At Zoomie Shop, we believe your furry friend deserves the absolute best. We stand behind the quality of our dog gear and want you to be completely satisfied with your purchase. If something isn’t quite right, we’re here to help make it better!

Our Hassle-Free Return Policy

We accept returns and exchanges for most items within 15 days of you receiving your order. All returned items must be in original, unused, and resalable condition with all original tags and packaging intact.

Please Note: For the health and safety of all our furry customers, we cannot accept returns on the following products:
  • Dog Food & Treats (opened or unopened, due to health and safety regulations)
  • Any used or damaged pet furniture or beds (e.g., Dog Beds & Furniture, Dog Crates, Houses & Pens) that show signs of use or are not in resalable condition.

How to Initiate a Return or Exchange

Follow these simple steps to start your return or exchange:

  1. Contact Us: Email our friendly support team at [email protected] within 15 days of receiving your order. Use the subject line “Return/Exchange Request” and include your order number.
  2. Provide Details: Let us know why you are returning or exchanging the item. If possible, include photos of the product.
  3. Receive Instructions: We will email you within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send the item.
  4. Ship the Item: Carefully package the item and ship it to the address we provide. Please note: Original shipping fees are non-refundable, and return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped).
  5. Processing: Once we receive and inspect the returned item, we will process your refund or exchange within 3-5 business days.

Return/Exchange Request Email Template

To make it even easier, here’s a template you can use for your request:

Subject: Return/Exchange Request – Order #[Your Order Number]

Body:
Hello Zoomie Shop Team,

I would like to request a [return/exchange] for my recent order, Order Number: [Your Order Number].

Product Name: [Name of the product]
Reason for Return/Exchange: [Please explain briefly why you are returning or exchanging the item]

I have confirmed that this item is not part of your non-returnable list (e.g., dog food/treats). The item is unused and in its original packaging.

Please let me know the next steps at your earliest convenience.

Thank you,
[Your Full Name]
[Your Phone Number]

Refund Information

Your happiness is our priority. Here’s what happens after we receive your return:

  • Refund Method: Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Processing Time: Please allow 3-5 business days for us to process the refund once we receive the item. The time it takes for the refund to appear in your account will depend on your bank or payment provider’s policies (typically 5-10 business days).
  • Amount Refunded: You will receive a refund for the cost of the product(s). Original shipping fees are non-refundable.

Exchanges

Need a different size or color? We’d be happy to help! The process for an exchange is the same as a return. Once we receive your original item, we will ship out the replacement product. Standard shipping fees will apply for the new shipment.

Questions?

We’re always here to help make things right for you and your pup. If you have any questions about our returns process, don’t hesitate to reach out to our friendly support team at [email protected].

Thanks for shopping with Zoomie Shop – where we’re committed to making every tail wag!