Refund policy

Our Approach

We want you and your dog to love what you order. If something arrives damaged, defective, or incorrect, we'll make it right.

Damaged, Defective, or Incorrect Items

Contact us within 7 days of delivery. Email support@snoutwick.shop from the email address used on your order and include:

Your order number
A brief description of the problem
Clear photos or a short video showing the problem, plus a photo of the shipping label

Once your claim is approved, we'll send a free replacement or issue a refund, at our discretion. We may ask you to return the item before a replacement or refund is issued; if so, we'll provide return instructions and cover the return shipping.

Changed Your Mind

We accept change-of-mind returns within 30 days of delivery if the item is unused and in its original packaging. Email us first for return instructions and the return address; items sent without approval can't be accepted. Return shipping is paid by the customer, and a 15% restocking fee applies. Your refund is issued once the return arrives and is inspected.

Processing

We process approved refunds within 2 business days, back to your original payment method. Your bank may take up to 10 business days to show it. Replacements ship within 1–3 business days with new tracking.

What's Not Covered

Normal wear and tear
Chewing or other damage caused by pets
Misuse, or damage from not following care instructions
Wrong size, color, or shipping address selected at checkout
Gift cards and items marked "final sale"

Claim Limits & Fair Use

One claim per order. We may ask for additional photos or information before approving a claim, and we may decline claims that appear fraudulent or abusive. We reserve the right to refuse future orders from customers who misuse this policy.