Pooch Patriot Return & Exchange Policy
Effective date: November 10, 2025

Controlling policy:
This Pooch Patriot policy governs all returns and exchanges made through our store. If Shopify or any platform shows a default/auto-generated policy, this page will control in the event of any difference.

We’re proud to serve Pooch Parents with a clear, hassle-aware policy that reflects how we fulfill orders through U.S.-based partners and drop-shippers. Because many items are made to order or fulfilled by partners, our windows are tighter than big-box retail, but we will always act in good faith to make things right when an item arrives damaged or incorrect.

1. Return Window

Returns and exchanges are accepted on eligible items within 14 days of delivery.

2. Eligibility Criteria

To be eligible for a return or exchange, the item must:

• Be unpersonalized and not made-to-order (custom or print-on-demand items are non-returnable unless defective).
• Include all original packaging, tags, and accessories.
• Show no signs of use (no fur, dirt, stains, scratches, or odors).
• Be unwashed and undamaged.
• Be returned within 14 days of delivery.
• Be accompanied by proof of purchase (order confirmation email or receipt).

3. Non-Returnable / Final Sale Items

The following items cannot be returned or exchanged except where damaged or defective on arrival:

• Custom, personalized, or print-on-demand products
• Clearance / closeout items
• Bundled free gifts
• Opened grooming products (shampoos, balms, brushes, etc.)
• Gift cards
• Pet treats or other perishable/pet-consumable items

4. How to Start a Return or Exchange

To keep things aligned with our fulfillment partners, all returns must be authorized first.

1. Email support@poochpatriot.com within 14 days of delivery and include:Your order numberThe item(s) you want to return or exchangeThe reason for the return (wrong size, not as expected, damaged, etc.)Photos if the item is damaged/defective
2. Wait for authorization. We will confirm eligibility and provide instructions. Items sent back without prior authorization may not be accepted.
3. Ship the item back using a trackable service within 7 days of receiving authorization.
4. After inspection, we will process your refund or exchange.

5. Defect / Damage Reporting

If your item arrives damaged, defective, or incorrect, please notify us within 7 days of delivery at support@poochpatriot.com.

Include:

• Your order number
• A brief description of the issue
• Clear photos showing the problem

We will coordinate with our vendor/partner to offer a replacement, repair, or refund according to their terms. Manufacturing defects are treated differently from wear-and-tear or damage from pet use.

6. Category-Specific Guidelines

Grooming Products
For hygiene and safety reasons, opened or used grooming products are non-returnable unless they arrive damaged or defective.

Apparel (Dog & Human)

• Must be unworn, unwashed, and free of fur, odors, or stains.
• We do not offer free size exchanges.
• Customers may request an exchange within the 14-day window and will be responsible for return and reshipping costs.

Hard Goods (Collars, Leashes, Toys)

• Items must be unused to be returnable.
• Damage from chewing, rough play, or inadequate supervision is not covered.
• We will review and replace items with clear manufacturing defects.

7. Refunds

• Once we receive and inspect your return, please allow 3–5 business days for us to process it.
• Approved refunds will be issued to the original payment method.
• Your bank or card issuer may take an additional 5–10 business days to post the refund.
• Original shipping costs are non-refundable.
• A restocking fee of up to 10% may apply to made-to-order or customized items.
• Store credit is available as an alternative to refunds (no bonus credit is provided).

8. Return Shipping & Labels

• Customers are responsible for return shipping costs, except for defective, damaged, or incorrect items.
• For domestic orders over $150, we can provide a prepaid return label on request; the label cost may be deducted from the refund if the return is discretionary.
• International returns are not applicable, as we currently ship only within the United States (see Section 12).

9. Gift Returns

Items received as gifts may be returned within 14 days for store credit only, provided they meet all standard eligibility criteria.

10. Shipping Restrictions & Rejected Orders

• We do not ship to PO boxes.
• Orders returned to us due to incorrect or undeliverable addresses will be refunded minus the original shipping cost once we receive the package.
• If you’d like the order reshipped, contact us at support@poochpatriot.com to arrange payment for new shipping.

11. Holiday Returns

Items purchased between December 1 and December 31 may be returned through January 31, subject to all other eligibility requirements in this policy.

12. Shipping Territory (U.S. Only)

Pooch Patriot currently ships only within the United States and its territories. As such, provisions like the EU 14-day cooling-off period do not apply to our store.

13. Our Promise & Abuse Prevention

We reserve the right to inspect returns and to deny credit on items that don’t meet the standards above. To protect our community and our small-batch partners, we may limit or refuse returns from accounts with excessive or irregular return activity. For products fulfilled by our partners, their specific terms will apply if they are stricter.

14. Need Help?

Email us anytime at support@poochpatriot.com and we’ll review your order details.