All orders can be cancelled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us immediately by sending a message on our Contact Us page.
Once the packaging and shipping process has started, it can no longer be cancelled.
We offer a 100% money back guarantee on all products that are defective or damaged during shipping. To be eligible for a refund or exchange, you must first email us at firstname.lastname@example.org within 7 days of receiving the products with pictures of the damaged items. Upon the receipt of the damaged item, we will ship out a replacement, if available. If a replacement is not available, we will refund the full purchase price of your item within a certain amount of days.
We do not issue a refund/replacement if:
Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address).
Your package that has been confirmed to be delivered to the address entered in the ordering process has been lost or stolen. Upon inquiry, DoggyNerds will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
Your product was received without defect or damage and has become defective or damaged thereafter.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company and your bank as there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please email us at email@example.com.