Here at dog-supplies.co.nz, your satisfaction is very important to us. We know that you, pet parents, are busy. So we've made our Return Policy easy and convenient for you.

Things to know

All items (except for custom orders) are returnable within 21 days after delivery. When returning goods, shipping and a 10% restocking fee are at your own expense. In case it was our fault, we will make everything right at our expenses.

• not have been used, altered, washed, or damaged;
• include original packaging and labels;
• be received at our location within 21 days after delivery.

1. To be eligible for a refund, item(s) must be clean and free of dog hair. If the item(s) has(ve) been tried on and contains dog hair, all dog hair must be removed.
2. Free shipped items, bite sleeves and other heavy weight items (bite suits, bite jackets, jumps, etc.) are subject to a $25 fee or more per each item when returned.
3. Item(s) returned after 21 days will be donated to our local rescue program. We will donate the item(s) to our local rescue program on your behalf, thus you will be helping dogs that are less fortunate. Please note that you will not receive any credit for these returns.

How do you return items?

Do not ship any items back until you receive a return/exchange authorization number.

Please contact our support manager for a return/exchange authorization number. Send us an email with your request to: Contact Us

• order number (Invoice No.);
• first & last name;
• reason for return/exchange;
• any other relevant information.

If you need to return/exchange multiple items simply repeat these steps for each item.

If you do not receive any reply from us within 1 business day, please, check your spam/junk box or email us again. If you have any questions, please call our Customer Service Department at (646)-257-4045 Monday -Thursday : 9:00 a.m. -3:00 p.m; Friday: 9:00 a.m.-1:00 p.m. EST.

NOTE!
We recommend to pack your return(s) carefully and insure it with the shipping company to avoid liability in case the item(s) is(are) damaged in transit.

Do you know what to do in these situations?

• email or call us within 7 days after the receipt of the shipment;
• provide us with the explanation of how your order has been damaged and attach pictures of damaged item(s).

We will file a claim with our shipping company and send a replacement as soon as we obtain a claim approval number, usually within 48-72 hours. If you require immediate replacement, we will charge your credit card for the second shipment and offer a refund once our shipping company has made a determination regarding the first shipment.

• send us the link to the item(s) you expected to receive;
• a photo(s) of the item(s) received.

• muzzle size you received (there should be a letter and/or number at the end of the muzzle strap, which goes around the neck);
• measurements of your dog that you mentioned in your order;
• attach photos of your dog wearing the muzzle: front and profile.

• the size of your dog's neck circumference;
• a photo of the unfastened collar lying flat on a hard surface (table, floor, etc.) with a ruler or tape measure along the length of the collar.

• the measurements of your dog required by the harness model (each product page contains a chart with the instructions);
• photos of your dog with the harness on: front and profile.

• if you want to exchange any other item/s except for the above-mentioned, please email us with the name of the item(s) and the reason for exchange, sizes provided and photos attached.

How do you get your money back?

Once we receive your return, we inspect your item(s) and then initiate a refund. We will notify you via email when your return has been processed.

• If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5 business days after the receipt of the returned item. Please contact the card-issuing bank and ask when your card will be credited.
• If you paid by PayPal, we will refund your PayPal account.

Custom duties and taxes

Orders outside of the U.S. may be subject to import taxes, customs duties and fees, levied by the destination country ("Import Fees"). Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.