Returns & Refunds

The fair-and-square version: 30 days on unused hard goods. If you changed your mind, you pay the return shipping and we refund the product price. If we got it wrong, a defect, damage, or the wrong item, we cover everything, 100%, and usually a photo is all we need. Personalized items can't come back for a change of mind (they have your dog's name on them), but anything wrong with one gets remade or refunded without a return shipment.

Changed your mind? (hard goods)

  • Window: 30 days from the day your order is delivered.
  • Condition: unused and in its original packaging. "My dog played with it for a week" is a product review, not a return, and we say that with love.
  • Who pays shipping: you cover the return shipping for change-of-mind returns. We're an independent store, and honest pricing instead of "free returns" baked invisibly into every price is the trade we've chosen. We'd rather tell you that plainly.
  • Refund: the full product price (plus tax) back to your original payment method, typically within 5 business days of the return arriving and being checked. Original shipping charges, if any, aren't refunded on change-of-mind returns.

Defective, damaged, or wrong item? On us. All of it.

If your order shows up broken, flawed, or it's simply not what you ordered, that's our mistake to fix and you won't pay a cent to fix it:

  • Email a photo of the problem to hello@bestfriendsupply.com within 30 days of delivery. For most cases the photo is all we need; no boxing it up, no label printing, no trip to a drop-off counter.
  • Your choice: a free replacement or a full refund, including any shipping you paid.
  • If we ever do need the item back, we send a prepaid label. You will never pay return shipping for our mistake.

Personalized Studio items

Bandanas, tags, blankets, and anything else made in the Personalization Studio is printed to order with your dog's name on it, so it can't be restocked and can't be returned for a change of mind. The flip side, and we mean this:

  • Any misprint, defect, or transit damage gets remade or refunded, your pick. That includes anything that doesn't match the preview you approved at checkout.
  • No return shipment needed. A photo of the problem is enough. Keep the item, donate it, or let the dog have it anyway.
  • One honest caveat: if the name was misspelled in the order itself, the preview is the contract, since what you approve is what gets printed. Catch a typo after ordering? Email us immediately and we'll try to stop production, no promises, but we'll genuinely try.

How to start a return

  1. Email hello@bestfriendsupply.com with your order number and, if something's wrong with the item, a photo.
  2. A human (not an autoresponder) replies within one business day with next steps, and the return address if one is needed.
  3. Refunds go to your original payment method, typically within 5 business days of approval. Your bank may take a few more days to show it.

One more plain-English note: please email before shipping anything back. Our products ship from more than one warehouse, so the right return address depends on the item, and we'd hate for your package to go somewhere unhelpful.

Questions this page didn't answer? The FAQ covers more, or just ask us directly.