I. Customized & Personalized Items
Because our products are of a customized nature, Head Dogs operates a no return policy. If you receive a defective or incorrect item, we will replace it as fast as possible.
Order cancellations are permitted up to 4 hours after placing your order as this is the amount of time it usually takes for the order to be sent to the production floor. In some cases, we can cancel and refund an order beyond the 4 hour window at no cost to you (e.g. the production floor has not yet started creating your order). Please email us at email@example.com to inquire if you are in this situation.
Note that any order that has been sent to print cannot be cancelled under any circumstance.
As your order is specific to the photos that you provided, we do not offer refunds on customized or personalized items. All orders are final.
If you receive a defective or incorrect item, we promise to replace it as fast as possible. Please report the issue to us via email at firstname.lastname@example.org and provide photo evidence. We 100% guarantee a replacement to any customer who receives an incorrect, defective, damaged, or mis-printed product.
II. Non-Customized Items
Shoes don't fit? Not a problem, we'll do a one time exchange, 100% Free!
In order for a free exchange to be processed, please provide the following information: reason the shoe didn’t fit (i.e. too small, too big, too narrow), and the new size requested. Please contact us via email at email@example.com to initiate an exchange.
2. Other Non-Customized Items
At Head Dogs we want you to be 100% satisfied with your purchase. If you are unhappy for any reason with your purchase, you can return it to us for an exchange or a full refund, minus the original shipping cost within 30 days of receiving your order. Please contact us via email at firstname.lastname@example.org to initiate a return.
If there is something wrong with your item, you can choose a full refund or an exchange. We will inspect the returned product once received and issue a credit or send an exchange.
What Else You Should Know?
- Returns must be requested within 30 days of receiving your order. Orders older than 30 days are not eligible for return or exchange.
- If your product was incorrect or damaged when received, please contact us immediately at email@example.com so we can resolve the issue. Our desire is for every purchase to be exactly as promised.
- All returned items are inspected and must be in the condition you received them and must include original packaging.
- If you are sent the wrong item or your item is damaged in any way, Head Dogs will provide a pre-paid return label. If the item is being returned for any other reason, the customer is responsible for return shipping.
- Your refund will include the price of your item plus any taxes, but will not include original shipping charges or tax on shipping charges. There may also be a restocking fee if your item was not returned because of damage or an incorrect item being sent.
- Credit for your return will be issued after we've inspected your returned item(s). The time may vary, but will usually occur within 2-3 business days after receipt. Refunds via credit card may take time to appear in your credit statement. Please allow one full billing cycle.
- If you wish to cancel an order, please contact us within 24 hours. After 24 hours the item will be sent to production and we'll make the item. At that point, it cannot be cancelled.
Upon placing an order on our website you are accepting and agreeing to the above policies.
Thank you for your understanding!