund to your original payment method. Please allow up to 7 business days for your return to be processed by our warehouse, and up to a further 7 business days for your bank to credit the funds.

Can I exchange an item?

We don’t offer exchanges, but we’re always happy to help with a return. Send any unwanted items back for a refund using the steps above, then place a new order whenever you’re ready.