Refund and Returns Policy

Last updated: May 22, 2026

This Refund and Returns Policy applies to eligible products purchased directly from https://officialmydog.com/ (the “Site”). The Site is operated by MyDog™ (“MyDog™,” “we,” “us,” or “our”).

If you purchased a MyDog™ product from another retailer, marketplace, reseller, or third-party seller, please contact that seller directly. Their return and refund policy will apply.

Return Window

You may request a return within 30 days after delivery of an eligible product.

To be eligible for return, the product must be:

  • clean and in like-new, resellable condition;
  • free of pet hair, odors, stains, structural damage, chewing, scratching, or signs of misuse;
  • returned with all parts, hardware, accessories, manuals, inserts, and original packaging when available;
  • safely packed for return shipment;
  • accompanied by proof of purchase from the Site.

We reserve the right to refuse a return or reduce a refund if the product is returned used, damaged, incomplete, missing parts, unsafe to handle, contaminated, improperly packed, or not in the condition described above.

Items That Cannot Be Returned

Unless defective, damaged in transit, or required by law, the following items are final sale and not eligible for return:

  • products damaged by pets, chewing, scratching, misuse, improper assembly, improper cleaning, accidents, unauthorized modifications, or normal wear and tear;
  • personalized, custom, made-to-order, clearance, final-sale, or gift card items;
  • opened food, treats, supplements, grooming, hygiene, or sanitary products if those categories are sold on the Site;
  • replacement parts sold as final sale;
  • products purchased from third-party retailers, marketplaces, resellers, or unauthorized sellers.

How To Start A Return

To request a return, email support@officialmydog.com within the return window with:

  • your order number;
  • the name and email address used for the order;
  • the item you want to return;
  • the reason for the return;
  • photos of the product and packaging, if the item is damaged, defective, incorrect, missing parts, or a large item that requires return-shipping review.

Do not send a product back before your return request is approved. If approved, we will provide return instructions and, when applicable, a return authorization. Items sent back without approval may be refused, returned to sender, or ineligible for refund.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error, such as sending the wrong item, or the item arrived damaged or defective. All returned items should be sent in their original box and / or packaging. In the case that the original packaging is damaged beyond use, the return item needs to be repackaged in a box / package of equal or better condition.

Returned items are subject to a 50% restocking fee. This fee applies to all returns unless otherwise approved by an authorized representative of MyDog™.

Original shipping, handling, delivery, assembly, and expedited shipping fees are non-refundable unless required by law or unless the return is due to our error.

Large, heavy, or oversized products may require special return instructions, freight service, original packaging, palletized return, or additional carrier fees. We will provide applicable instructions when your return is approved.

We recommend using a trackable shipping service and keeping your return tracking number. We are not responsible for returns lost or damaged in transit.

Damaged, Defective, Incorrect, Or Missing Items

Please inspect your order when it arrives. If an item arrives damaged, defective, incorrect, or missing parts, contact support@officialmydog.com within 7 days of delivery.

Include your order number, a description of the issue, and clear photos of the product, packaging, shipping label, and any damage or missing parts. We may offer a replacement part, replacement product, exchange, return authorization, store credit, or refund depending on the issue and product availability.

Damage caused by pets, improper use, improper assembly, accidents, unauthorized modifications, or normal wear and tear is not considered a shipping defect.

Exchanges

Exchanges are subject to product availability. If an exchange is approved and the replacement item costs more than the original item, you will be responsible for the price difference and any applicable taxes or shipping. If the replacement item costs less, we may refund the difference or issue store credit, depending on the circumstances.

Refunds

After we receive and inspect an approved return, we will notify you whether the refund is approved. Approved refunds will be issued to the original payment method unless we agree otherwise.

Refund processing times depend on your payment provider. Most approved refunds are submitted by us within 5 to 10 business days after inspection, but your bank, card issuer, or payment provider may take additional time to post the credit.

If a returned product is missing parts, damaged, unsafe to handle, contaminated, or not in returnable condition, we may deny the refund or deduct reasonable costs from the refund to the extent permitted by law.

Canceled Orders

If you need to cancel an order, contact us as soon as possible at support@officialmydog.com. We cannot guarantee cancellation once an order has been processed, packed, or shipped. If the order has already shipped, you may need to request a return after delivery.

Refused Or Undeliverable Packages

If a package is refused, returned to sender, or undeliverable because of an incorrect or incomplete address provided at checkout, we may deduct original shipping, return shipping, carrier fees, and handling costs from any refund, unless prohibited by law.

Gifts

Gift returns may be eligible for store credit if the item meets the return requirements and the original order can be verified. Refunds to the original payment method may require confirmation from the original purchaser.

Warranty

This policy covers returns and refunds for purchases made through the Site. Any product warranty, if offered, will be described separately on the product page, packaging, warranty materials, or written warranty documentation. A warranty does not cover misuse, improper assembly, improper cleaning, pet damage, unauthorized modifications, accidents, or normal wear and tear unless the warranty expressly says otherwise.

Contact Us

MyDog™
38 Sweet Acres Lane
Lexington, VA 24450
Email: support@officialmydog.com