Return Policy

Each purchase goes towards our life-saving work at Best Friends Animal Society to achieve nationwide no-kill by 2025. To help us keep our restocking and processing costs down, all store purchases are valid for exchange or store credit

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can login to your account to use our new self-service return portal by viewing your orders and selecting the items you wish to exchange or return.  You can also contact us at shoponline@bestfriends.org. 

If your return is accepted, we’ll notify you of the exchange process or issue a non-expiring store credit for the item(s) returned.  Original shipping and handling are non-refundable.

You can always contact us for any return questions at hello@store.bestfriends.org

Damages and issues
Please inspect your order upon receipt and contact us within 14 days if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain items, such as final sale items, gift cards, custom products (such as special orders or personalized items), and donations, cannot be returned. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to include clear notes on the reason for the exchange and the correct item you're looking to receive.

Refunds and Store Credit
As of February 2024, we no longer issue refunds on returns. Refunds are only eligible in cases of damages, defective merchandise, or other special circumstances. We will notify you once we’ve received and reviewed your return request and let you know if the return was approved. If your return request is approved, you’ll be automatically issued a non-expiring store credit within 10 business days. The original shipping and handling are non-refundable. Please remember it can take time for your bank or credit card company to process and reflect on your account.

If more than 15 business days have passed since we’ve approved your return, don't hesitate to get in touch with us at shoponline@bestfriends.org.

The animals and Best Friends staff thank you for shopping to save lives!