Dogs Index offers a 30-day return window for eligible shop products.

The 30-day period starts on the date your order is delivered, based on carrier tracking or delivery confirmation when available.

To start a return, contact us before the 30-day period ends and include your order reference, email used at checkout, product name, and reason for the return.

To qualify for a return, the product should be in its original condition, clean, unused beyond reasonable inspection, and include any included parts, accessories, packaging, or size guides when applicable.

Products may not qualify for return if they are chewed, torn after delivery, heavily soiled, missing parts, altered, washed in a way that damages the product, or otherwise not in returnable condition.

This does not limit your rights if the product arrives defective, damaged, materially different from what was ordered, or affected by a fulfillment error.

If your order arrives damaged, defective, or incorrect, contact us as soon as possible with your order reference and clear photos of the issue.

We may offer a replacement, store solution, return label, or refund depending on the product, the issue, and available inventory.

Please do not throw away the product or packaging until we have reviewed the issue, because photos or carrier details may be needed.

For hygiene and safety reasons, used dog beds, chewed toys, heavily soiled products, and items with pet hair, odor, stains, damage, or missing parts may not be eligible for return unless they arrived defective or incorrect.

Final sale, clearance, personalized, or custom items may not be returnable if those product terms are shown before checkout.

If you are unsure whether your item qualifies, contact us before sending it back.

Unless the return is due to a defective item, damaged item, wrong item, or fulfillment error, you may be responsible for return shipping costs.

Original outbound shipping charges, if any, may not be refundable unless required by law or the return is caused by our error.

Use a trackable shipping method when returning items. Dogs Index is not responsible for return packages lost before they reach the return destination.

Once a return is received and inspected, we will let you know whether the refund is approved.

Approved refunds are issued to the original payment method used at checkout through Stripe or the relevant payment provider.

After we issue a refund, your bank, card issuer, or payment provider may take additional time to post the credit to your account.

Exchanges may be available when inventory allows, especially for size-related issues.

If an exchange is not practical, we may recommend returning the eligible item and placing a new order for the preferred product, size, or color.

For dog gear with sizing, measure carefully before ordering and review product size guidance when available.

If you need to cancel an order, contact us as soon as possible.

We can only cancel an order before it has entered fulfillment or shipping. Once an order has shipped, it must follow the return process if eligible.

If checkout was started but not completed, no charge should be made. If you believe you were charged incorrectly, contact us with the checkout details.

For international shipments, delivery times may vary and customs, duties, taxes, import fees, or local carrier charges may apply.

Those charges are usually controlled by local authorities or carriers and may not be refundable by Dogs Index.

If a package is refused or returned because of unpaid customs or import charges, any refund may be reduced by non-recoverable shipping, carrier, or handling costs when allowed by law.

To request a return or refund review, contact Dogs Index support with your order reference, email used at checkout, product name, reason for the request, and photos if the item is damaged, defective, incorrect, or does not match the order.

Please wait for return instructions before mailing anything back. Items returned without approval or to the wrong address may be delayed or may not be eligible for a refund.