We want you to dig your Ruffwear experience. If you don't, you can return your order for a full refund within 30 days of your purchase date. Gear must not be used, altered, washed, or damaged, and it must include the original packaging.
US customers get free shipping on returns and exchanges (exclusions apply).
A few exceptions to our return policy:
- Gear that's used, altered, washed, damaged, or missing the original packaging is non-returnable
- Used gear, stickers, water bottles, and bladders are non-returnable
- There's a $5 USD shipping charge for returning or exchanging the Urban Sprawl™ Bed, Restcycle™ Bed and Mt. Bachelor™ Pad
- Canadian returns will be charged $5 USD for shipping and are not eligible for exchanges
- Pro Purchase returns will be charged $10 USD / $14 CAD for shipping and are not eligible for exchanges
- Returns on orders over $500 USD must be initiated by contacting our customer experience team here
You will be asked to enter your Ruffwear order to make your return. Your order number can be found in your order confirmation email.
If you have purchased a Ruffwear item from one of our Authorized Retailers, please contact them directly regarding their return policy.
I LIKE MY GEAR BUT WANT TO MAKE AN EXCHANGE. WHAT DO I DO?
We want to make sure our gear is right for your canine companion. Begin by starting the return process for your order. You will be asked to enter your Ruffwear order to make your return. Your order number can be found in your order confirmation email. You'll then be prompted to select the size/color you need. Some items may be ineligible for an exchange. If your item is ineligible or you need help with fit, please reach out to our Customer Experience team here.
I RECEIVED MY RUFFWEAR GEAR AS A GIFT. HOW DO I MAKE A RETURN?
We'll accept returns for products that have not been used and are current styles/colors. Gift items are eligible for a ruffwear.com e-Gift Card. Message our Customer Experience team here to confirm your return eligibility. We’ll need to know the style name, size, and color. Once return eligibility is confirmed, you’ll be issued a Return Authorization and instructions for sending the item back to us.
HOW LONG DOES IT TAKE TO RECEIVE MY REFUND?
Credits may take up to five business days to post to your account once your item has been received. We'll notify you via email when your return has been processed.