Store Policies
OFF the LEASH / Return Policy
At OFF the LEASH, we strive to ensure that every order you receive is pawsitively purrr-fect. If you are not completely satisfied with your purchase, we are here to help!
Eligibility for Returns
- ** Custom Orders: ** Due to the personalized nature of our products, custom products are non-returnable unless they arrive damaged, defective, or significantly different from the original ordered design.
- ** Non-Custom Orders: ** For non-custom items, we accept returns within 30 days of the delivery date. The item must be unused and in its original condition and packaging.
How to Request a Return
- Contact our Customer Support team at customerservice@off-the-leash.com within 5 days of receiving your order. Please provide your order number, a brief description of the issue, and photos if applicable.
- Our team will guide you through the next steps, including how to return your item if your return request is approved.
Refunds and Exchanges
- For **damaged or defective** items, we will offer a replacement at no extra charge or a full refund, including shipping costs.
- For **non-custom items**, refunds will be issued to the original method of payment within 7-10 business days of receiving the returned item.
- Please note, original shipping costs are non-refundable unless the return is due to our error.
Return Shipping
- Customers are responsible for return shipping costs unless the product is defective, or the return is due to an error on our part.
Non-Returnable Items
- Custom products (unless defective or incorrect)
- Items marked as final sale or clearance
- Gift cards
Changes to Store Policies
- We reserve the right to modify these policies at any time. Changes will be effective immediately upon posting on our website. Your continued use of the site after any changes constitutes your acceptance of the new Store Policies.
At OFF the LEASH, we value our customers and will work with you to ensure you are pawsitively satisfied. For any questions or concerns, feel free to reach out to our team at customerservice@off-the-leash.com