Returns, Refunds, & Repairs
Policy and Guidelines
- To be eligible for a refund, your item must be NEW, unaltered, free of dog hair, and in its original packaging (if applicable).
- Custom orders CANNOT be returned. This includes custom colors, sizes, and hardware alterations.
- All refunds must be postmarked within 30 days of purchase.
- Orders will be refunded minus any cost paid for shipping by us in the original transaction and up to a 10% restocking fee.
- Rope Hounds free gift with purchase should accompany returns in NEW condition in order to receive a full refund. If the free gifts are not returned, a refund less the full retail cost of the free gift (cost listed on website) will be issued.
- Returning an order purchased during our BOGO sale will forfeit the discount. If you return the full-priced product only, you will be charged the full price of the second product purchased during the BOGO sale. A refund will be issued for the returned product minus the difference in price of the full-priced product.
- Items marked as Final Sale are not eligible for returns or exchanges.
- Rope Hounds is not responsible for items that are not received. You should consider using a trackable shipping service or purchasing shipping insurance. The buyer is responsible for return postage.
How Do I Initiate a Return?
Email sales@ropehounds.com with RETURN + your ORDER NUMBER as the subject line. Please include the reason for your return in your email.
The return items must be in NEW, unused, unaltered condition and free of dog hair.
In the return package, please include your invoice or proof of purchase along with the item(s). Return shipping costs are the responsibility of the customer. We recommend selecting a trackable shipping method and insuring the package. If this is a return and not an exchange, you will be charged a 10% restocking fee.
Mail your return VIA USPS to:
Rope Hounds Return Dept
PO Box 2359
Bentonville, AR 72712
Custom orders and final sale items are NOT eligible for returns.
What About Exchanges?
If you would like to exchange your item, please order the item you would like instead and send us an email at sales@ropehounds.com with EXCHANGE + your ORDER NUMBER in the subject line. Let us know you are exchanging your item and have placed another order to avoid being charged the 10% restocking fee. We recommend placing an order immediately to ensure you get the item(s) you want. Exchange must take place within 30 days of original purchase. We will issue a refund, minus any cost paid for shipping in the original transaction, once the exchanged item(s) is received.
What if My Item is Defective?
We take pride in making high-quality products you can trust. Because of that, we offer a warranty on materials and workmanship. Our warranty covers manufacturer defects that become apparent during initial use. We do not cover damage from chewing or normal wear and tear. To initiate warranty coverage, contact us at sales@ropehounds.com. In the email please include a picture of the product flaw along with the order number, your name, and address.
Can you Repair My Leash/Collar?
We know accidents happen, so if we can repair it, we will! Before you send your product in for repair, please send a picture to sales@ropehounds.com and let us know what the issue is so that we can let you know if it is eligible for a repair. In order for us to repair an item, it needs to be clean so that it does not break/damage our machines. If your item is dirty when we receive it for repair, we will either return it to you or you will be charged a cleaning fee.
How Much Will My Repair Cost?
If your item is eligible for a repair, we will repair it for free as long as it is clean. You are only responsible for shipping us your item.My Package Was Lost - Do I Get a Refund?
Unfortunately, our shipping and handling policy states that once a package is handed over to USPS, UPS, or DHL, the customer will assume all responsibility of the package. For the safety of your package, please consider Shipping Insurance to protect against lost or stolen packages.
Rope Hounds is not liable for lost, damaged, or stolen packages. No refund will be issued if your package is lost, damaged, or stolen.
How Long Does It Take to Receive My Refund?
Once we receive your return, we will inspect your item(s) and issue a refund. Our goal is to process your return within three to five business days of receipt. Final credit to your account depends on the policies of your bank or institution of your original payment method. We will notify you via email when your return has been processed.
Please note: refunds do not include shipping costs paid on your original order (if applicable).
Questions?
Please email us at sales@ropehounds.com with any questions or comments.