Return Policy

60 Day Returns Policy:

Before You Order
The absolute best way to ensure your (and your dog’s) complete satisfaction with the items you purchase is before you order to take the time to measure your dog, and follow the guidelines for all products that have a Sizing Guide on the product page. If you have any questions about what is the best size or style for your dog, please contact us and we will help you figure it out.

Shipping Address
Make sure your shipping address is correct on your order. If you live in an apartment, regardless of whether it's a gated community or has a doorman, you must include a unit number. FedEx/UPS is not responsible for mis-deliveries to addresses that are wrong or to apartments that do not have unit numbers specified in the shipping address.

Exchanges
We don’t do exchanges. Once your return has been successfully processed (see below), simply place a new order for the replacement item you want.

Returns
We want you to be completely satisfied with your purchase from TheUncommonDog.com. If you are not satisfied with your purchase, you may return it to us within 60 days -- see below for specifics.

Please fill out our Return Form for a Return Authorization Number. CAUTION: Please do not mail your return without a Return Authorization Number! Manufacturers receive returns without RA numbers on a regular basis and have no idea who they belong to. They get lost. You will NOT receive credit for having returned the item nor will you get a refund if you return an item without an RA#.

Due to strict health regulations, if your dog has had any contact with the item, we can’t take it back. We can ONLY take an item back if it is in brand new, never used, never washed, never installed, never assembled condition, and your dog (or any other pet) has never had any contact with it – EVER. All of the the original packaging must be in the box when we receive it.

As much as we’d like to take back any item for any reason, the simple fact is -- we can’t. We can’t resell any used item which means we lose the entire cost of your sale. We price our products so that they are affordable to our customers, and in doing so, we simply can’t absorb these types of costs.

Please allow 5-7 business days for us to process your return. We have to get a Return Authorization Number from the manufacturer/supplier, so it can take a few days. Once you receive a Return Authorization Number from us and instructions for how to return the item, you have 14 days to get it in the mail. We cannot guarantee a refund on any item that is postmarked 15 or more days after the date of the RA#.

Of course if there is a manufacturer defect or shipping error, the manufacturer will replace the item at no cost to you.

To Process a Return
To start the return process, please complete our Return Form. We will send you an acknowledgment that we received your request. Then, within 5-7 business days, we will send you all the information for return your item and receiving yoru refund.

Refunds
For all returns other than manufacturer defects or shipping errors, the cost of both outbound shipping / handling and any applicable restocking fees (see below) will be deducted from the original price you paid for the item.

For example, let’s say you purchase a dog door (or any other item) for $105.00 (the purchase price includes free shipping) and the manufacturer charges a restocking fee of 20% for all returns. When you receive the door, you realize that you purchased the wrong size. You want to return it for a refund. If you have removed the door from its original package and attempted to install it, we cannot accept the door for return, nor can we issue a refund. If you realize the sizing error without your dog having any contact with it, you may return the door.
        Refund Calculation (for this example):
        Purchase price: $105.00
        Less Restocking Fee (20%): $21.00
        Less Outbound shipping/handling: $25.00
        Total Refund: $59.00.

Restocking Fees
Some of our manufacturers/suppliers charge restocking fees of up to 30% of the purchase price for merchandise that is returned for reasons other than manufacturer defect or shipping error. Restocking fees (if applicable) are listed in the "Specifications" tab of each product on our website.

Order Cancellations
You may cancel your order within 24 hours of placing it. In almost all circumstances we cannot cancel or modify your order if more than 24 hours have passed. If you do find yourself wanting to cancel or modify an order that is older than 24 hours, please contact us and we will do our absolute best for you but we cannot make any promises about what the outcome will be.

Receiving Your Order
It is most important that you inspect the package at the time of delivery.

• Make sure there is no damage to the item you ordered and received. If there is damage to your order, it must be reported to us right away so a claim can be filed with the freight company.

• If you are present at the time of delivery, ask the freight carrier for a copy of the delivery receipt.

• Record the freight company's name and trailer number so we may track the order back to our vendor or warehouse.

It is your responsibility to check that all items are correct and all pieces accounted for before you sign.

If the product is damaged in shipping, you may choose to refuse the delivery. If you choose to refuse the delivery, you must note the damages on the delivery receipt. If you accept the delivery, contact us within 3 days and we can work with the manufacturer to have a new one shipped to you.

If only part of an item is damaged, you may accept the order, note the damages, and contact us within 3 days of receiving your order. We will work with the manufacturer/supplier to send you the replacement parts.

All products properly returned under this policy are eligible for a refund (see calculation above), as credit to the original payment method. 

Warranty Issue
If you have a warranty issue (manufacturing defect), please fill out our Return Form and let us know the problem. We will work with you and the manufacturer/supplier to resolve the issue as quickly as possible. The supplier will send you a replacement right away or, if you'd like a full refund, you will be responsible for shipping charges. Of course if there is a manufacturer error or shipping mistake, the item will be replaced at no cost to you.