FAQS

RETURNS & EXCHANGES

Basic Refund Policy

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed. For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.

For all applicable returns, please contact hello@themellowdog.com for a return address.

When will i receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card issuing bank with questions about when the credit will be posted to your account.

If you haven’t received a credit for your return yet, please contact the bank/credit card company. It may take some time before the refund is posted to
your account.

 

How do i change or cancel my order? 

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that we have commenced processing, have already been packed or shipped cannot be modified or cancelled.
We normally commence processing the order the next day.

 

How do I exchange an item for a different size?

If your item doesn’t fit and you need to exchange for a different size, please follow these instructions. First, make sure that you have not worn or washed your item (besides trying on).

Please contact hello@themellowdog.com for a return address.

  • Make sure to contact us first on hello@themellowdog.com to include details on the correct size needed sent back.
  • You have 30 days to exchange your item.
  • Please Note: Customer pays return shipping on exchanges. The USPS has the best rates in our experience, but you can ship back to us any way you like. If you have a question about your return, contact us at hello@themellowdog.com.

What do I do if I received the wrong item or my item is defective?

If this happens, we are truly sorry. Please email us at hello@themellowdog.com and tell us your order number and how we messed up. We will take care of you and cover all costs of getting you the right item. We will send you a new item and pay for your shipping to send that one back to us. We are human and do make
mistakes.  We will make sure to correct the issue ASAP!

Item(s) returned to sender 

If item(s) is returned to sender for the following reasons or any other reasons that were due to recipient’s fault, we will refund customers the cost of the item(s) only (total price less shipping cost).

1. Customers failed to pick up the item(s) at the post office or refused delivery; or
2. There was attempted delivery; or
3. Item(s) being held until payment of custom fees and the customers did not pick up at the post office.
We can resend the item(s) with a small shipping cost of USD15 per item.This policy applies despite our “free worldwide shipping” promotion. 

All transactions are processed in USD

While pricing may be displayed in your local currency on the product page for your convenience, all transactions are processed in USD.

STILL HAVE QUESTIONS?
Sure, no problem! Just email us at hello@themellowdog.com and we’ll get back to you right away.