Refund policy
Eligible non-personalized items can be returned within 30 days of delivery. Personalized collars and leashes are not eligible for change-of-mind returns or returns for customer-entered spelling errors. If an item is incorrect or damaged, please see “Damages and issues” below.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@sidebark.co. If your return is accepted, we’ll send you a confirmation email, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@sidebark.co.
Damages and issues
Please inspect your order when it arrives. If an item is defective, damaged, or incorrect, email support@sidebark.co within 7 days of delivery with your order number and clear photos. We’ll review the issue and help arrange a replacement or refund for eligible incorrect or damaged items, including personalized products.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards. Custom and personalized products are not eligible for change-of-mind returns or returns for customer-entered spelling errors. This does not exclude help with an incorrect or damaged item.
Exchanges
For an eligible non-personalized item, request a return first. Once the return is accepted, you can make a separate purchase for the new item. Personalized items remain subject to the exclusions above.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@sidebark.co.