Your complete satisfaction is our top priority! If you are not 100% satisfied with your purchase for any reason, we will gladly accept returns of your items within 30 days of delivery for a full refund. All we ask is that the item must be unused in the original box with all packaging intact. Products returned after 30 days of the original order date will be issued a full refund minus a 15% restocking fee or will be issued store credit.
Returned merchandise must be in new condition, completely clean of pet hair, stains & odor. The item must have the original tags still attached. We have the right to not accept a return if it does not meet the above criteria and will have the option to send back the item at your expense. Please note that pet supplements are an exception. We accept all returns on pet supplements for a full refund if you are not completely satisfied with them, even when opened and used.
If the product has been tried on and contains pet hair and/or dirt as a result, all pet hair and dirt must be removed from the product to avoid a cleaning fee. If you need help cleaning your gear before returning the order, please contact us at firstname.lastname@example.org or call 800-918-7492. Products requiring cleaning (including removal of pet hair and/or dirt) will be charged a $5 cleaning fee.
If you have received an incorrect or defective item, we'll also pay the return shipping costs. If returning merchandise for any other reason, you are required to pay all shipping charges to return the item. Shipping costs will not be refunded.
If you would like to return an item, please email customer service at email@example.com or call us at 1-800-918-7492 to receive a Return Merchandise Authorization number. This number must be placed on the outside of the return packaging.
When emailing or calling, please provide us with your name, order number, product name, and reason for return. We will be happy to provide you with a Return Merchandise Authorization number and further instructions for returning your product.
We will let you know the return shipping address upon your inquiry for the Return Authorization Number. Most return merchandise should be sent to Cross Peak Products Warehouse. However, several custom or specialty items may need to be returned directly to the manufacturer. We will let you know the correct address.
Please do not ship your package without your Return Merchandise Authorization number, as this tends to make your package get lost in the system.
For your protection, please send your return via carriers who offer package tracking such as FedEx or UPS (be sure to retain your tracking receipt for future reference). Cross Peak Products is not responsible for lost shipments.
We understand that you may need a different size or item. Please contact us to exchange an item by calling us at 800-918-7492.
You should expect to receive your refund within two weeks of us receiving your return. We'll notify you via e-mail of your refund once we've received and processed the returned item.