At Family Pooch customer satisfaction is our #1 Priority! We want you to be very enthusiastic about your purchases from us!
Hassle free 30 day return policy. If you are not satisfied, for any reason, we will either make it right, or we will refund your money for the item in question.
If you have a problem before 30 days, contact us (or an an e-mail to firstname.lastname@example.org), and tell us what the problem is. We will either make it right, or we will initiate a Return or Refund. Shipping charges are not normally refundable except in cases where the product has not been received, but we will refund shipping at our discretion.
If 30 days have gone by since your purchase has been delivered, unfortunately, we can’t offer you a refund or exchange, but please contact us and we will try to address the issue.
Sales Items (If Applicable)
All items may be refunded unless clearly mentioned as non-refundable. We will refund the price from the time of sale (i.e. what you paid for), not the current price.
Return & Refunds of Defective products (if applicable)
For the return of defective products, please email us at customer_service@FamilyPooch.com and provide photos/videos showing the defective product and we will help address the issue, or supply the needed information to return.
If a return is warranted, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check with us, and we will tell you the status. Refunds are processed immediately, but some banks take 3-5 business days to process the refunds. You may need to contact your bank, or credit card company to understand the policy. Always reach out to us and we will help!
To return your product, please contact us, and we will give you all the details.
You will be responsible for paying for your shipping costs for returning your item IF the item is not defective. Work with us, we will make it right!
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.