Refund policy

Team K9 Return, Exchange & Refund Policy

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 — with FREE exchanges and a 100% money-back guarantee.

For the most up-to-date and fully formatted version of this policy, please visit our Help Center: Return & Exchange Policy.

How to Start a Return or Exchange

Email us at support@teamk9.com with your order number and reason for return or exchange.

  • Subject line: "Return Request – [Your Order Number]" or "Exchange Request – [Your Order Number]"
  • Include: order number, reason, new size (if applicable), and photos (if defective or damaged).

We respond within 1–2 business days with authorization, instructions, and (when applicable) a prepaid label.

Eligibility Requirements

  • Return or exchange requests must be initiated within 60 days of delivery.
  • Items must be unused, unworn, and in like-new condition with tags attached.
  • Original packaging is preferred when possible.
  • Proof of purchase (order number or receipt) is required.

Non-returnable items: Custom or personalized products (such as harnesses with embroidered names or custom patches) are final sale and cannot be returned or refunded.

Return Shipping & Costs

  • Customers cover return shipping for standard refunds or color/style exchanges.
  • We cover shipping for size exchanges, defective items, or errors on our part.
  • Please use a trackable shipping service; we are not responsible for items lost in transit.

FREE Exchanges

Need a different size? We offer FREE size exchanges within 60 days — we cover all shipping both ways.

  • For color or style changes, you cover the return shipping and we cover the outbound shipment of your replacement.
  • If the new item costs more, we’ll send a payment link for the difference; if it costs less, we refund the difference.

Damaged, Defective, or Wrong Items

  • If your order arrives defective or damaged, contact us right away with photos and we’ll replace it free of charge.
  • If you receive the wrong item, you can keep or donate it — we’ll ship the correct item immediately at no cost.

Refund Process & Timing

Once your return is received and inspected, we’ll notify you and issue a refund to your original payment method within 5–10 business days.

  • Refund amount: Full product price (minus return shipping unless defective or our error).
  • Original shipping is refunded only if the return is due to a defect or mistake on our part.
  • No restocking fees — ever.

If more than 15 business days have passed since approval and you haven’t received your refund, please contact us at support@teamk9.com.

Return Address

The return address will be provided in your authorization email. Please do not ship any items back without approval.

Special Circumstances

  • Returns after 60 days: Requests outside the window may be considered case-by-case for store credit only.
  • Damaged during shipping: Report immediately with photos; we’ll replace or refund and cover all costs.
  • Lost packages: If a carrier confirms a package was lost, we’ll replace or refund you in full.

Questions or Help

Our support team is here to help you and your dog every step of the way.

Email: support@teamk9.com

Help Center: Return & Exchange Policy