Returns and Refunds

Can I return my purchase?

Your satisfaction is a key principle to our company!  We believe that an online buying experience should be both transparent and satisfying; just as treats are to dogs!  We aim to achieve happy customers that get excited when receiving cute stuff for their Fido!

If you are not happy with your purchase, you may return or exchange it without cost within five (5) days of receiving package!  

All we need from you is that you take the package to your nearest assigned postal service station along with the documentation we will provide to you for this purpose.  Did we mention it is free to return, you only pay for exchange shipping!  

Return Steps and Requirements

1. If five (5) days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, so please take the time to open your package once you receive it;
2. To be eligible for a return, your item(s) must be unused/ unworn and in the same condition that you received it. It must also be in the original packaging and contain its labels;
3. You will need to request a return authorization from us through our customer service email stating the reason of return, your order number and the items you intend to return;
4. Print the documents sent to you by our customer service once the return is authorized;

** In the event your return is not authorized, rest assured we will do all in our power to try to meet your satisfaction and for you to be happy!

Several types of goods are exempt from being returned.

• Gift cards;
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error;
• Sale or Outlet items;
• Any item that is returned more than five (5) days after delivery

How and when should I expect to get my refund?

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

What if my refund is late or missing?

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

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 contact us at info@toydoggiebrand.com

Are sale items eligible for refund?

Only regular priced items may be refunded, unfortunately sale or outlet items purchases are final and cannot be refunded.

How can I make and exchange on an item I purchased?

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@toydoggiebrand.com and send your item to:

309 Savannah Real 
San Lorenzo, P.R. 00754

I received my purchase and it is damaged!

In rare occasions delivery companies can damage your purchase due to a wrongful management of your package.  We hate this happened and our top priority is that you are satisfied with your purchase! Therefor:

• Take a reasonable amount of pictures of how your received your package.  It's important we can appreciate the damage on the box to take a better decision.

• Send us your evidence pictures and order number to info@toydoggiebrand.com

• The solution to your situation will be totally satisfying for you and we will take care of it and answer back to you within the same day of receiving your notice.  

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

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.

Where do I need to ship back to Toy Doggie?

To return your product, you should mail your product to:

309 Savannah Real
San Lorenzo, P.R. 00754

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

How do I cancel my order?

You may only cancel your order before Toy Doggie has confirmed the shipment of your order.  Once tracking number as been assigned, you will not be able to cancel. 

In any case, write to us to info@toydoggiebrand.com to try and help you out!