Refund Policy
Last Updated: April 2026
This Return & Refund Policy governs all purchases made through zenddog.com (the "Site"), operated by ZenDog ("we," "us," or "our"). By completing a purchase on the Site, you acknowledge and agree to the terms set forth in this policy.
1. 30-Day Return Window
You may request a return within thirty (30) calendar days from the date of delivery, as confirmed by carrier tracking records. Requests submitted after this period will not be accepted, and no exceptions will be made.
2. Eligibility Requirements
To be eligible for a return, all of the following conditions must be met: (a) the item must be completely unused and in its original, unaltered condition; (b) the item must be in its original packaging, including all tags, inserts, and protective materials; (c) the item must not have been opened, assembled, washed, or otherwise used in any capacity; and (d) you must provide a valid order number and proof of purchase.
Items that show any signs of use, opening, wear, washing, pet contact, staining, alteration, or damage caused by the customer are not eligible for return. ZenDog reserves the right, in its sole discretion, to refuse any return that does not meet the above conditions.
Note: Opened or used items cannot be returned under any circumstances. This applies to all food-contact and pet-use products sold on the Site.
3. How to Initiate a Return
To initiate a return, contact our support team through the Contact page at zenddog.com/pages/contact or by email at info@zenddog.com. Include your order number, the email address associated with your order, and a brief description of your reason for the return. Our team will respond within one (1) to two (2) business days.
Please note that our fulfillment center does not accept physical return shipments. Approved returns are processed as partial refunds as described in Section 4 below. Do not ship any item back to us without explicit written authorization from our support team, as unauthorized shipments will not be processed and cannot be returned to the sender.
4. Return Processing & Refund Amount Because our fulfillment center does not accept physical returns, approved return requests are handled as follows:
(a) Standard Return Refund. If your return request is approved and you elect to proceed, a return processing fee may be deducted from your refund. The remaining balance will be refunded to your original payment method within five (5) to ten (10) business days. You are not required to ship the item back to us. The applicable processing fee will be communicated to you at the time your return is approved.
(b) Store Credit. In lieu of a partial cash refund, you may elect to receive store credit in the full eligible return amount, with no processing fee deducted. Store credit does not expire, is non-transferable, and may be applied to any future purchase on the Site. Store credit cannot be redeemed for cash.
Our recommendation: Store credit gives you the full value of your return with no deductions. If you have any questions before deciding, our support team is happy to help.
5. Non-Refundable Items & Situations
The following are not eligible for a refund or return: (a) items returned outside the 30-day return window; (b) items that do not meet the eligibility requirements in Section 2, including opened, used, or assembled products; (c) items purchased using store credit where a cash refund is requested; and (d) original shipping costs.
6. Damaged or Defective Products
If you receive a product that is damaged during shipping or contains a manufacturing defect, contact our support team through zenddog.com/pages/contact within seven (7) calendar days of delivery. You will be required to provide a photo or video clearly showing the defect or damage. Items without supporting media cannot be processed.
Upon verification, ZenDog will, at its discretion, either: (a) ship a replacement product to you at no charge, with tracking confirmation provided by email; or (b) issue a full refund to your original payment method. You are not required to return the damaged or defective item. Store credit may also be offered as an alternative resolution.
7. Order Cancellations
Orders enter our fulfillment process immediately upon placement and cannot be cancelled once submitted. If you wish to return your order after receiving it, you may do so in accordance with this policy, provided the item remains unused and in its original packaging within the 30-day return window.
Important: Because orders are processed immediately, we are unable to intercept or modify shipments in transit. Address update requests must be submitted on the same day the order is placed and before a tracking number has been assigned.
8. Late or Missing Refunds
If you have not received your refund within ten (10) business days of receiving our refund confirmation, we recommend: (a) checking with your bank or credit card provider, as processing times vary by institution; and (b) contacting your payment provider directly. If you have completed both steps and still have not received your refund, contact us through the Contact page and we will investigate promptly.
9. Reservation of Rights
ZenDog reserves the right to modify this Return & Refund Policy at any time without prior notice. The policy in effect at the time of your purchase shall govern your return. We further reserve the right to refuse returns from customers we reasonably believe are engaging in return abuse, including but not limited to excessive return patterns or submission of fraudulent claims.