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Officialdoghouse- Returns

We’ve provide the best possible “customer friendly” return policy but there are certain regulations and manufacturer restrictions that we have to adhere to.

We have a 30 day returns policy. If you bought something from us, we can accept returns within 30 days of the delivery date.* 

 To ensure we are able to process your return as easily and expeditiously as possible, please review these points before submitting your return:

 Exchanges: We don’t do exchanges (except for manufacturer defect or shipping error). Simply place a new order for the replacement item you want on our website. Remember to contact us within 30 days of receipt of your item to be qualified for return.

What cannot be returned: Due to strict industry-wide health regulations surrounding pet dander, we can only accept returns for any item in brand new never used condition. We do not accept returns for pet beds so please make sure you order the correct size. All custom, made to orders and personalized items are not returnable. Custom items include: some pet shirts, some leather collars, some ceramics, some placemats and any item with personalization.  We can only take an item back if it is in brand new, never used, never washed, never installed, in the original packaging, and your dog (or any other pet) has never had any contact with it. 

Restocking Fees: The restocking fee for returnable items is 20% for each product on our website.

Returning  Items: For all items shipped to you , we have to deduct what it cost us to ship the item to you from your total refund amount.

  • Example:
      • Purchase Price: $100
      • Restocking Fee (20%): $20
      • Outbound Shipping actual cost: $10 (varies)
      • Total Refund Amount: $70

To Initiate Your Return

Please contact us with details about your return request using the Contact Us Form. Provide the purchasers first and last name, item description and if possible order #, date of purchase. We will email you the information you will need to return your item, including a Return Authorization Number, address for the return, and the total amount that will be refunded to you. We always process returns as quickly as possible - Refunds are typically submitted within 3- 5 days of receipt of return.

 Return Details 

To get the return process started, fill out our Contact Us Form. You HAVE to do this to start the process, because we HAVE to get a Return Authorization Number for you. Please do not send your return without a Return Authorization Number! Manufacturers receive returns without RA numbers on a regular basis and have no idea who they belong to. They get lost. You most likely will NOT receive credit for having returned the item and most likely you won’t get a refund if you return an item without an RA#.

 Timing for Return Shipment: Once you receive the return instructions with the Return Authorization Number from us, you will have 14 business days from the date of the email to get the item in the mail to the manufacturer. If the postmark on the return shipment is 14 days past the email date, the manufacturer may not accept the item, which will void your refund.

Manufacturer Defect or Shipping Error: If you received an item with a manufacturer defect or the wrong item, the manufacturer will send you an exact replacement (or send you the item you originally ordered and picking up the wrong item) free of charge. If you desire a refund instead, we have to deduct what it cost us to ship the item to you from your total refund amount.