Refund policy

REFUND AND EXCHANGE POLICY

Returns & Refunds

We want you and your pup to love your purchase! If you're not completely satisfied, we accept returns within 30 days of delivery for non-personalized items.

Eligibility:

  • Items must be unworn, unwashed, and in original condition with tags attached
  • Items must be returned in their original packaging
  • Personalized/custom items cannot be returned or refunded unless there is an error on our part (wrong name, incorrect color, manufacturing defect, etc.)

Refund Process:

  • Contact us at kassidy@ftlodog.com to initiate a return
  • You'll receive return shipping instructions
  • Once we receive and inspect the item, we'll process your refund within 5-7 business days
  • Refunds will be issued to your original payment method
  • Original shipping costs are non-refundable
  • Customer is responsible for return shipping costs unless the item is defective or we made an error

International Orders:

  • International customers are responsible for return shipping costs back to the United States.
  • All duties and import taxes paid at checkout are included in your order total. If you refuse delivery or the package is returned to us, duties and taxes are non-refundable as they have already been processed.
  • Refunds for international orders will be processed in the same manner as domestic orders, minus any non-recoverable shipping costs.
  • Please contact us before returning international orders to receive return instructions.

Exchanges

We're happy to exchange items for a different size or style within 30 days of delivery. Contact us at kassidy@ftlodog.com to arrange an exchange.

For personalized items, we only offer exchanges if there was an error in the personalization (wrong name, wrong color placement, etc.).

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery with photos. We'll send a replacement or issue a full refund, including return shipping costs.

Important Note About Handmade Items

Because our bandanas are lovingly handmade, slight variations in sizing (within 1/2 inch) and fabric pattern placement variations are normal and part of the handmade charm. These variations are not considered defects.

Questions?

Contact us at kassidy@ftlodog.com and we'll be happy to help!