Refund Policy

Understood. Here is the final, fully updated return policy with that last detail in place. It is now complete and ready for your website.

Rocky Pups' Happiness Guarantee & Return Policy

At Rocky Pups, we're dedicated to making dogs and their people happy. We stand behind the quality of our products and want you and your pup to be completely satisfied with your purchase. If something isn't right, our easy and fair return policy is here to help.

Our promise is simple: If you're not 100% happy, we'll make it right.

The 30-Day Return Window

You can return or exchange most items for a full refund or store credit within 30 days of the delivery date.

To be eligible for a return, your item must be:

In new, unused condition.
In its original packaging with all tags attached.
Free of dog hair, stains, and odors.

How to Start a Return or Exchange

It's as easy as a game of fetch!

Contact Us: Email our friendly support team at rocky.pups100@gmail.com with your order number and the name of the item(s) you wish to return.
Tell Us Why: Let us know the reason for the return (e.g., didn't work for your pup, etc.). This helps us improve!
Get Instructions: We'll reply within 1-5 business days with detailed instructions and a return shipping address.

Policy by Product Type

We know that dog products aren't one-size-fits-all. Here’s how we handle returns for specific items:

Toys: These items can be returned within 30 days if they are in new, unused condition. We understand a toy might not be a hit, but we cannot accept returns for items that have been chewed, damaged, or show visible signs of use.
Sale & Clearance Items: Items marked as "Final Sale" cannot be returned or exchanged.
Personalized Items: Any custom-engraved tags or personalized products are made just for your pup and are non-returnable. Please double-check all spelling before placing your order!

Refunds & Processing

Refunds: Once we receive and inspect your return, we will process your refund to the original method of payment. Please allow 5-7 business days for the refund to appear on your statement.
Shipping Costs: Original shipping fees are non-refundable. The customer is responsible for the cost of return shipping unless the return is due to an error on our part (see below).
Store Credit: If you prefer, we can issue your refund as store credit that never expires.

What if My Order is Damaged or Incorrect?

Mistakes happen! If we sent you the wrong item or your order arrived damaged, please let us know within 48 hours of delivery.

Email us at rocky.pups100@gmail.com with:

Your order number.
A photo of the damaged or incorrect item.

We will cover all costs to get you the correct, pristine item as quickly as possible.

If you have any questions at all about our policy, please don't hesitate to reach out. We're here to help you and your furry best friend!

Hours: 10am - 5pm EDT, Monday - Friday