Refund policy

returns & exchanges

to initiate your return, please e-mail info@boulderbarks.com and give the following information:

order # or name
item you are returning
item & size you would like as a replacement if your wish is to exchange
reason for your exchange or return

if you are returning and wish to exchange, you will receive a payment link to process your replacement item. once the unwanted item is received, you will receive a refund notification less the cost of the return label.

if you are returning without an exchange, you will receive a return label and the cost of the label will be deducted from your refund.

we do not accept customer remorse returns for dog crates. customers may not cancel once the crate has shipped. if you have a quality issue or factory defect, please e-mail us within 24 hours of receipt. if you are unsure about the color you would like, please email info@boulderbarks.com to ask for a free swatch. if there is a cancelation after shipping or a failed delivery, the customer is charged the amount of shipping. if the crate is not going to be shipped again, the shipping fee will be deducted out of the refund.

our policy expires after 30 days. if 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange. if there is a quality issue with your product after the 30-day deadline, please e-mail us to discuss your circumstances.

to be eligible for a return, your item must be unused and in the same condition that you received it. the item must be completely free of dog and/or cat hair and tags and packaging must be included in the return. if you return your product and it has dog hair on it, your refund will be denied and the product will be discarded OR you will be charged a $5 cleaning fee.

there may be a restocking fee charged depending on warehouse location and item returned. this fee is between $3 and $5.

it is very important for you to measure your pet before purchasing. each product page has a size chart that applies to that product. when you return products, you will be responsible for return shipping for the returned product.

please do not return any merchandise without first emailing us. we cannot process returns without knowing about them beforehand. if we receive a product without prior authorization or without any means to identify your order, it will be added back to our inventory without notification.

if you provide an incorrect address and shipping fails you will be responsible for the cost to re-ship your item.

please note, we cannot accept returns for items custom-made for you. this includes embroidered or personalized products. however, we understand there can be unique situations, so please email us at info@boulderbarks.com

refunds (if applicable)

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 (less any shipping or restocking fees), and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

returns must be made within 30 days from the date of the initial delivery
to be eligible for a refund or exchange, the product must be in new condition with tags and packaging intact, and be clean from any dog and/or cat hair.
the original order confirmation must be included in the package.
all garments are subject to inspection.
additionally, we do not offer price adjustments at this time.
outside of the united states, we are unable to accommodate any exchanges. we do offer the ability to return your items according to our return policies, however, you must arrange your own return shipping. please be sure to send over the tracking information to our customer experience team so we can make sure things go smoothly and so we can ensure you receive your product refund.
products returned can be subject to a 10% restocking fee. please be sure to choose the proper size when you order.

damages and issues

inspect your order upon receipt and contact us immediately if the item is defective, or damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

non-returnable items
certain types of items cannot be returned, like perishable goods (such as food, cakes, & treats), and custom products (such as special orders or personalized items). please get in touch if you have questions or concerns about your specific item. unfortunately, we cannot accept returns on sale items or gift cards.

exceptions
we want happy customers (and dogs!)! therefore, we know there can be unique situations that may fall outside of the return policy. please email info@boulderbarks.com to receive the best service for your return.