Shipping, Returns & Policies

Everything you need to know about how your order gets to you, how to make a return, and what happens if something goes wrong along the way.

Shipping

How your order ships

Processing time

Orders placed before 2:00 PM MST ship the same business day. Everything else ships within 24 hours, Monday through Friday.

Delivery estimates

Once with the carrier, transit times are estimates. Weather, holidays, and carrier volume can add a day or two during peak periods.

Careful packaging

Every order is packed to travel well — cushioned, protected, and sealed so it reaches you in the same shape it left our shelves.

Shipping & Returns FAQ

What happens if my package is lost in transit? +

If tracking shows no movement for 7+ business days, email enroll@partnersdogs.com with your order number. We file a carrier claim and either reship at no charge or refund in full.

What if my delivery is delayed? +

Once a package is with the carrier, transit times are estimates. Weather, holidays, and carrier backlogs can add days. If a delivery is 3+ days past the estimated window, contact us and we'll investigate immediately.

Can I change my shipping address after I order? +

Yes, if the order hasn't shipped yet. Email enroll@partnersdogs.com with your order number and the corrected address within 4 hours of checkout. Once a label is generated, address changes require a carrier intercept fee.

Do you ship during the holidays? +

Yes. We ship Monday through Friday year-round except major US holidays. During Black Friday through New Year we recommend ordering at least 7 business days before any deadline to account for carrier volume.

Can I ship to multiple addresses on one order? +

Not in a single checkout. Place a separate order for each shipping address. Free shipping over $75 applies per order, per address.

Can I ship a gift directly to the recipient? +

Yes. Enter the recipient's address as the shipping address and your address as the billing address. We never include pricing on packing slips for gift orders.

What if my item arrives damaged or defective? +

Email enroll@partnersdogs.com within 48 hours of delivery with your order number and a photo of the damage. We send a full refund plus a replacement at no charge, and we cover return shipping.

Returns & Exchanges

Easy 30-day returns

Changed your mind? Return any unused item in its original condition within 30 days for a full refund. Here's how it works.

Email us

Send your order number to enroll@partnersdogs.com within 30 days of delivery to start your return.

Pack it up

Return the item unused and in its original packaging. We'll reply with simple return instructions.

Get refunded

Once we receive it, your refund is issued to the original payment method within 5–7 business days.

Still need help?

Question about shipping or a return?

Email enroll@partnersdogs.com with your order number — we respond within 1 business day.

Contact Support