We want you to love your LUCKY + DOG experience. If you are not 100% satisfied with your purchase you can return your order for up to a full refund on most items within 14 days of your order ship date. The items returned must not have been used, altered, washed, or damaged, and must include original packaging. Returns received after 14 days of your order ship date will be processed as a refund via store credit in the form of a digital gift card.
If you have purchased a LUCKY + DOG item from one of our Authorized Dealers, please contact them directly regarding their return policy.
THINGS TO KNOW
We recommend carefully trying on your new LUCKY + DOG gear indoors, keeping the packaging intact, before your next adventure. Correct fit is essential to the performance of LUCKY + DOG products.
To be eligible for a full refund or credit, new, unused products must be clean and free of dog hair.
DO YOU ALLOW RETURNS/EXCHANGES ON COLLARS WITH CUSTOM ENGRAVING OR CUSTOM MIX AND MATCH COLLARS?
Every collar we make at LUCKY+DOG is made to order. That means your pet’s collar is one of a kind. Due to their personalized nature, we do not offer refunds or returns or exchanges on our products with custom engraving or custom Mix and Match collars.
However, we do strive to make sure you are happy with your order. If you ordered the wrong size, we offer remakes to a different size on personalized items for 50% of retail cost (our cost to make the item). Please do not return your product. You must contact us within 7 days from delivery if you need us to remake your collar based on a sizing issue. Please contact us by email at email@example.com and we will send you a one-time code for 50% off retail cost so you can reorder the correct size.
If you ordered the wrong item (ie. Traditional collar vs. Fi collar band) and it is personalized, again, please do not return your product. Since it is personalized, we cannot do anything with it. Please contact us within 7 days from delivery to let us know you ordered the wrong item. We will send you a one-time code for 50% off the retail cost on the new item.
I LIKE MY GEAR BUT WANT TO MAKE AN EXCHANGE. WHAT DO I DO?
We want to make sure our gear is right for your canine companion. Our exchanges are processed as new orders. Begin by following the return process for your order. Then place a new order for the size/color you need. Immediately placing a new order ensures that you’ll get the new product quickly and that it won’t go out of stock while you wait.
For items with custom engraving, please see above. If you have any questions, please email us at firstname.lastname@example.org.
HOW DO I RETURN MY PRODUCT?
Click Here to begin the return process.
HOW LONG DOES IT TAKE TO RECEIVE MY REFUND?
Once we receive your return, we inspect your item(s) and then initiate a refund. Our goal is to process your return within three to five business days of receipt. Credits may take up to an additional five business days to post to your account. Given shipping and processing time, the return process can take up to two to three weeks.
Final credit to your account depends on the policies of the bank or institution of your original payment method.
We will notify you via email when your return has been processed.
Please note: refunds do not include shipping costs paid on your original order (if applicable).