Refund policy
Returns
You have 30 days from the date your order is delivered to request a return.
To start a return, contact Dog on the Go at hello@onthego.dog or through our contact page. Do not ship anything back and do not contact the partner merchant’s store until we send return instructions.
What we accept
- Unused items in original condition, with original packaging and tags where applicable
- Wrong, damaged, or defective items
We may decline a return that is used, washed, altered, missing parts, or returned after the 30-day window, except where the item arrived damaged or not as described.
How returns work
- Email us with your order number and reason for the return.
- We confirm whether the item is eligible and send the return address and instructions.
- Ship the item using the method we specify and keep your tracking number.
- After our partner receives and inspects the return, we issue the refund.
Return shipping
- If the item is damaged, defective, or not what you ordered, we cover return shipping.
- If you are returning for any other reason (changed mind, wrong size, etc.), you pay return shipping unless we tell you otherwise in writing.
Refunds
Refunds go back to the original payment method. Shipping you paid on the original order is refunded only when we made an error or the item was damaged or defective.
Refund timing depends on inspection of the returned item and your bank or card issuer. We process our portion after the partner confirms receipt.
Exchanges
We do not process direct exchanges. Return the original item for a refund and place a new order for the item you want.
Questions
Contact hello@onthego.dog with your order number. All return requests must go through us.