Refund Policy

REFUND OR EXCHANGE POLICY

We have a strict return / exchange policy, please read carefully prior to your purchase. If you have questions with a product, please contact us at CustomerCare@PetTagCollars.com and one of our Customer Care specialist will be happy to assist. Once you purchased an item, you have accepted and are bound to the terms and conditions as outlined below: 

Certain types of items cannot be returned regardless if the item has been opened or not, including custom products (such as special orders or personalized items),  consumable items, and hygiene-related products.

For hygiene and sanitary reasons, hygiene-related products including any pet wear that has been opened, worn, used and/or soiled after delivery is unfortunately non-refundable. 

Since all pet tag items or personalized items are custom made with your own personalized name and information, it cannot be changed, cancelled or returned after the order has been submitted past the first hour. Please double check information before submitting your order and utilize the first hour grace period for any last minute changes. Unless deemed defective, damaged, or materially different from what was ordered, all sales are FINAL after such time, no refund or exchange available for such items.

All non-pet tag items, personalized items that are NOT custom made products, non-consumable items and non-hygiene-related products that have NOT been opened, used or soiled are subject to a 14-days exchange / return policy upon delivery of the product. Varying by product category and condition, re-stocking fee (based on regular priced item, not sale / discounted price, less shipping) between 10-30% may apply, please ensure you double check sizing requirements for each style prior to order submission as sizes may vary by style (ie. size M may not have the same dimension from one product to another). We are here to assist with any questions prior to your purchase.

All items for exchange / return must be in brand new unused condition and in its original packaging with original tags (if any) to qualify for refund or exchange. Please take 3-4 images of your returning product and contact Customer Care at CustomerCare@PetTagCollars.com for further details or instructions.

Courier charges for returning items are at your own expense. You have 7 days from the day of being issued  an authorization to return or an (RA#) to send out the product with a courier. All returns must utilize trackable method and a return tracking number must be sent to CustomerCare@PetTagCollars.com once shipped. Lost packages are the responsibility between you and your courier of choice.

Returned items received that are NOT in the same condition as originally reported prior to authorization to return will not be refunded or exchanged. If no request to return after being contacted and no further response has been received, the item will be discarded after 14 days without further notification. Request to return such items can only be sent back to you at your expense with no further consideration of refund or exchange. Item will be considered FINAL sale automatically. Please be upfront with the true condition of the item being returned.

Orders returned back to sender due to incorrect addresses provided by the customer (including non-serviced civic addresses by your local post office regardless if forwarding address is on file with post office) OR failure to collect the package from the courier may not be eligible for refund. Reshipping may be available at your expense once the package is returned to us. Your shipment will always be delivered with at least one delivery attempt. If delivery attempt was unsuccessful and package is required to be picked-up at the Post Office or designated pick-up location, the Post Office or courier will only hold your package for a certain amount of time before returning back to the sender. Should you leave the package past the required pick-up time and the return process started by the Post Office or courier, we will not be responsible and cannot refund your order. We will do everything we can to help re-ship the package, but this is NOT a guarantee and will take time for shipper to receive, inspect and re-ship. 

Nothing in this policy limits your rights under applicable consumer protection laws. If an item arrives defective, damaged, or materially different from what was ordered, please contact us within 3 days of delivery so we can review and assist.