Returns Policy

We encourage you to measure your pet and refer to the size chart on each and every product page for specific measurements for each brand varies. Not only do brand sizes vary, some of our products are tailored specifically for the tiniest of breeds.

Ruff Houzin cannot cancel an order once it has been placed. Once an order has been placed, our return policy takes effect. 

In the event that an item is eligible for exchange/return, here are the guidelines that we follow:

1. For items that are eligible, return/exchange requests must be made within 30 days of receipt of order.
2. All returns/exchanges must be in the original packaging, unused, with the tags on, and free of any pet hair/dander. Items must be returned within 30 days of delivery. We are not responsible for any damage that is caused by your dog to any of the merchandise. We cannot honor returns or exchanges for any merchandise that has been used or is not in its original new condition. If an item arrives damaged or defective you must contact us within 48 hours of receipt. 
3. Once the item is received by our returns department, give us 3 - 7 business days (not including holidays and weekends) to process your return. We will email you to let you know it has been processed and the amount that has been placed on your account.
4. You must contact us within 30 days of order placement if your item has not arrived. We will not be held responsible for notifications after that time.
5. Refunds, Store Credits and Exchanges will be processed within 3 - 5 business days.
6. Original shipping charges are not refundable. A 20% restocking fee will be incurred. Ruff Houzin does not issue store credit, nor reship the order, for packages that are refused by the buyer.
7. You are responsible for shipping charges. Please be advised that until there is proof that we have received your merchandise, it is your property. Ruff Houzin is not responsible for items damaged or lost in transit. 
8. Any item returned without a Return Authorization Number will not be accepted. Non-approved returns will be refused and returned to sender. You must put the authorization # on the outside of the package when you return the item(s).
We take the health of our client's pets very seriously. Parvo is every new puppy and dog owner’s worst nightmare. In a matter of days, a perfectly healthy puppy can go from playful and active to fatally ill. Canine Parvovirus is not only very contagious, it is exceptionally resistant and can linger on surfaces for months. The virus can survive on clothing, equipment, on human skin, and in the environment. Indirect transmission occurs when a puppy encounters a contaminated person, object, or environment. Therefore, there are no returns on beds, carriers, blankets, and other items that might transmit this and/or similar diseases.

Items ineligible for a return:

  • Custom and/or permanently personalized items
  • Due to strict health regulations, Beds, Teepees, Blankets, Feeders, Car Seats, Steps/Stairs, Crates, Crate Covers, Furniture, Carriers, and Strollers cannot be returned/exchanged.

Please note: We cannot cancel an order once it has been placed. 

If you have any questions regarding the return policy of a particular item, please email us at services@ruffhouzin.com

If you have created an account you may login to begin the return process or CLICK HERE.