Return / Exchange / Refund Policy
If for any reason you are not completely satisfied with your order, you may return your merchandise within 30 days from the shipment date of your order for a refund or exchange. If 30 days have gone by since the shipment date of your order, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item(s) must be in brand new, saleable condition (no marks, dirt, or dog hair). Your items(s) must also be in the original packaging.
The following items are exempt from being returned due to their customization. All sales on these items are final.
Additional non-returnable items:
Downloadable files (digital products)
Returnable item(s) that are part of a bundled package will be valued as the prorated portion of the entire package based on full retail prices of all the individual items.
Any returnable item(s) must first be issued an RMA # (Return Merchandise Authorization) in order for your refund or exchange to be processed.
You will be responsible for paying for your own shipping costs for returning the item(s) you purchased (unless damaged/defective).
If you would like to return any returnable item(s) please mail them back to us using a shipper with tracking information. We recommend Priority Mail via USPS since tracking information is included. Without proof of delivery we can not guarantee that we will receive your returned item(s).
Once your return is received and inspected (must be in brand new, saleable condition), we will send you an email to notify you that we have received your returned item(s). We will also notify you of the status of your refund or exchange.
The following options are available to you:
1) REFUND: Item(s) may be returned for a refund to the original method of payment if returned within 30 days. A restocking fee of 10% will be deducted from your refund. Original shipping/handling charges are non-refundable. Within 3 business days your refund will be processed and a credit will automatically be applied to your credit card or original method of payment. Please note it may take 7 to 10 business days before your refund is officially posted to your account by your credit card company or bank.
2) ONLINE CREDIT: Item(s) may be returned for an online credit with no restocking fee. Online credit is valid for 1 year from the issue date.
3) EXCHANGE: Item(s) may be exchanged for other products/services if exchanged within 30 days. You will receive the purchase price less shipping/handling charges as credit towards the exchanged item(s). We charge a $10.00 exchange fee to cover the shipping/handling of the replaced item(s).
Order Cancellation: Once an order is placed it can only be cancelled for a 100% refund if it has not been fulfilled by our processor (you will receive an email upon fulfillment). After the order is sent to the shipping department we cannot cancel or change the order for any reason. If you cancel the order by refusing the delivery by the USPS (or other carrier), a $10.00 fee for the return postage (shipping) PLUS a 10% restocking fee will be subtracted from your refund. Customized items including ESA Letters, ID Cards, and Certificates will not be refunded under any circumstance.
Damaged/Defective Goods/Missing Items: You must file a claim by sending an email to Fido@ShopTopDogProducts within 14 days of the delivery date of your order. For damaged/defective goods please include as many photos as possible. We will determine whether replacement item(s) can be sent to you immediately, if you need to return the item(s) to us, or if a claim with the shipping company needs to be filed. Please keep all original packing materials.
Your TOP DOG Products Team