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Returns and Exchanges
If your order arrived damaged, is defective or we sent the wrong thing (it rarely happens but even Mutts can make mistakes) rest assured that we'll make it right!
Note: You must email us requesting a Return Authorization Form (RMA). Returns Sent Without the RMA Cannot Be Processed
We do not have a time limit on returns. If you purchased the item from us, we still offer it in our online store and it is in brand new condition, you can return it (see below for the details on specific products). If you have any questions about whether you should return an item, please contact us before shipping it to us. We do not refund outgoing shipping. You will need to pay for return shipping also.
- Raw Food and Bones: These items are not returnable due to their perishable nature.
- Edibles: Edibles that come in their own package and have been opened are not returnable. We carry only treats and food that are tested and approved by the Mutt Mart mascots. Please order one package at first to see if your dog likes it. If your dog doesn't like it, pass it on to a favorite canine friend.
- Clothing Items: Most returns are due to guessing at the size rather than taking the time to measure. There is a conditional 15% restocking fee on clothing. If we need to remove the hair from the item, we will charge a 15% restocking fee for the cleaning service. If you do return a clothing item, take the time to clean the dog hair from it. Sticky tape or a lint roller work great for this. If you return a clothing item in new condition (absolutely no dog hair on it) we will waive the restocking fee. If the clothing item has doggie smells, is dirty, or in a condition we cannot sell as new, we will not provide a refund.
- Exchanges: Ordered the wrong size or color? Simply place an order online for the correct item(s) and return the items that you don't want in their original condition. We'll credit your card for the returned items.
- Don't Like It or It Isn't What You Expected: If you're not satisfied with your purchase, return it in new condition (that means void of dog hair, with it's original packaging, bags, etc.). We'll refund your original purchase price. If you're exchanging, please see how to exchange in Exchanges above. We cannot issue a credit if the item has been used (i.e. teeth marks) and/or damaged. If items are damaged on their return trip to us, we cannot make a refund. We recommend you insure your package.
- Closeout and Customized Items: Cannot be returned except for manufacturer's defects.
- Discounted "as is": If an item is sold "as is" or "damaged", it will be marked such on the invoice and cannot be returned. We sell "as is" items at a discount and only upon special request by the customer.
Bottom line is if you have an item you've opened, looked at and decided it won't work for your needs, feel free to return it and we'll credit you back for the item (except for the specific items metioned above). If on the other hand you use it and the item shows wear or damage upon return, we will not be able to give credit for it. Instead we will donate it to a canine rescue organization on your behalf. You will not receive credit for these returns. You will have the satisfaction of knowing you are helping dogs that are less fortunate.
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FAQ
What is your shipping cost?
Shipping on this Item is FREE
If purchasing multiple products from us, please see that items description
-How long does your shipping take?
We pride ourselves in our super fast shipping and do everything we can to get your order from our warehouse to your home as soon as possible. Most orders placed by 1pm PST will ship that same day (except on the weekend of course).Occasionally circumstances arrive where there is a delay in shipping and we do our very best to notify you by email.
**Innotek/Petsafe products are sent directly from Innotek, and most ship within 2-3 days of your order**
-Do you ship internationally?
No, sorry at this time we do not.
-Do you ship to Alaska and Hawaii?
Yes we do, but at different rates. Please email us for a shipping quote before ordering.
-Do you offer expedited shipping?
No we appologize but we do not offer expedited shipping.
-What carriers do you use for shipping?
We ship everything either USPS Priority or UPS Ground depending on the weight of the package.
-Do you charge sales tax?
That's one of the benefits of online shopping is there is no sales with only the exception of if you are in our home state, Nevada.
-Where are you located?
We have two warehouses, one in Reno, NV and another in Cincinatti, OH. |
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