Return & Exchange Policy
Your satisfaction is our priority. Easy returns, FREE exchanges, 60-day guarantee.
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FREE Exchanges
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60-Day Window
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Full Refunds
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No Restocking Fees
Our Promise
🐾 60-Day Tail-Wagging Guarantee
We stand behind every product we make. If you or your dog aren't completely happy within 60 days of delivery, we'll make it right.
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FREE Size Exchanges
Wrong size? We'll send the right one at zero cost to you.
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Full Refunds
Not satisfied? Return for a complete refund, no questions asked.
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Defect Protection
Manufacturing defect? We replace it FREE - including shipping.
How to Start a Return or Exchange
Quick & Easy Process
- Contact us at support@teamk9.com or via our contact page
- Subject line: "Return Request - [Your Order Number]" or "Exchange Request - [Your Order Number]"
- Include:
- Your order number
- Reason for return/exchange
- New size (if requesting exchange)
- Photos (if defective or damaged)
- We respond within 1-2 business days with instructions
- Ship your item using the provided return address or your preferred method
- Receive confirmation once we process your return/exchange
💚 Average response time: Most return/exchange requests are answered within 1-2 business days!
Return Address
We'll provide the correct return address in your return authorization email. Please wait for our instructions before shipping anything back.
Return Policy
Eligibility Requirements
To qualify for a return, your item must meet these conditions:
- Within 60 days of delivery date
- Like-new condition - unused, unworn, with tags attached
- Original packaging when possible
- Proof of purchase (order number or receipt)
⚠️ Non-Returnable Items: Custom or personalized items (harnesses with custom patches, embroidered names, etc.) are final sale and cannot be returned for refund.
Return Shipping
Customer responsibility: You cover the cost of return shipping for refunds.
Our responsibility: We cover all shipping costs for defective items or our errors.
💡 Tip: Use a trackable shipping service for returns. We're not responsible for items lost in transit back to us.
Refund Processing
Once we receive and inspect your return:
- Inspection: 1-3 business days
- Refund issued: Original payment method
- Bank processing: 5-10 business days (varies by bank)
Refund amount: Full product price. Return shipping costs are not refunded unless the item is defective or we made an error.
Exchange Policy
FREE Size Exchanges
Got the wrong size? No problem! Size exchanges are 100% FREE - we cover all shipping costs both ways.
✅ Zero Risk Sizing: Order with confidence knowing you can exchange for a different size completely free within 60 days!
Color/Style Exchanges
Want a different color or style? We can exchange items within 60 days:
- Item availability: Subject to current stock
- Price difference: If the new item costs more, you pay the difference. If less, we refund the difference.
- Shipping: You cover return shipping; we cover shipping the new item to you.
Exchange Process
- Contact us at support@teamk9.com or via our contact page with your order number and exchange request
- Specify new size/color you'd like
- We'll send instructions and a prepaid label (for size exchanges)
- Ship your item back using our label or your own method
- Receive your new item - we ship it as soon as we receive your return
📏 Need help choosing a size? Check our complete size chart:
🎥 Watch: How to properly fit and adjust your harness
Defective Items & Warranty
Standard 60-Day Warranty
Included FREE with every purchase:
- Covers defects in materials or workmanship under normal use
- FREE replacement if item breaks or fails within 60 days
- We cover all shipping costs for warranty replacements
What's Covered
- ✅ Broken buckles or hardware (under normal use)
- ✅ Torn or split stitching (manufacturing defect)
- ✅ Material defects (tears, delamination, etc.)
- ✅ Zipper or attachment failures
What's NOT Covered
- ❌ Normal wear and tear from regular use
- ❌ Chewing damage or pet damage
- ❌ Misuse or improper care
- ❌ Accidental damage (car accidents, falls, etc.)
- ❌ Damage from washing incorrectly
🛡️ Lifetime Warranty Available: Upgrade to lifetime coverage at checkout for extended protection against manufacturing defects!
Filing a Warranty Claim
- Contact us at support@teamk9.com or via our contact page
- Include: Order number, photos of the defect, brief description
- We review within 1-2 business days
- Receive replacement or refund (your choice)
💡 Proper fit prevents issues: Make sure your harness is adjusted correctly
🎥 Critical for security: Watch how to properly tighten harness straps
Special Circumstances
Returns After 60 Days
Our 60-day return window ensures you have plenty of time to test your gear. Returns must be initiated within 60 days of delivery to qualify for our standard policy.
Damaged During Shipping
If your item arrives damaged:
- Contact us immediately at support@teamk9.com or via our contact page with photos
- Keep all packaging
- We'll send a replacement or issue a refund - your choice
- We cover all costs when items arrive damaged
Wrong Item Received
Our mistake! If we sent the wrong item:
- Contact us with photos of what you received
- We'll send the correct item immediately
- Keep or donate the wrong item - no need to send it back
- Completely FREE - we cover everything
Missing Items
If items are missing from your order:
- Check tracking - multiple packages may ship separately
- Custom patches ship separately from harnesses
- Wait 3 business days for all packages to arrive
- Still missing? Contact us at support@teamk9.com or via our contact page and we'll investigate immediately
Questions About Returns?
Our team is here to help! Contact us and we will make sure you and your pup are happy.
Contact Support 💬