Refund Policy
Returns & Refunds Policy
At BuddyGlee Pets, we want you and your pet to be completely satisfied with your purchase. If you're not entirely happy with your order, we offer a simple, transparent return process.
30-Day Return Policy
You have 30 days from the date you receive your item to request a return. We want to ensure you have plenty of time to evaluate whether the product is right for your pet.
Return Shipping Costs
Return shipping costs depend on the reason for your return:
✅ FREE Return Shipping (We Pay)
We provide a prepaid return label at no cost to you if:
- The item is defective or damaged
- We sent you the wrong item
- The item is significantly different from our description
- The item was damaged during shipping
- There was any error on our part
📦 Customer Pays Return Shipping
You are responsible for return shipping costs if:
- You changed your mind about the purchase
- You ordered the wrong size or color
- You no longer need the item
- The item doesn't match your expectations (but matches our description)
- Any other personal reason unrelated to product quality
💡 Tip: We recommend using a trackable shipping service to ensure your return arrives safely.
No Restocking Fees
We do NOT charge any restocking fees or processing fees, regardless of the return reason. You will receive a full refund for the item price (return shipping costs, if applicable, are separate).
Return Eligibility Requirements
To ensure your return is processed smoothly, returned items must meet the following conditions:
- ✓ Return requested within 30 days of receiving the item
- ✓ Item is unused and unworn
- ✓ All original tags and labels are attached
- ✓ Item is in original packaging or similar protective packaging
- ✓ Proof of purchase (order number or receipt) is provided
How to Request a Return
Step 1: Contact Us
Email us at support@buddyglee.com with:
- Your order number
- Name of the item(s) you wish to return
- Reason for return
- Photos (if the item is defective or damaged)
Step 2: Receive Return Authorization
We'll respond and process your return request within 1-2 business days and provide:
- For quality issues: A FREE prepaid return shipping label
- For personal reasons: Return address and shipping instructions
- Detailed return instructions
Step 3: Ship Your Item
- Pack the item securely (original packaging preferred)
- Attach the return label (if provided) or ship to the address we give you
- Drop off the package with the carrier
- Keep your tracking number for reference
⚠️ Important: Please do not send items back without first requesting a return authorization. Unauthorized returns cannot be processed and may not be refunded.
Defective, Damaged, or Incorrect Items
If you receive an item with any of the following issues, please contact us immediately:
- ❌ Product is defective or has quality issues
- ❌ Item arrived damaged
- ❌ We sent the wrong item
- ❌ Item is significantly different from our description
- ❌ Missing parts or accessories
Please include clear photos of the issue when contacting us at support@buddyglee.com.
Our Response:
- ⚡ Response within 1-2 business days
- 📧 FREE prepaid return label sent to you
- 🎁 Your choice of full refund or free replacement
- 💰 We cover all shipping costs (both ways if replacement)
Non-Returnable Items (Final Sale)
The following items are FINAL SALE and cannot be returned or exchanged:
❌ Custom & Personalized Items
- Engraved or custom pet ID tags
- Any items customized to your specifications
❌ Special Items
- Items marked as "Final Sale" or "Clearance"
- Gift cards
💡 These items will be clearly marked as "non-returnable" or "Final Sale" on the product page and at checkout. Please review carefully before purchasing.
Exception: Even for custom items, if there's a quality defect or our error, we will still accept the return and provide a full refund or replacement at no cost to you.
Exchanges
Need a Different Size or Color?
We're happy to help you exchange items! Contact us at support@buddyglee.com with your order number and the item you'd like to exchange.
Exchange Shipping Costs:
- If the item is defective or our error: We cover all shipping costs (both ways)
- If you want a different size/color: You pay return shipping; we cover shipping the new item to you
Alternative: You can also choose to return for a refund and place a new order for the item you want.
Refund Processing Timeline
📦 Step 1: Item Inspection (2-3 business days)
Once we receive your returned item, we'll inspect it within 2-3 business days and email you to confirm whether your refund has been approved.
💳 Step 2: Refund Issued (5-7 business days)
Once approved, your refund will be processed to your original payment method within 5-7 business days.
🏦 Step 3: Bank Processing (5-10 business days)
Depending on your bank or credit card company's processing time, it may take an additional 5-10 business days for the refund to appear in your account.
⏱️ Important Note: The refund processing times listed above are estimates. Actual processing times may vary depending on your payment provider, bank, and other third-party payment institutions. Please refer to the actual processing time for your specific case. If you have concerns about your refund timeline, please contact us at support@buddyglee.com.
Refund Amount:
- You will receive a full refund for the item price
- Original shipping costs are non-refundable (unless the error was ours)
- Return shipping costs (if you paid) are non-refundable
- No restocking fees will be deducted
Refund Delayed? If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact support@buddyglee.com and we'll investigate immediately.
International Orders
We accept returns on international orders with the same 30-day policy.
Please Note:
- Quality issues: We provide a prepaid return label
- Personal reasons: Customer pays return shipping
- Customs fees: Original customs duties, import taxes, or other fees are non-refundable
- Processing time: International returns may take slightly longer - please contact us for specific timelines
Frequently Asked Questions
Q: How do I know if I qualify for free return shipping?
A: If the item is defective, damaged, wrong, or there was any error on our part, you qualify for free return shipping. If you're returning for personal reasons (changed mind, wrong size, etc.), you'll need to cover return shipping costs.
Q: How long does it take to process my return request?
A: We process all return requests within 1-2 business days. You'll receive an email with return instructions and (if applicable) a prepaid return label.
Q: Can I make multiple returns?
A: Yes. As long as items meet our return conditions, we accept reasonable return requests.
Q: The packaging box is damaged. Can I still return?
A: Yes, as long as the product itself is in good, unused condition. Please use alternative safe packaging for the return.
Q: I lost the tags. Can I still return?
A: If the item is clearly unused and in excellent condition, we typically accept it. Please contact us to explain the situation.
Q: How much does return shipping typically cost?
A: Return shipping costs vary by carrier and location. We recommend comparing rates from different carriers. Typical domestic returns range from $5-$15 depending on package size and weight.
Q: Can I return items to a physical store?
A: We currently only accept returns by mail. Please follow the return process outlined above.
Contact Us
If you have any questions about our return policy or need help processing a return, please don't hesitate to contact us:
- 📧 Email: support@buddyglee.com
- 🌐 Website: www.buddyglee.com
- ⏰ Response Time: We typically respond within 1-2 business days
💛 We're committed to providing the best products and service experience for you and your beloved pet!
Last Updated: November 14, 2025
