FAQs
How long does the returns process take?
Processing returns may take up to 14 business days from the date we receive your item. Once your return has been processed, we will email you to confirm. For returned items, a full refund will be issued for defective products. For non-defective items, refunds will exclude shipping and handling fees.
For all returns, please contact themellowdogshop@gmail.com to receive the correct return address.
When will I receive my refund?
Refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to your card’s issuing bank within 14 business days of receiving the returned item or cancellation request. For questions about when the credit will appear on your account, please contact your bank or card issuer.
If you have not received your refund yet, please first check with your bank or credit card company, as it may take some time to process.
How do I change or cancel my order?
If you need to modify or cancel your order, contact us as soon as possible with your order number and the requested change. We will confirm once the modification has been made.
Please note: Orders that have already been processed, packed, or shipped cannot be changed or canceled. Order processing usually begins the next day after placement.
How do I exchange an item for a different size?
If your item doesn’t fit and you need a different size, please follow these steps:
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Ensure the item has not been worn or washed, except for trying it on.
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Contact us at themellowdogshop@gmail.com for the correct return address.
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Provide details about the size you need in your email.
You have 30 days to request an exchange. Customers are responsible for return shipping. USPS often provides the best rates, but you may use any shipping method you prefer.
For questions about your exchange, contact themellowdogshop@gmail.com
What if I received the wrong item or a defective product?
We apologize for the mistake. Please email themellowdogshop@gmail.com with your order number and a description of the issue. We will cover all costs to send you the correct item, including return shipping for the incorrect item. Mistakes happen, and we will resolve the issue as quickly as possible.
Items returned to sender
If items are returned to us due to recipient error, we will refund only the cost of the item(s) (excluding shipping). This applies in the following situations:
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Customer failed to pick up the item at the post office or refused delivery.
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Attempted delivery was made but unsuccessful.
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Item held for customs fees that were not paid.
We can resend the item for a small shipping fee of USD 15 per item. This policy applies even if “free worldwide shipping” was originally offered.
All transactions are processed in USD
While prices may appear in your local currency for convenience, all transactions are processed in USD.
Still have questions?
No problem! Email us at themellowdogshop@gmail.com and we’ll respond promptly.