Refund policy

Returns

To start your return, please visit your orders.

Changes & Cancellations

Orders go to our warehouse for processing shortly after they're placed, so we can't promise changes or cancellations after that point.

How Returns Work

  • You'll receive a prepaid return label.

  • For standard items, a $9.95 return shipping fee is deducted from your refund or store credit. Beds, cushions and other bulky items are charged at actual cost, as described below.

  • If an item arrives damaged, is faulty, or we sent the wrong thing, the return is free. Contact us and we'll cover the label.

  • We don't offer exchanges. If you'd like a different size or color, please return the original and place a new order.

Beds, Cushions and Other Bulky Items

  • Beds, cushions, mattresses, crate covers and loungers ship in large cartons, and returning one costs considerably more than a collar or a leash.

  • These items can be returned within 30 days, but the return is arranged by us rather than through your account. Email info@boulderbarks.com to start one and we'll set it up for you.

  • Deducted from your refund: the actual cost of shipping, both the original delivery and the return, plus any handling charge on the original order. There is no restocking fee.

  • We use our commercial carrier rate, so the shipping costs you less than sending it back yourself.

  • If the item arrived damaged, is faulty, or we sent the wrong thing, none of this applies. The return is free and we cover everything.

  • Unsure about size or colour? Email us before ordering. We'd far rather help you choose than put you through a return.

Dog Crate Returns

  • We do not accept returns for dog crates due to buyer's remorse.

  • Orders cannot be canceled once a crate has shipped.

  • If there is a quality issue or factory defect, email us within 24 hours of delivery.

  • Unsure about the color? Email info@boulderbarks.com to request a free swatch before ordering.

  • If a crate is canceled after shipping or returned due to a failed delivery, shipping costs will be deducted from your refund.

Return Conditions

  • Returns must be made within 30 days of the delivery date.

  • Items must be unused, clean (no pet hair), with original tags and packaging.

  • Include your order confirmation in the package.

  • Returns with pet hair will be either:

    • Discarded with no refund, or

    • Subject to a $5 cleaning fee.

Shipping Responsibility

  • You are responsible for return shipping costs unless otherwise noted.

  • If the wrong address is provided and shipping fails, you'll be responsible for reshipping fees.

Custom & Final Sale Items

  • We cannot accept returns on:

    • Dog crates

    • Custom-made or personalized items (including embroidery)

    • Perishable items (like food or treats)

    • Sale items or gift cards

  • If you have questions about your specific item, please email us.

Damaged or Incorrect Items

  • Inspect your order upon arrival.

  • If you receive a damaged, defective, or incorrect item, contact us immediately so we can resolve it. There is no return shipping fee when the fault is ours.

Refund Process

  • Once your return is received and inspected, you'll get an email with approval or denial of your refund.

  • If approved, your refund (minus any fees) will be processed back to your original payment method within a few business days. You may also choose store credit instead.

Exceptions & Special Situations

We want happy customers (and dogs!). If your situation falls outside of our standard policy, email us at info@boulderbarks.com. We're always happy to help.