Refund policy

OUR PROMISE
We want you and your pet to be happy with your order. If something is wrong with it, we will fix it.

WHAT WE COVER
We offer a free replacement or a full refund if your item:
- arrives damaged or defective,
- is the wrong item,
- is missing from your order, or
- never arrives.
Email support@mascotalley.com within 14 days of delivery with your order number and a photo of the problem. In most cases you will not need to send the item back.

WHAT WE DO NOT COVER
We do not accept returns for change of mind, wrong size ordered, or items that have been used, washed or damaged by pets after delivery. Please check the size chart and measure your pet before ordering.

CANCELLATIONS
You can cancel for a full refund before your order ships. Email us as soon as possible; once an order has shipped it can no longer be cancelled.

REFUND TIMING
Approved refunds are issued to your original payment method within 5 business days. Your bank may take 5–10 additional business days to show the credit.