Return & Refund Policy

Return & Refund Policy

Last Updated: [November 10, 2024]

1. Order Confirmation

After placing your order, you will receive a confirmation email detailing the ordered items and your shipping information. Please double-check the following details:

  • Country
  • Street Address
  • Company Name (if applicable)
  • Unit/Apt Number

If you notice any mistakes, contact us promptly at support@surelydogs.com. If you didn't receive the confirmation email within 24 hours, please check your spam folder before reaching out to us.

2. Return Eligibility

  • Return Period: You may return your order for any quality issues within 30 calendar days after delivery.

  • Condition of Items: To be eligible for a return or replacement, your item must be:

    • Unused and in the same condition that you received it.
    • In the original packaging.

  • Non-Eligible Items: Any item not in its original condition, is damaged, or missing parts for reasons not due to our error will not be accepted for return. Items returned more than 30 days after receipt will not be eligible for a refund or exchange.

3. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us:
  2. Provide Necessary Information:
    • Order Number
    • Email Address Used for Purchase
    • Reason for Return
    • Photographs of the damaged or defective item(s) (if applicable)
  3. Receive Return Instructions:
    • Our customer service team will provide you with detailed instructions and a Return Authorization Number (if required).

Important Notes:

  • Do Not Return Uncommunicated Reasons: Please refrain from returning orders without prior communication. Returns without authorization may result in the return being declined.

  • Do Not Send to Manufacturer: All returns must be sent directly to SurelyDogs. Do not return items to the manufacturer or any third-party seller.

  1. Prepare Your Return:

    • Ensure that the item is unused and in original packaging.
    • Include the Return Authorization Number (if provided).
    • Securely package the item to prevent damage during transit.

  2. Ship Your Return:

    • Shipping Method: Use a trackable shipping service or purchase shipping insurance for high-value items over $50 USD. This ensures that your return is received by SurelyDogs.
    • Shipping Address: You will receive the return address upon contacting us. Please do not return items without prior confirmation, as our warehouse cannot identify the sender, resulting in your refund being unavailable.

Shipping Fees:

  • Non-Defective Returns: You are responsible for the shipping fees unless the return is due to our error (e.g., defective or damaged item).

  • Defective/DOA Items: If your item is faulty or Dead on Arrival (DOA), we will reimburse the shipping fee after inspection and confirmation that the item is within warranty.

4. Refunds

  • Inspection: Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund.

  • Approved Refunds:

    • Processing Time: Refunds will be processed within 5-7 business days after approval.
    • Payment Method:
      • Credit/Debit Card: Refund will be applied to the original card used for the purchase. It may take additional time for your bank to process and post the refund.
      • PayPal: Refund will be sent to your PayPal account within 3 business days.

Please Note:

  • Partial Refunds: May be granted in certain situations (e.g., items not in original condition, incomplete items).

  • Exchange: If you prefer an exchange instead of a refund, please specify this in your return request.

5. Late or Missing Refunds

If you haven’t received a refund yet, please follow these steps:

  1. Check Your Bank Account: First, check your bank account again.
  2. Credit Card Company: Contact your credit card company, as it may take some time before your refund is officially posted.
  3. Bank: Contact your bank, as there is often some processing time before a refund is posted.
  4. Contact Us: If you’ve done all of this and you still have not received your refund yet, please contact us at support@surelydogs.com.

Important: Tracking information is available for 60 days. After this period, tracking support will no longer be available, and SurelyDogs cannot assist with packages beyond this timeframe.

6. Shipping for Returns

  • Authorized Returns: To return your product, you should contact us at support@surelydogs.com. Our staff will get in touch with you, and you can return the product after confirmation.

  • Unauthorized Returns: If you return the product without confirmation, our warehouse cannot identify the sender, which will cause your refund to be unavailable.

  • No Restocking Fees: SurelyDogs does not charge restocking fees for the return of products.

  • Shipping Time: Depending on where you live, the time it may take for your exchanged product to reach you may vary.

7. Return Address

Please contact us at support@surelydogs.com to obtain the return address. Do not return your products before getting confirmation via email from support@surelydogs.com.

8. Important Notes

  • Return Shipping Fees: You are responsible for the shipping fee for the returned product if the return is not due to our error (e.g., defective or damaged item).

  • Defective Items: If your device is faulty or DOA, we will reimburse the shipping fee after inspection and confirmation that your device is within warranty.

  • After-Sales Support: For any after-sales issues, please contact us through support@surelydogs.com, and we will offer you a solution based on your case.

  • Response Time: Once you email us about the return & refund issue, we will respond to you within 24 hours on business days. Please check your spam/junk inbox if you haven't received a reply within 24 hours.

9. Contact Us

If you have any questions or need assistance with your return, refund, or any aspect of your order, please contact us:

Our dedicated customer service team is here to help you with any inquiries or issues you may encounter regarding your order and return process.

SurelyDogs
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5830 E 2nd St, Ste 7000 #19886

Casper, Wyoming 82609, US
support@surelydogs.com
www.surelydogs.com