Refund policy

THE DOG HOUSE™ RETURNS, EXCHANGES & REFUNDS POLICY

Last Updated: September 1, 2026

At The Dog House, we want you to be happy with your purchase and feel good about shopping with us. Many of our products are made especially for you after your order is placed, but we also believe good customer service means doing our best to make things right when something doesn't work out.

EXCHANGES

If your item arrives and the size isn't quite right, you'd prefer another available color, or you're simply unhappy with your selection, please contact The Dog House within 30 days of the delivery date.

Eligible items may receive one complimentary exchange per item/order.

In most approved exchange situations, you will not need to return the original item. We encourage you to keep it, give it to a friend or family member, or, whenever possible, donate it to someone who can enjoy it.

Because our products are made to order, we generally do not provide cash refunds for sizing choices, color preferences, or changes of mind. Instead, we'll work with you to find an eligible replacement that you're happy with.

COURTESY EXCHANGE LIMIT

Because The Dog House generally allows customers to keep, gift, or donate merchandise rather than requiring it to be mailed back, complimentary exchanges are limited to two customer-choice exchanges per customer, household, or shipping address during any rolling 12-month period.

After two such complimentary exchanges during a rolling 12-month period, additional requests will be reviewed individually. Depending on the circumstances, we may decline an additional complimentary exchange or require the original merchandise to be returned before another replacement is provided.

This limit applies to customer-choice issues such as size, fit, color preference, or change of mind. It does NOT apply when The Dog House, our fulfillment partner, or the manufacturer is responsible for a damaged, defective, misprinted, or incorrect item.

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your order arrives damaged, defective, misprinted, or you receive an item different from what you ordered, please contact us within 30 days of delivery.

Please provide your order information and photographs showing the problem when possible. We'll work with our fulfillment partner to arrange an appropriate replacement at no additional cost to you.

If a replacement isn't reasonably available, we'll provide an appropriate refund for the affected item.

You generally will not be required to return a damaged, defective, misprinted, or incorrect item.

DO NOT MAIL ITEMS WITHOUT CONTACTING US

Please do not mail merchandise to The Dog House or to the business mailing address listed on our website unless we specifically ask you to do so and provide return instructions.

In most approved exchange or replacement situations, returning the original merchandise will not be necessary. Unsolicited merchandise mailed to our business address may not be eligible for an exchange, replacement, or refund.

30-DAY TIME LIMIT

All exchange, replacement, or refund requests involving merchandise that has been delivered must be submitted within 30 days of the delivery date—not the original order date.

We are unable to offer exchanges, replacements, or refunds after 30 days from the delivery date.

This deadline does not apply in the same way to an order that was never delivered. Missing and lost packages are handled under our Shipping Policy according to the circumstances and applicable carrier and fulfillment-provider timelines.

CANCELLATIONS & ORDER CHANGES

Made a mistake? Contact us as soon as possible.

We'll gladly try to change or cancel an order before it enters production. Because our products are made to order, we cannot guarantee that an order can be changed or cancelled after production has begun.

Once an order has shipped, The Dog House cannot change its shipping address.

If an order can be successfully cancelled before production, any applicable refund will be issued to the original payment method.

PRICING OR LISTING ERRORS

We do our best to make sure product descriptions, prices and other information are accurate. However, mistakes can occasionally happen.

The Dog House reserves the right to cancel an order affected by an obvious pricing, listing or technical error. If we cancel an order for this reason after payment has been collected, the affected amount will be refunded.

FAIR USE OF OUR POLICY

We created this policy because we want to take good care of our customers, and we ask that it be used fairly.

The Dog House reserves the right to limit or decline exchanges, replacements or refunds in cases involving repeated claims, suspected fraud, misuse of our policies, or other unusual patterns of activity.

Nothing in this policy limits any rights or remedies that cannot legally be limited under applicable consumer-protection law.

QUESTIONS OR PROBLEMS?

If something isn't right with your order, please contact us before sending anything back.

Policies are important, but so are people. We'll always do our best to listen, be reasonable, and help find an appropriate solution.

THE DOG HOUSE™

All Dogs Welcome & Humans Too. 🐾