At Elmo Dog House, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations. Our Return Policy aims to make the return process as straightforward and convenient as possible. Please read the guidelines below to understand our procedures and conditions for returns.

1. Eligibility for Returns

• Return Window: Products can be returned within 30 days of delivery.
• Condition: Items must be unused, undamaged, and in their original packaging, with all tags and labels intact.
• Non-Returnable Items: Certain items, such as personalized products, perishable goods, and clearance items, are non-returnable. Please check product details for specific exclusions.

2. Return Process

To initiate a return:

1. Contact Us: Email our Customer Service team at [email protected] with your order number and reason for return.
2. Receive Instructions: Our team will provide you with return instructions and a return shipping address.
3. Prepare Your Package: Place the item(s) securely in the original packaging, including all components.

Once we receive your return, it will be inspected, and we will notify you of the status.

3. Refunds

• Refund Method: Approved refunds will be issued to the original payment method.
• Processing Time: Refunds are processed within 5-10 business days after the return is received and inspected.
• Shipping Fees: Original shipping charges are non-refundable. Return shipping costs are the responsibility of the customer, except in cases where the product arrived damaged or there was a mistake on our part.

4. Exchanges

If you wish to exchange an item, please contact us within 30 days of receiving your order. We recommend placing a new order for the replacement item to ensure availability. Refunds for the original item will be processed once it is returned.

5. Damaged or Defective Items

In the rare case that an item arrives damaged or defective, please contact us immediately at [email protected]. We will arrange for a replacement or refund at no additional cost.

6. Return Exceptions

• Items returned without prior authorization may not be accepted.
• Returns outside the 30-day window may be subject to a restocking fee or not be eligible for return.

7. Contact Us

For any questions or further assistance with returns, please reach out to our Customer Service team at [email protected]. We are here to help ensure a smooth return experience.

Thank you for shopping with Elmo Dog House. We appreciate your trust in us and are committed to providing you with products you and your pet will love!