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Refund policy
Refund policy
Date of Last Revision: June 2026
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
For hygiene, safety, and quality assurance reasons, returned items must strictly meet the following criteria:
Unopened Packaging: For change-of-mind returns (e.g., buyer’s remorse or ordering by mistake), the product must remain inside its original, sealed courier
packaging/outer shipping bag. Returns will not be accepted if the original courier packaging has been opened, unsealed, or tampered with.
Unused & Undamaged Condition: Items that have been opened, used, worn, damaged, or returned without their original tags, seals, and product packaging are ineligible
for return.
To start a return, please contact us at support@tracysdog.com. If your return is accepted, we’ll provide a return shipping label and instructions on how and where to send your package. Items returned without prior approval will not be accepted.
If you’re unsure whether your item is eligible for return, please contact our support team.
How to Request a Return
1.Contact our customer support team within 30 days of receiving your package.
2.Provide your order number, photo proof showing that the original courier packaging remains unopened and sealed, and the reason for your return.
3.Once approved, follow the return instructions provided by our support team.
Note: Any item returned with opened outer courier packaging for change-of-mind requests will be rejected and returned to the customer at their expense.
Order Cancellation Policy
You may cancel your order if unsatisfied, provided the request is made before shipment. Orders typically ship within 2 business days after placement.
Return
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.
No restocking fee to be charged to the consumers for the return of a product.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
support@tracysdog.com