OUR POLICIES

We're Very Serious About Your Satisfaction

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.

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’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!

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.

 

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!

When you place an order, we’re like a dog with a bone getting it processed and shipped out to you as soon as possible. Turn around time is one to two business days and we are off on weekends and national holidays.

SHIPPING

As soon as your order ships we will send you an email with the carrier and tracking number (if available) so that you can follow the package’s progress and be ready to bark at the mailman when it arrives at your doorstep.

 

We apply standard shipping rates at checkout based on the type and number of items in your order and how soon you need it. We will pay for free ground ship on orders of $50 and above.

 

If you need to cancel or change an order once it has been placed, you can do so up until it has shipped. In this case we recommend that you call us during business hours Mon-Fri, 8:00am – 4:30pm at 818-943-0837. We prioritize getting orders out the door so sending an email might not get our attention quickly enough to make the change in time.

 

RETURNS

We want you to love your Ruff on the Road apparel as much as we do. So if you are not fully satisfied with your order for any reason, you can return it for a full refund within 30 days of purchase. To qualify the item(s) must be unused and cannot be washed, altered or damaged in any way.

 & EXCHANGES

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

 

To be refunded the full value of the item it must be clean and free of dog hair. Items requiring cleaning or removal of dog hair will be charged a $5 ‘Messy Shedder’ fee.

 

To avoid unnecessary returns/exchanges, we recommend that you reach out to us by chat, email, or phone if you have any doubts in selecting the right product, design, color, or size for your pooch.

 

To initiate a return or exchange, complete the online form. We will respond to your request ASAP with a Return Authorization (RA) number. Include the RA# in the package with the item to return/exchange. We reserve the right not to process a return or exchange for items received without first obtaining an RA# or where an item is received without the RA# included with the item.

 

We recommend that you use a shipping method that includes insurance and a tracking number for the package. Shipping costs for returns and exchanges are the responsibility of the customer.

 

We begin processing returns and exchanges as soon as they are received and it usually takes two to three business days to affect a refund or to ship the replacement in the case of an exchange. It might take several additional days for the refund credit to post to your account depending on your original payment method.

 

We will notify you as soon as your return/exchange has been processed. Please note that refunds do not include the original shipping costs paid on your order.

 
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Los Angeles, CA, USA + Panajachel, Guatemala

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