Refund policy

The short version. If something isn’t right, email us within 30 days and we’ll make it right.

30-day returns. Unused items in original packaging can be returned within 30 days of delivery for a full refund of the product price.

What can’t be returned (unless defective):

•          Grooming and care products that have been opened — balms, shampoos, sprays, and washes are sealed for your dog’s safety and can’t be restocked once opened.

•          Registered ID tags — QR pet ID tags that have been activated/registered to a pet. Unregistered tags in original condition return normally.

How to start a return. Email support@fetchandfield.co with your order number and what you’d like to return. Because our products ship from partner brands, return addresses vary by item — we’ll send you the correct return address and instructions within one business day. Please don’t ship anything back before hearing from us; unauthorized returns can’t be tracked to your refund.

Return shipping. You cover return shipping unless the item arrived damaged, defective, or wasn’t what you ordered — in those cases we cover it and won’t ask you to jump through hoops.

Refund timing. Once the return is received and inspected, refunds go to your original payment method within 10 business days. You’ll get an email confirmation when it’s processed.

Damaged or wrong item? Email a photo and your order number within 7 days of delivery — we’ll ship a replacement or refund you immediately, no return required in most cases.

Exchanges. We handle exchanges as a return + new order, so the item you want doesn’t sell out while the mail moves.