Refund policy
We want all of our customers to be happy so if you're not happy. We'll give you your money back, no questions asked.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for exchange or refund, and all items being returned must be postmarked back to us within 30 days of purchase. Items returned after 30 days from receipt will not be accepted.
The exception to this policy is sale items which are not eligible for returns or refund. This is to prevent customers from over ordering and limiting the inventory available during the sale to other customers.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the order number or proof of purchase. Unfortunately, for any items that have clear use/wear and tear we will not be able to offer a refund or exchange, and those will not be sent back to you, but will be donated to a local shelter if they can still be used.
To start a return, check our Returns & Exchanges page here or email us at hello@thedogmomstore.com. If your return is accepted, we’ll send you instructions on how and where to send your package.
Please note: you are responsible for return shipping costs (unless the reason for return is due to a faulty/damaged product) and original shipping costs cannot be refunded.
You can always contact us for any return question at hello@thedogmomstore.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We cannot guarantee the item you want to exchange will still be in stock, due to the possibility of our products selling out. If this happens, we will contact you to ask if another collection would be a suitable exchange. To guarantee that you receive your desired item/size/color, please place a new order for this item and complete the return process to return the original item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@thedogmomstore.com
Missing Packages
The Dog Mom Store is not responsible for any lost or stolen packages. Once the parcel has been checked in at the carrier, it is no longer in our control. If your package is marked as 'delivered' but has not arrived, please check your order to confirm that the address was submitted correctly. If everything was correct, please contact your local mail carrier.
Our mailing address is:
Zelda & Harley, 9600 Escarpment Blvd, Suite #745-110, Austin, Texas, 78749