Refund policy

ORDER CANCELLATIONS

All orders can be cancelled until shipped.  If for any reason you need to change or cancel your order, please contact immediately at customersupport@zoomiedogshop.com.  Some products may incur a restocking fee.  Once the order is processed for packaging and delivery, it can no longer be cancelled.

RETURNS

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, unchewed, with tags, and in its original packaging. The order number and photographic evidence with a timestamp will be required.

To start a return, you must contact us at customersupport@zoomiedogshop.com.  Please note that not all items are distributed from the same warehouse location.  Customer support will help with complete return instructions.

If your return is accepted, we will provide instructions on how and where to send your package. Items sent back to us without first contacting customer support will not be accepted.

Once your product is deemed returnable, we will work with you to determine if an exchange or refund is best for the situation.

Return shipping costs will be the responsibility of the customer.

Please contact us for any return questions at customersupport@zoomiedogshop.com.

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 and correct the issue.

EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, treats, or liquid substances), print on demand, custom products (such as special orders or personalized items), and items that have been chewed or slobbered on by a pet (such as toy products out of the package).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on 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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at customersupport@zoomiedogshop.com.