Refund policy

Refunds for online orders are applicable to full price items only and will be returned to the original payment method. Items must be unworn, unwashed, in their original condition with all tags attached. Shipping on orders is non-refundable. Sale Items or items marked Final Sale cannot be returned. In the case of a store wide sale price adjustments are only available on orders that have not yet shipped.

Return shipping is at the cost of the customer. Please contact customer care via help@longboi.co to initiate a return.

All returns must be sent within 30 Days of your order receipt date. Once your return is received back in our warehouse and inspected, your refund will be issued. Please allow up to 3-7 business days from receiving your return to be processed to your original form of payment.

Canada 

Pre-paid return labels are available for orders in Canada. Returns are subject to a flat return shipping fee of $5 which will be deducted from your refund. 

Once you have contacted customer support a pre-paid return label will be emailed to you within 1-3 business days. Please note, the returns label expires within 7 days of issue if unused. Once you receive your returns label, visit your nearest parcel drop off point to send your items back to us.

All returns must be sent within 30 Days of your order receipt date. Once your return is received in our warehouse and inspected, your refund will be issued. Please allow up to 7-10 business days from our receipt of the return for the refund to be processed to your original form of payment. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Returned items must be clean & free of hair, otherwise an additional $5 cleaning fee will be deducted from the return. 

USA

Pre-paid return labels are available for orders in the USA. Returns are subject to a flat return shipping fee of $10 which will be deducted from your refund. 

Once you have contacted customer support a pre-paid return label will be emailed to you within 1-3 business days. Please note, the returns label expires within 7 days of issue if unused. Once you receive your returns label, visit your nearest parcel drop off point to send your items back to us.

All returns must be sent within 30 Days of your order receipt date. Once your return is received in our warehouse and inspected, your refund will be issued. Please allow up to 7-10 business days from our receipt of the return for the refund to be processed to your original form of payment. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Returned items must be clean & free of hair, otherwise an additional $5 cleaning fee will be deducted from the return. 

International

Return shipping is at the cost of the customer and can be purchased via your local postage office in your country. Please contact customer care via woof@longboi.co to start your return. All shipping charges are non-refundable.

All returns must be sent within 30 Days of your order receipt date. Once your return is received in our warehouse and inspected, your refund will be issued. Please allow up to 7-10 business days from our receipt of the return for the refund to be processed to your original form of payment. Please remember it can take some time for your bank or credit card company to process and post the refund too.

We recommend adding tracking to your parcel and emailing this information to our customer care team.

Returned items must be clean & free of hair, otherwise a $5 cleaning fee will be deducted from the return. 

Sales
All Purchases made within a discounted purchasing period (ie. a sale) are final. They are not eligible for return or exchange.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Products that are damaged by your dog, including but not limited to biting, chewing, scratching, or tearing, will not be eligible for return or refund. Please ensure that all items are stored safely and are supervised during use to avoid damage.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.