Returns & Refunds
All orders can be cancelled for a full refund until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Returns, Replacements & Exchanges
If you are unhappy with your order, you can return it to us for a full refund or free exchange if the product is still intact. You are responsible for paying the return shipping cost to our office address in Napier, New Zealand. We cannot offer a credit note. If you cannot pay the return shipping costs, we can send you the replacement or exchanged item at cost + shipping. If you cannot pay this cost, the only other option available is a 50% refund and you can keep the product(s) you wished to exchange or replace.
If you qualify for a free replacement item, a $15 shipping fee applies as our free shipping offer only applies to your original order.
We offer a 100% money back guarantee on all products that are defective or damaged during shipping. Just let us know and we will provide our return address and a replacement or refund as preferred.
Customers will be responsible for paying return shipping costs.
Returns must be sent to our business located in Napier, New Zealand.
We do not issue the refund if:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- you change your mind after purchasing
- your dog damages or destroys the toy
- we have already sent a replacement item
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page.