Returns & Exchanges

Returns / Cancellations

If you are not 100% satisfied with your purchase simply return it to us if it is in its’ original unused condition.

To return your product, please contact us for a return authorization and address. Please call us for the fastest response. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Returns must meet the following requirements:

Simply return it to us if it is in its’ original unused condition
Items must have original tags attached
Items must be clean and have no pet hair.
Items returned within 7 days, may be refunded via store credit or the original payment method, if applicable.
Items returned in new condition after 7 days will be refunded with a store credit only.
Items cannot be returned after 14 days
Store credits and returns will not include the shipping and handling costs.
All returns must be approved. Please contact us at 209-788-9663.
We reserve the right to determine if a product is in used or non-salable condition.
Special Value (i.e. sale, holiday or clearance items) are final sale.
Treats and other perishable food are final sale.
For pet health reasons, shoes, beds, and belly bands cannot be returned.
Custom” and “Special Order” items cannot be exchanged or returned.
Once an item has shipped, it cannot be canceled.
Handmade, custom or personalized items cannot be canceled once the designer has created the item.
Cancelations can only be made on the same day if the item has not shipped.
Holiday items, food, treats, beds, shoes, belly bands and personalized / custom orders are non-refundable.
We are available to answer your questions and help you with custom orders. Please call.
We do not refund if an item takes too long to be delivered by a shipping company. We have no control over the shipping company process.We are happy to assist you in tracking the order.

Custom / Personalized

Custom, personalized, made to order items may not be returned. We offer assistance with each custom order. We will contact you before processing your custom order. If you have any questions before placing any order, you may contact us to help you choose the correct style or size. We will be happy to assist you. You may fill out the contact form by clicking here, and we will get in touch with you. When checking out, please type your pets information in the box. We review all notes before processing the order.

We will be happy to help you choose the correct size and style before placing or processing the order. You may fill out the contact form by clicking here, and we will get in touch with you. We want you to be completely satisfied. We will always contact you for each custom order to ensure you have exactly what you want.

Defective:

Please call us for the fastest response. please call us if you have a defective item. In most cases, the manufacturer may provide a replacement if it is not due to chewing, breaking or normal wear and tear.

Some products have a guarantee. Please check with us before returning an item. Some products will be returned directly to a manufacturer and have a different address.

Add Ons:

Order add-ons cannot be accepted and will need to be placed separately if the original order has been processed. Occasionally, we may be able to combine orders if the first order has not been processed. Please call if you have any questions.

Questions

Please call 209-788-9663 for a return instructions. You may also email us, text us, chat with us or fill out our contact form.

Tracking Numbers and Stolen/Lost packages after delivery confirmation:

Packages stolen from your residence cannot be refunded. We will help you open a claim with the shipping company.
Stolen packages should be reported to your local police department.
Most items have tracking numbers. Some orders will have more than one tracking number.
Occasionally, an item that is shipped by a partner, may not have a tracking number.
All items shipped directly from Chloe Cole Pets LLC will have a tracking number.
We do not refund if an item takes too long to be delivered by a shipping company. We have no control over the shipping company process. We are happy to assist you in tracking the order. Let us know if you need an estimated time.

Please note: We have no way of knowing whether or not you received an item once the shipping company gives us a delivery confirmation. We have no way of knowing if an item was stolen from your porch or mailbox. We are not responsible for lost or stolen packages after they are delivered. If the shipping company delivered to the wrong address, please contact the shipping company. If you need help, please call us. We want to help you.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Once your refund is processed, a credit will automatically be applied to your credit card or original method of payment, within a few days. During holidays, a refund may take longer.

Late or missing refunds (if applicable)

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please let us know.
Also, contact your credit card company, it may take some time before your refund is officially posted.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the original value of your return. Once the returned item is received, you will receive a gift certificate. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Return Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.