Five Dogs Outfitters Return & Refund Policy

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Five Dogs Outfitters Returns & Refund Policy
Five Dogs Holdings LLC d/b/a Five Dogs Outfitters
Effective Date: November 21, 2025

At Five Dogs Outfitters (“Five Dogs,” “we,” “us,” or “our”), we want you to feel comfortable trying our products. If something isn’t right, we’ll work with you to make it easy to return.

This policy applies to orders placed on gofivedogs.com and shipped within the United States.

1. Do You Accept Returns?

Yes. We accept returns for defective and non-defective products with a standard 30-day return window, with a few reasonable exceptions noted below.

2. Return Window

  • Return window: You have 30 days from the date of delivery to request a return.
  • This 30-day window applies to:
    • Apparel and accessories
    • Home, pet, and lifestyle products
    • Optics and other non-consumable gear
    • Unopened consumable items (see Section 3)

3. Consumable Products

“Consumable products” include items like coffee and other ingestible or perishable products, as well as certain cleaning or care products.

  • Unopened consumables:
    • May be returned within 30 days of delivery if they are unopened and in original packaging.
  • Opened consumables:
    • Not returnable once opened, except if the item arrived damaged, defective, or incorrect.
    • If your consumable product was damaged in transit or not what you ordered, contact us and we’ll make it right.

4. Product Condition for Returns

To qualify for a full refund:

  • Items should be new or like-new, with no excessive wear.
  • Include all original packaging, tags, labels, and accessories where applicable.

If an item is returned with undisclosed damage or is not in sellable condition (for example: heavy use, strong odors, significant stains, missing major components, or damage beyond normal inspection):

  • We may deduct up to 25% of the item price from your refund to cover loss of value, cleaning, or repackaging.
  • This is not a standard restocking fee; it only applies when the returned product is not in resellable condition.
  • If this applies, we will clearly explain the reason and amount of the deduction.

5. Cost of Return Shipping

To be clear about the cost of return:

  • Return shipping cost: $0 for you on all approved returns that use our prepaid label.
  • We pay for return shipping when you use the return label we provide.
  • If you choose to ship the item back using your own method instead of our label, you will be responsible for those shipping costs, and they will not be reimbursed.

6. Return Method & Return Label

  • Return method: Returns are handled by mail.
  • Return label: Once your return is approved, we will:
    • Issue a Return Merchandise Authorization (RMA) number, and
    • Email you a prepaid return shipping label that you can download and print.

Please ship your return using the prepaid label within the timeframe stated in your RMA email.

7. How to Start a Return (RMA Process)

To request a return within 30 days of delivery:

  1. Contact us at sales@gofivedogs.com or through our Contact Us form on gofivedogs.com.
  2. Provide:
    • Your order number
    • The item(s) you want to return
    • The reason for the return
  3. If your return is approved, you will receive:
    • An RMA number
    • A prepaid return shipping label (sent by email)
  4. Pack the item securely, attach the label, and drop it off with the carrier indicated on the label.

Returns sent without an RMA may experience delays.

8. Refunds & Processing Time

Once your return arrives and is inspected:

  • If approved and in acceptable condition, we will issue a refund to your original payment method or store credit (when offered and requested).
  • If a 25% deduction is necessary due to undisclosed damage or non-sellable condition, it will be clearly itemized and deducted from your refund.

Refund timing:

  • We typically process returns within 5–10 business days after receiving your package.
  • Your bank or card issuer may take additional time to post the credit to your account.

9. Exchanges

We currently handle most exchanges as a return plus a new order:

  • Start a return for the original item following the steps above.
  • Place a new order for the item you would like instead.

If you need help with sizing or product selection, contact us and we’ll be happy to assist.

10. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  1. Contact us within 7 days of delivery at sales@gofivedogs.com.
  2. Include:
    • Your order number
    • Photos of the item and shipping box/packaging, if possible.

We will cover all costs, including replacement and return shipping, for items that arrive damaged, defective, or not as ordered.

11. Non-Returnable Items (Summary)

For clarity, the following are not returnable:

  • Consumable items that have been opened, unless damaged, defective, or incorrect on arrival.
  • Items clearly marked “Final Sale,” “Non-Returnable,” or “All Sales Final” at the time of purchase.
  • Items damaged due to misuse, improper care, or modification.

12. Other Terms

This Returns & Refund Policy is part of our overall website terms. For more information on ordering, payments, and other conditions, please review our Terms & Conditions and Privacy Policy on gofivedogs.com.