Returns

If you are not 100% satisfied with your product, you may return it to us for an exchange.  We allow exchanges for new and unused merchandise within 7 days upon receipt of the order.  

Exchanges

Exchanges can only be made after you receive an exchange authorization number from the customer service department.

We are unable to process your exchange request without a proper authorization number.  

To initiate the process, please email us your order number, product code and the reason your are not satisfied to returns@fetchandpounce.com

The customer is responsible for any and all shipping and handling charges associated with the exchange. 

Defective Merchandise

If your product is defective due to a manufacturer’s defect, we will gladly replace the product at no additional shipping charge to you.  Please contact us by email at returns@fetchandpounce.com
 

Return Instructions 

  1. Please contact us as indicated above at  returns@fetchandpounce.com returns@fetchandpounce.com to obtain the appropriate authorization number before shipping the item.
  2. All original packaging is to be returned.  It may not be marked, written on, damaged or have stickers on it.
  3. All manuals, instructions, warranty registration cards and parts are to be returned.
  4. The item is in new condition and is not to be used.
  5. Returns are shipped within 7 days after an authorization number is issued.
  6. Please mark the Authorization number and the words “RETURN MERCHANDISE TO SENDER” on the packaging.
  7. We will not incur any charges for duties, taxes etc. due to the parcel not being marked “Return merchandise to sender”.
  8. Return shipping fees and insurance is your responsibility.  Fetch and Pounce cannot refund shipping charges.
We suggest you use a shipping service such as FedEx, UPS, Canada Post or US Post with a tracking option, as we are not responsible for any returned packages that are lost in shipping.
 
Please note:  If you are returning an item because it arrived damaged, is defective or because you returned the wrong product, you will not be charged a return shipping fee.  All other returns are charged a return shipping fee.