Refund policy
Return & Exchange Policy
At Waggy Day, we want you and your pet to be happy with your purchase. Please review our return and exchange policy before placing an order.
By placing an order with us, you agree to the terms below.
30-Day Return Policy
We accept return requests within 30 days of the delivery date.
To be eligible for a return, the item must be:
- Unused, unworn, unwashed, and in original condition.
- Free from pet hair, odor, stains, scratches, or damage.
- Returned with all original tags, labels, accessories, manuals, and packaging.
- Accompanied by proof of purchase, such as your order number or confirmation email.
For hygiene and safety reasons, we cannot accept returns on items that have been used by pets.
Non-Returnable Items
The following items are not eligible for return or refund:
- Final sale or clearance items.
- Gift cards.
- Personalized or customized products.
- Opened treats, food, supplements, grooming liquids, sprays, or hygiene products.
- Used pet beds, mats, blankets, towels, bowls, toys, collars, harnesses, leashes, or grooming tools.
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Items damaged by chewing, scratching, biting, normal wear and tear, or improper use.
How to Start a Return
To start a return, please contact us at:
Please include:
- Your order number.
- The email address used for the order.
- The item you would like to return.
- The reason for the return.
- Photos of the item and packaging, if applicable.
Once your return request is approved, we will provide return instructions. Please do not send items back without approval, as unauthorized returns may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, incorrect, or missing parts due to our error.
We recommend using a trackable shipping service. We are not responsible for returned packages that are lost or damaged in transit.
Original shipping fees are non-refundable unless the return is due to our mistake.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method. Please allow up to 14 business days for your bank or credit card provider to process the refund after it has been issued. Waggyday uses a similar inspection-first refund process and notes that bank/card processing may take up to 14 days.
We reserve the right to refuse a refund if the returned item does not meet our return conditions.
Exchanges
We accept exchange requests within 30 days of delivery, subject to product availability.
To be eligible for an exchange, the item must be unused, clean, in original condition, and returned with all original packaging.
If the requested replacement item is unavailable, we may offer store credit or a refund instead.
Damaged, Defective, Wrong, or Missing Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective, incorrect, or missing, please contact us within 7 days of delivery at:
Please include:
- Your order number.
- A clear photo or video of the issue.
- A photo of the shipping label and packaging.
- A short description of the problem.
After review, we may offer a replacement, refund, store credit, or another suitable solution.
Order Changes & Cancellations
Orders can only be changed or cancelled before they have been processed or shipped.
Once an order has been shipped, we are unable to cancel it. You may request a return after delivery if the item meets our return conditions.
Lost or Stolen Packages
Once an order has been handed to the shipping carrier, delivery is handled by the carrier.
If your tracking shows the package was delivered but you cannot find it, please:
- Check your mailbox, porch, front desk, building office, or neighbors.
- Contact the shipping carrier directly.
- Contact us if you still need help.
We are not responsible for lost or stolen packages marked as delivered by the carrier, but we will do our best to assist you.
Contact Us
For return, exchange, or order support, please contact:
Email: waggyday@gmail.com