Refund policy

Return and Refund Policy

Thank you for shopping with us at Big Dog Pet Supply. We are committed to providing our customers with high-quality products and a positive shopping experience. Please carefully review our return and refund policy, which outlines the terms and conditions for returning items, processing exchanges, and receiving refunds.

1. Return Policy

We offer a 5-day return policy from the date of Delivery, allowing you to request a return if you are not fully satisfied with your purchase. The following terms apply:

  • Eligibility: Items must be unused, in the original packaging, and with all original tags attached. Any item that does not meet these criteria may not qualify for a return.
  • Notification Period: To be eligible for a return, you must contact us within 5 days of receiving your order.
  • Return Process: Once your return request is approved, we will issue a prepaid return shipping label, covering the shipping costs.
    • Items must be sent to 751 Port America Pl #420, Grapevine, TX 76051.

2. Damaged, Defective, or Incorrect Items

We take great care in ensuring that products arrive in perfect condition. However, if you receive an item that is damaged, defective, or incorrect, please follow these steps:

  • Inspection Upon Receipt: Please inspect your items upon delivery and report any issues immediately.
  • Return and Inspection: Once we receive the item back, we will inspect it to confirm the condition.
    • If the product is deemed undamaged and in acceptable condition, we will proceed with the refund.
    • If the product is verified as damaged, we will exchange it for a new item, provided the original is returned.

3. Refund Policy

For eligible items, refunds are processed according to the following terms:

  • Processing Time: Refunds will be issued within 3 to 7 business days after we have received and inspected the returned item.
  • Method of Refund: Refunds will be processed using the original payment method.
  • No International Returns: Currently, we only accept returns within the United States, and we do not process international returns.

4. Exchange Policy

Exchanges are offered only if an item is damaged or defective. Once the original product is returned, we will send a replacement item at no additional cost. If you wish to exchange an undamaged item, we recommend returning the item under the terms above and making a new purchase.

5. Contact Information

For questions, concerns, or to initiate a return, please reach out to our customer service team:

Our team will be happy to assist you with any questions or concerns you may have regarding returns, refunds, or exchanges.