Returns and Exchanges
Extreme Dog Gear sales are final. We do not accept returns or offer refunds. We may offer exchanges under limited circumstances. If an item is damaged as a result of quality or craftsmanship, customers must contact us with their concern within 14 days of receiving items for an exchange. Items mailed back for exchange must be unworn, undamaged, and in their original packaging. Extreme Dog Gear reserves the right to refuse any exchange where the product returned is not in its original condition. The customer is responsible for all shipping charges. If you encounter an issue with your purchase please reach out via the contact us form.
A NOTE ABOUT OUR POLICY
Hi there! Thank you for taking the time to look into our policy on returns and exchanges. It’s probably safe to assume that you’re interested in reading this because you might want to return an item you are currently looking to purchase or that you recently purchased. Your reason for considering a return may be one of a number of reasons. Please let us help answer or
resolve any concern that you may have so that you can feel good about your order. We encourage you to contact us if you have any questions, we’re good at solving problems so let us assist you through any challenge you’re experiencing that is a result of shopping with us online. Below we’ve outlined a few scenarios that might prompt interest in a return and offer recommendations on how to avoid the problem in the first place and how we handle the problem if it’s already a reality.
Oh no, I ordered the wrong size dog gear!
If you’ve never shopped with us in person, you probably don’t know what size dog collar will fit your dog best. We have included a brief paragraph on each dog collar product page to help you figure out what size we recommend for your dog. But what if you didn’t see this and ordered the wrong size or maybe you ordered the dog collar for someone else and just got it wrong. In such case, we are happy to provide you with an exchange for a different size. Please note: For items with customisation options, hand made products like collars, leashes and harnesses, including any product configurations, image personalisation, text inscriptions, or designs (such as engravings, AISI 304 Stainless Steel, monograms, embroidery, or embossing): we do not offer refunds or exchanges!
- Before you return an item you need to contact support via Whatsapp so we can check if the item falls under the exchange option.
- When exchanging an item you’re responsible for return shipping, reshipping and exchange fees! The reshipping fee is the shipping charge listed on your invoice. The exchange fee is a fixed onetime 7.50 euro + shipping costs.
- When exchanging an item, use a carrier that provides tracking and upload the details to the exchange request email. Always include a copy of the original invoice and write down the correct size you need.
- Only a very few items fall under the exchange option. You can find them listed here in the return policy. Returning items without prior notice will result in loss of your product.
- We know the total costs will be high for you but since we make all products by hond upon ordering it is the only option we can offer you. You will be send an payment link for these costs as soon as your product has been returned.
Oh no, I don’t like the color of the piece I selected.
We recommend thinking ahead about how you would style this piece of dog gear and which color best suits the way your dog wearing this piece. We do our best to portray the colors in our dog gears as accurately as possible to avoid any surprises when you open up your shipment. If you know what color you want and like what you see online, we should be able to avoid this problem. We understand, however, that you may just have a change of heart and decide that instead of going with a bold color you’d prefer something more neutral. Or maybe you purchased a gift for your girlfriend and she would prefer a different color. We know that color is a particular thing so be sure to order the right color. We don't offer exchanges or refunds.
Oh, I’m just not that into it.
Please consider your purchase carefully. We put a lot of effort into providing product details and images of our dog gear so that you can make an informed decision before placing your order. We do not accept returns and we do not accommodate exchanges for different hand made products. To understand why this is our policy, keep reading.
You’re probably happy to know that we can offer exchanges under certain circumstances but still disappointed that we don’t offer any returns. Let us explain why. We are a small business, a very small business that makes many of our products to order. We typically don’t make a product until someone orders it. So when you place an order, we’re making it specifically for you. Each time that we accommodate an exchange, we are taking the time to make another product for you. We have made the decision to limit exchanges and we choose not to accept returns because it is simply not cost effective for our operation. Our time is limited and we handle nearly all aspects of our business ourselves. To keep up with orders and to still set aside enough time needed to maintain our business, work on new collections and directions for our brand this is the only feasible choice.
We believe deeply in the quality of our products and know that our products are better in real life than they appear online. So if you’re reluctant to purchase something that you have yet to see in person, we think it’s safe to say that if you’re drawn to it online then you will not be disappointed when you received the product in the mail.
Thank you for taking the time to read about our policy and our business. We hope it offers answers to your questions and improves your online shopping experience with us. As always, please reach out if you have any lingering questions. We’re here for you!