Refund policy

Returns & Refunds

We have a 30-day return policy in case you’ve changed your mind about your dog’s new look, or measurements were off a bit and you’re experiencing sizing challenges. We value you as a customer, and your satisfaction is extremely important to our small business!

To be eligible for a return, the following conditions must be met.

• Return must be initiated within 30 days of purchase, with proof of purchase.
• Item(s) must be returned in the same condition as when received, unworn or unused with no evidence of damage, with tags, and in original packaging.
• Gift Cards, Final Sale, and Personalized items are not eligible for return.
  

CLICK HERE to access your account page to find the item(s) you'd like to return, and submit your request.

 

Returns Process & Refunds

 

• Once you have submitted your return online, you will receive an email with a shipping label and instructions.
• Your package must be dropped off with the carrier within 14 days from the date your label was created. 
• Once your return is received and inspected, we will notify you if your return is accepted or declined.
• This process can take up to 5 business days from the date your return tracking information shows delivered.
• Please note that refunds can take up to 3-5 business days to appear in your bank account depending on your financial institution's processing times.
• Original shipping fees will not be refunded.
• When returns are processed for store credit, you will receive a gift card at the email address used to make the original purchase.
• True Paw Culture reserves the right to refuse returns not meeting ALL conditions stated in the Return Policy; in instances when your return is not approved, item(s) will be shipped back to you.
• Items sent back to us without first requesting a return will not be accepted.
  
• Gift returns exchanged for store credit will be issued a True Paw Culture gift card to the gift recipient, once the return order has been received. 

 

Exchanges 

Please return the item(s) you have per the Return Policy, then make a separate purchase for desired item(s) in a new order.

 

Incorrect Item Was Sent

If we sent you the wrong item, please accept our sincerest apology! Contact us at hello@truepawculture.com so we can make things right.

 

Incorrect Personalization

If we messed up personalizing your item, we’re so sorry! Please send us a claim via our 30 Day Guarantee form, so we can send you a replacement.

 

Defective or Damaged Items

Please inspect your order upon receipt. If an item is defective or damaged, please contact us immediately at hello@truepawculture.com so we can make things right.

 

True Paw Culture products are handcrafted with a lot of love and care. Because of this, pieces may have small cosmetic imperfections, but they should not affect performance.  If performance is impacted, please see our 30 Day Guarantee for repairs and exchanges.