Refund and Returns Policy

Refund and Returns Overview

At Dylan & Rainey, we want you and your pup to be happy!! We are confident that you will be happy with the quality of our products. If for some reason you are not 100% satisfied please reach out to us and let us help! We will happily help you with your refund and returns. Please be aware that our rescue of the month will not receive the 5% donation for your purchase if you make a return. 

We do our very best to inform our customers about all products in our shop but we know sometimes something arrives in the mail and for one reason or another its not quite what you expected.

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

 

Several types of goods are exempt from being returned. These include:

  • Perishable goods such as treats, food, and supplements 
  • Downloadable products
  • Healthcare care items such as shampoo and lotions

 

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

 

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

 

Refund and Returns

If for some reason something we’ve sent you isn’t to your satisfaction, we ask that you contact us immediately to let us know. We’ll take it back as long as it’s unused and in new condition (must be returned in any original packaging and without any missing tags or stickers) and it’s returned within 30 days of purchase. We will send you a pre-paid shipping label.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, immediately. We will refund your purchase price. Please note, any shipping costs you paid are non-refundable. 

 

Defective Products

If a product is broken or defective, you may return it within 30 days of your receipt of the product and we will of course replace it or offer you a full refund at no charge. No returns of defective products will be accepted after thirty (30) days of receipt.

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.

 

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact us and send your item to:

Dylan & Rainey
2230 East Franklin Blvd, Suite 100-230
Gastonia, NC 28054

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

 

Shipping returns

To return your product, you should mail your product to:

Dylan & Rainey
2230 East Franklin Blvd, Suite 100-230
Gastonia, NC 28054

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Need help with your refund and returns?

Contact us for questions related to refunds and returns.