Refund Policy
30-day returns
You have 30 days from the delivery date to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with any tags still attached.
Hygiene and pet-safety exclusions
Because our products go on, around, and in the mouth of an animal, anything that has already been used can't be resold or safely sanitized. For that reason we can't accept back:
- Collars, harnesses, leashes and apparel that have been worn outdoors or show hair, dirt, odor or wear
- Beds, blankets, mats and crate pads a pet has slept on or shed in
- Toys and chews removed from their packaging and given to a dog
- Treats, chews and any consumable or supplement-type product once the seal or packaging is opened
- Grooming products, brushes, clippers and nail tools that have been used on an animal
- Bowls, feeders and water bottles that have been used
None of this applies if the item arrived damaged, defective, or wasn't what you ordered — those are always covered, used or not. Our tip: check fit and condition indoors, before the first walk.
How to start a return
Email support@ohmydog.store with your order number and which item you'd like to return. We'll reply with instructions and a return address within one business day. Please don't ship anything back before you hear from us — unannounced returns can't be tracked to your order.
Who pays for return shipping
- We pay if the item arrived damaged, defective, or isn't what you ordered.
- You pay if you changed your mind, ordered the wrong size, or ordered the wrong item.
Refunds
Once your return arrives and passes inspection, we process the refund within 3 business days to your original payment method. Your bank or card issuer typically takes another 5–10 business days to post it — that part is out of our hands.
Original shipping charges are refunded only when the return is our fault.
Exchanges and sizing
The fastest way to swap a size is to return the original item for a refund and place a new order. That way you're not waiting on the return to clear before the replacement ships. If you're not sure which size to reorder, send us your dog's neck and chest measurements and we'll tell you which one we'd pick.
Damaged or wrong items
Inspect your order when it arrives. If anything is damaged, defective, or incorrect, email us a photo within 7 days of delivery and we'll make it right — replacement or full refund, your choice, with return shipping on us.
Items we can't accept back
- Items returned more than 30 days after delivery
- Items that have been used, worn, washed, chewed or altered
- Opened consumables, treats and grooming products — see the hygiene exclusions above
- Items missing original packaging or tags
- Gift cards and final-sale items marked as such on the product page
Late or missing refunds
If more than 10 business days have passed since we confirmed your refund and you still don't see it, contact your bank or card issuer first — posting delays are common. If it still hasn't appeared, email support@ohmydog.store and we'll chase it with you.
Questions
Email support@ohmydog.store and we'll reply within one business day.