At The Dog Face, our commitment to adventure extends to your satisfaction. We're on a mission to ensure that both you and your loyal companions are delighted with our products. If you ever need to request a return, here's how our policy works.

Timeframe: Customers have 30 days from the delivery date to initiate a return.

Eligibility: To qualify for a return, items must be in unused condition and in their original packaging.

Size Guidance: We strongly advise customers to check the provided size chart for each product and promptly measure their dog. Each item is unique, and predicting sizes may lead to issues. We encourage you to ensure a perfect fit for your furry friend.

Return Options:

1. Return for Exchange:

   • Customers cover the return shipping costs.
   • We handle the shipping costs for the exchanged item.
   • Ensure the perfect fit by selecting another variant or size.

2. Return for Full Store Credit:

   • Customers cover the return shipping costs.
   • Receive the total purchase amount as store credit for future purchases.

3. Return for Refund to Original Payment Method (with 15% Restocking Fee):

   • Customers cover the return shipping costs.
   • A 15% restocking fee is applied to the original payment method for a refund.

Defective or Lost Products: In the rare event of receiving a defective or lost product, we will cover all associated costs, including return shipping. Please contact our customer support team promptly for assistance.

Size Returns:

• Size exchanges are eligible for a one-time exchange.

Return Process:

1. Initiate the return process within 30 days of delivery.
2. Ensure the item is in unused condition, with original packaging.
3. Visit our Returns page on the website and choose the desired return option.
4. Complete the provided form and await approval.
5. Follow the detailed instructions for a smooth return.

Refund Processing: Refunds, store credits, or exchanges will be processed promptly upon receipt and inspection of the returned item.

 FAQs

What items are returnable?（eligible for returns）  

• 30-day return policy, which means you have 30 days after receiving your item to request a return. 
•  In unused and resellable items, or defective items. 
•  In the original packaging with all the tags intact. 
• You’ll also need the receipt or proof of purchase. 

**We encourage you to inspect your product immediately upon receipt to ensure it meets your expectations.

What items and exceptions are non-refundable?  

• Gift cards. 
• Discounted items (if applicable).  
• Exchanged Products.

How soon will I get my refund?  

• After your return has been processed (usually takes up to 2 business days), you will receive a refund notice from us and it will take an additional 3-5 business days for the refund to be returned to your original payment method. The refund to the store credit is immediate.

• If more than 15 business days have passed since we’ve approved your return, please contact us at contact@thedogface.org.

Are shipping costs refundable?

Usually, shipping costs are non-refundable. However, unless the return request is submitted within 2 hours of ordering, or if the product is lost during shipping or arrives damaged, in those cases the shipping costs are refunded.

If you have any inquiries or concerns about our return policy or experience any difficulties while submitting a return request, please do not hesitate to reach out to our support team. We are your trusted companions, ready to assist you, ensuring your satisfaction and the joy of your furry adventure buddies.