Refund policy

Shop Policies

At The Dog Gear Outlet, every item is handmade with care and built specifically for your order. Please review our policies before purchasing.

Custom Orders

All custom sales are final. Due to the personalized nature of our products, we do not offer refunds, returns, exchanges, or cancellations on custom-made items once production has begun.

Customers are responsible for providing accurate sizing, color, hardware, and design selections before ordering. If you need sizing help, please contact us before purchase. We are happy to help because apparently mind reading is still not included with Shopify plans.

Returns & Refunds

We stand behind our workmanship and quality. If you believe your order has a craftsmanship defect, please contact us within 48 hours of delivery with clear photos.

The following are not considered defects and do not qualify for refunds, replacements, or exchanges:

  • Normal wear and tear
  • Cosmetic wear from use
  • Minor handmade variations
  • Customer preference changes after delivery
  • Damage caused by improper use, chewing, scratching, storage, or excessive force
  • Used or worn items

Used items are not eligible for return or refund under any circumstance.

Shipping

Current turnaround times are approximately:

  • 1 week for in-stock materials
  • 1.5–2 weeks for special-order materials/colors

Once packages are accepted by the shipping carrier, delays caused by USPS/UPS, weather, holidays, or carrier issues are outside of our control.

Please double-check your shipping address before placing your order. We are not responsible for incorrect addresses entered at checkout.

Product Use & Safety

All products are used at the customer’s own risk. Our gear is durable, but no product is indestructible. Customers should routinely inspect gear for wear and determine whether it is appropriate for their dog and intended use.

Leashes are NOT to be used as tie-outs.

Refusal of Service

The Dog Gear Outlet reserves the right to refuse service, cancel orders, or decline future sales at our discretion due to harassment, abusive behavior, excessive disputes, chargeback threats, or repeated unreasonable complaints.

By placing an order through our website, social media, or invoices, you acknowledge that you have read and agreed to these policies.