Shipping & Returns
When an order is placed, we’re like a dog with a bone in trying to get 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.
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 & Exchanges
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.
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.