Policies

Our Guarantee

We do our very best to ensure that each and every item meets the highest standard of quality, durability, and beauty that we expect for our pooch, Moxie. We believe that, if it’s not something that we would feel safe, secure, and proud to use with our pup Moxie, then there is no reason you should either.

 

That said, if for any reason you don’t feel like the unused item meets your expectations, just complete the

return form and we will provide you with a Return Authorization (RA) number to include in the package with the returned item.

 

Our guarantee does not cover:

  • Improper use or misuse of the product

  • Damage caused by chewing and scratching

  • Damage caused by cleaning, disassembly, alteration, or modification in any way not specifically recommended by Ruff on the Road

 

If you have used the item and you do not feel that it performed or held up as expected, we may contact you to request additional information. While we reserve the right not to accept any used item for return or exchange, we will always make our best effort to reach a mutually acceptable outcome.

 

In all cases, we will ask for a photo of the item and a written or oral (i.e. by telephone) explanation of how the item did not meet with your expectations so that we can continually improve our products and ensure a positive customer-pet experience.

 

Special Orders

We want to make sure that you and your pooch get exactly what you want in order to enjoy getting out there – or just as well, staying in. So, if you like what we’re doing but don’t see the exact perfect design, colors, size, or specifications to meet your needs or fancy, make an inquiry through the form below or by email at jess@ruffontheroad.com.

 

We’re simply thrilled to listen to new ideas or to chew on a problem. If the idea or special request produces a new product, design, or color scheme that we can and ultimately decide to bring into regular production, you will receive the very first one entirely free of charge!

 

For all other special requests, we estimate the price and turnaround time based on the nature and complexity of the request. And we promise to communicate in a timely manner with your throughout the process so that you are kept abreast of our progress. Please do be aware that, if your special request includes the use of a proprietary image, logo, trademark, etc. – for example, if you want the logo for your child’s Little League team hand-embroidered onto a collar or bed – you will have to hold the necessary permissions and/or appropriately indemnify us in order to proceed with the special order.

 

Still not sure if you want to proceed with a special order? Drop us a line and tell us what you’re thinking. In this case, the only bad idea is one that is not expressed!

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