🐾 Shipping & Returns

Quick Summary

Service Area

We currently ship to addresses within the United States only. Subscribe to our emails to be notified when international shipping becomes available.

Processing & Delivery

• Orders typically ship within 1–2 business days of being placed.
• U.S.-stock items (fulfilled from our U.S. supplier partners) usually arrive in ~2–5 business days after shipment.
• Overseas partner items usually arrive in ~5–10 business days after shipment.
• Some items dispatch from Canada or the EU; most arrive within the 5–10 business-day window above.

If your order includes items from multiple partner facilities, you may receive separate shipments with individual tracking numbers — don't worry if one parcel arrives before another!

Shipping Fees

We offer free standard shipping on every U.S. order — no minimum purchase required. Your pet deserves that extra treat.

Shipping is calculated at checkout. Any active free-shipping promotions will be applied automatically.

Order Tracking

We'll email you a tracking link as soon as your package ships. Orders with multiple items may generate multiple tracking numbers — one per supplier shipment.

Signature Requirements

Most shipments do not require a signature. For higher-value orders, the carrier may require one at their discretion.

Address Changes

If you need to update your shipping address, contact us immediately with your order number and the correct address. Once a package is in transit with the carrier, rerouting is not guaranteed.

Return Eligibility & Timing

• For most pet products and accessories, you may request a return within 7 days of delivery.
• If a product page lists a longer window (e.g., 14 days), that longer window applies to that item.
• All return requests must be initiated by contacting us within the applicable window — items sent back without prior authorization may not be accepted.

Final-Sale / Non-Returnable Items

The following categories are final sale and cannot be returned unless the item arrives damaged or incorrect:

• Pet treats & edible products
• Grooming consumables (shampoos, conditioners, wipes, sprays)
• Pet hygiene & sanitary products (disposable pads, waste bags, etc.)
• Single-use or opened accessories
• Items marked "Final Sale" on the product page

Because we fulfill through supplier partners, return eligibility may vary by item. When in doubt, contact us before purchasing.

Item Condition

Returned merchandise must be unused and in its original, resalable condition with all original tags and packaging intact. Please pack the product inside a shipping carton — do not attach labels directly to the product packaging.

Who Pays for Return Shipping?

• Change of mind / size or fit: return shipping is the customer's responsibility.
• Wrong item, damaged, or defective: we will cover return or replacement shipping — please notify us within 48 hours of delivery with clear photos of the item and packaging.

How to Start a Return

1. Email contactus@dearpooch.com (or text (424) 241-0418) within your return window with your order number and the item(s) you'd like to return.
2. We'll reply with instructions and the correct return address (this varies by supplier) and provide an RMA number if required.
3. Ship the item using a trackable service and share the tracking number with us to avoid delays in processing.

Refunds

• Once your return is received and inspected, we'll issue a refund to your original payment method for the merchandise price.
• Original shipping fees are non-refundable unless we shipped the wrong item or it arrived damaged or defective.
• Depending on your bank or card issuer, it may take 1–2 billing cycles to post the credit.

Exchanges

For the fastest resolution, please place a new order for the item or size you want, then return the original following the steps above. This gets your pet's new gear to them as quickly as possible.

Package Shows Delivered but Can't Be Found

First, check nearby doors, your building's mailroom, with neighbors, and any spots the carrier may have noted as a safe drop location. Many "delivered" carrier scans appear shortly before the actual drop-off. If the package still hasn't turned up by the next business day, contact the carrier directly and reach out to our team — we'll do everything we can to help.

Item Arrived Damaged, Defective, or Incorrect

We're sorry your order didn't arrive as expected! Please contact us within 48 hours of delivery with clear photos of the item and its packaging. We'll make it right with a replacement or full refund — no hassle, because your pet deserves better.

We'd love to hear from you — and your pup! 🐾

Email: contactus@dearpooch.com
SMS/Text: (424) 241-0418
Mailing Address: 2390 Crenshaw Blvd, Ste #166, Torrance, CA 90501