Our refund policy is 14 days and only covers defective or damaged items during transportation. If it has been 14 days since your purchase was delivered or if you have not received your damaged or defective product, unfortunately we cannot offer you a refund or exchange.

Refunds or exchanges

To be eligible for a refund or exchange, you must first email us at info@yourbestfriendshop.com within 14 days of receiving your order and include pictures of damaged or defective items. Once received and approved, we will send a replacement if it is available and is what you want. If a replacement is not available or you want a refund, you will have to return the product to our warehouse and we will refund the full purchase price of your items. For more information on how to return a product, please see our Return & Cancellation Policy or get in touch with us at info@yourbestfriendshop.com

Refunds (Color)

Colors may differ depending on the device you are viewing the website on. As such, we will not provide a refund based on a color change or color not as expected.

Refunds (Size)

To be eligible for a refund for the wrong size, there must be evidence that a member of YourBestFriendShop's customer service team provided the recommendation based on the needs provided.

If you have placed your order only by breed example and do not measure your pet, unfortunately a refund will not be processed. The buyer is responsible for measuring their pet and referring to the size chart on the website to make sure the correct size is ordered.

Lost or stolen packages

YourBestFriendShop is not responsible for lost or stolen packages that are confirmed to be delivered to the address entered for an order. Upon consultation, YourBestFriendShop will confirm delivery to the provided address, delivery date, tracking information, and shipping carrier information for the customer to investigate.

Cancellation of orders

It is not possible to cancel orders that have already been shipped and are on the way.