I support

Return Policy

We hope your order makes your tail wag.

In the event it does not and you need to initiate a return, please email the Wagtopia Support team within 14 calendar days of delivery at support@wagtopia.com or call 855.508.1800 

You may return your items purchased on wagtopia.com within 14 days of the purchase date for a full refund (minus shipping fees). Exceptions apply per this policy and are listed below.

Please note: The customer is responsible for all return shipping fees. Additionally, original order shipping fees are not refundable.

Please do not return any items to Wagtopia’s office. We will not accept liability for any products returned directly to us.  You must first email support@wagtopia.com or call 855.508.1800 prior to returning any product. we will advise at that time the appropriate address for the return.

POLICY EXCEPTIONS:

Purchases are final for the following products.  They cannot be returned in any circumstance unless they are the wrong product, or defective:

  • Products which are clearly personalized or made to your specifications.
  • Products purchased for ten dollars ($10) or less.
  • Products which are liable to deteriorate rapidly, (for examples, fresh pet food or supplements).
  • Food or Treats thats have been opened and cannot be resold.
  • Products with health protection or hygiene considerations, if opened, (for example, doggy diapers).

Once we validate the returned items have arrived, your account will be credited within 4 weeks once items are received and processed.

Additional information:

  • Products returned must be in the same condition they were received, such that they may be resold.
  • Products returned must be unworn/unused with original tags and packaging.
  • Products should be packaged so that both the Product itself and the Product packaging (if applicable) are not damaged in transit. Wagtopia and Sellers do not accept responsibility for items damaged in transit. 
  • You are responsible for the return postage costs unless an item has arrived to you faulty or damaged. Note if you upgraded to express delivery, we will only refund the cost of standard delivery.
  • Where you purchased from multiple Sellers, you must send each product to the applicable Seller separately.
  • We strongly recommend using a tracked mail service (with insurance where appropriate for the products value), and retaining proof of postage. Wagtopia and Sellers do not accept responsibility for items lost in return transit. If a returned Product is being shipped internationally, please mark as “RETURNED GOODS” to avoid the Seller incurring any customs charges upon receipt of your return. If a Product is returned but does not meet these conditions, your return may be refused and returned to you or a reduced refund may be offered. 

Damaged or faulty goods

If your order arrived damaged, or you’re having problems with a product you’ve bought, please contact us as soon as possible by emailing support@wagtopia.com. Please note: Most Sellers will require an image or video showing the damage, fault or incorrect item received to be able to provide a solution. 

Refusing delivery

If you refuse to accept delivery of all or part of your order (where the products or packaging do not appear to be damaged or defective) any fees and charges incurred by the Seller due to a package being refused may be deducted from your merchandise refund. The same will apply if the tracking states that delivery has been attempted and the item is awaiting collection from a point of pickup and that item is not collected and returned to the Seller. 

Refunds 

You will be refunded within fourteen (14) days of the Seller’s receipt of the returned Products. Refunds will be issued to the same means of payment initially used to purchase the Products. Refunds usually take between 1 – 5 business days to show in your account, depending on the payment method used. 

Exchanges 

Unfortunately we are unable to exchange items, please follow the returns process using the information above and you can place a new, separate order for the alternative item. 

NOTE: We only accept returns for products purchased directly from wagtopia.com. If you purchased a product at another retailer, please contact that retailer regarding your return.