Exchanges
We recommend you measure your pooch before making any purchases that need body measurements to be exact.
If you have any questions, please feel free to contact us.
We take every step to ensure all information needed for you to make an informed purchase is available on our website, however, in case you feel you need additional information before making a purchase for apparel, collars & harnesses, shoes and other accessories that need to be measured, please do not hesitate in contacting us.
We are always a phone call away !
If there is a problem or concern with your purchase, and you wish to exchange the product purchased,
- Please email us within 3 days of receiving the product on contactus@poochmate.com.
- Please mention your Order ID number. We will send you an acknowledgement email.
- Please send back the item to be exchanged within 10 days of receipt of our email.
- We apologize but we cannot accept returns for items that are not received by us within 10 days of receipt of the exchange identification number by the recipients under any circumstances.
- Once we receive the item back, we will send you an acknowledgement via email, and subsequently call you to discuss the items you wish to take in lieu of the returned product/s.
Please do note: We do not give refunds, and refunds are in the form of product/size exchanges only.
Items eligible for exchange need to be in their original condition,: brand new, unused/unworn, with all tags and packaging attached, free of odours or stains, pet hair, unwashed and in resell-able condition.
***For exchanges on collars:
Please do not ship collars back to us buckled up- this stretches out the hole and the collar will be considered non-returnable.
If the purchase price of goods chosen in lieu of the returned goods is less than that of the returned goods no refund will be given; and if the goods chosen in lieu of the returned goods exceed that of the returned goods the difference will be borne by the purchaser.
To avoid doubt, no refunds will be given for goods purchased from us.
Customer is responsible for original and return shipping costs on exchanged items. We do not reimburse shipping charges.
The shipping charge for the exchanged product must be incurred by the customer (both while sending back to us as well as when we send the exchanged item to you).
PoochMate Online Store is not responsible for incorrect addresses given, refused shipments, and/or unclaimed shipments.
We are constantly thriving on providing you the best in quality. To maintain hygiene for all our products, we will not be able to accept returns and exchanges on certain items including toys, cloths, beds, custom orders and bakery items. We also do not accept any returns or exchanges on clearance/sale items.
These items are considered a final sale and cannot be exchanged for any reason. We apologise for the inconvenience.
We strive to provide you with excellent customer service.
Please write to us on contactus@poochmate.com if you have any questions that we can help you with.
Thank you for shopping with us!