Returns

We appreciate your business and want you to be satisfied with your purchase. If for any reason you wish to make a return, we will be happy to help you. Please refer to our General Return Policy.

For returns of product by Our Pets, The Green Pet Shop and NEOPAWS, please refer to their individual Return Policies, which are additionally set forth below.

General Return Policy

To begin the return process, please email us at info@doggycloud.com.

Unless otherwise specified, all returned items must be in new, unused and re-sellable condition and received by us within 30 days of receipt of purchase. Return of NEOPAWS items must be done within 15 days of All tags must be attached. Please make sure all pet and human hair is removed and item is in clean, sell-able condition. NO EXCEPTIONS.
Please include the original paperwork with the items or a Purchase Order or Reference Number so that your return can be processed correctly.
We can only accept returns for the items purchased on our website.
Securely pack your return merchandise to protect it from damage during shipping.
Doggy Cloud is not responsible for packages lost or damaged during return shipping.
You will be given a full refund less the original shipping charges as long as the item is in its original condition and packaging.
Original shipping charges are nonrefundable.
Return shipping expenses are to be paid by the customer.
We do not accept COD packages.
Please allow up to two billing cycles for refunds to appear on your credit card statement.

Final Sale Items

All Sale Items are a final sale. At times we may grant a return if there is a size issue and a new order is placed for an alternate size. However, we reserve the right for all sale items to be final sale.

MAILING ADDRESS FOR RETURNS:

Please send all returns, with the exception of Our Pets product, The Green Pet Shop product and NEOPAWS product to:

Doggy Cloud Attn: Returns Department
South Orange Avenue
South Orange, New Jersey

If you have any questions or concerns, feel free to contact us at info@doggycloud.com.

Returns of OUR PETS product

Our General Return Policy applies to Our Pets product, however the return address is different.

Please return all materials and paperwork back to:

Ourpets, 1300 East Street, Fairport Harbor, Ohio 440 to the attention of C Pease.

Please make sure to include the original paperwork or that the Purchase Order # is referenced so your return can be processed correctly.

Returns of The Green Pet Shop product (cool pads)

Please follow the Return Policy for The Green Pet Shop product as is set forth below, which is taken directly from their website.

https://www.thegreenpetshop.com/return-policy.html

Returns & Replacements

We try to make it easy, Keeping your pet happy is our goal.

We accept returns in GOOD CONDITION only.

We do not accept scratched, chewed or hairy products. We advise if you are buying the cooling pad to purchase a cover or use it with a lightweight sheet until you determine if your dog likes the pad.

For unopened and unused products returned in original, sellable condition within 30 days of the date of purchase, we will extend a full refund of the purchase price (excluding shipping charges).

Send back the other item for a refund. We process refunds within 3 days of receiving the item. We recommend you use a delivery confirmation service.

DEFECTIVE ITEMS: Please send us an email if you feel an item is defective using the contact us form. In many cases, defective items do not need to be returned for a refund.

WRONG SIZE: Please place a new order for the correct size. Send back the other item for a refund. We process refunds within 3 days of receiving the item.

OUR MISTAKE: In cases where we have shipped you an incorrect product, we will issue a call tag to have the item picked up. We will re-ship your order at our expense.

EXCHANGES: We are sorry, we don’t do exchanges. Simply reorder the new item and we will refund you for the item you returned,

Please provide us with your order number, the item(s) you wish to return and the reason for the return. Please make sure to properly package your returned item as we are unable to issue credit for damaged merchandise.

For approved returns we will issue a credit within 72 hours via the same method of payment used for the order.

The Green Pet Shop is not responsible for rips or tears that were not noticed immediately after the package was opened.
Within 30 days of use we’ll replace a pad with tears or rips for 50% of MSRP with a picture of the damage or rip. The customer pays full shipping and handling.
If you think the gel in the pad is not working correctly, we have a limited 90 day warranty on the gel with proof of damage.

Please include a copy of your receipt and your returned merchandise authorization number and send to:

RETURN ADDRESS:

Avanquest Distribution Services

Attn: The Green Pet Shop – Returns

15001 Meridian Parkway Suite A

Riverside, CA 92518

In cases where we have shipped you an incorrect product, we will issue a return label to have the item picked up. We will re-ship your order at our expense.

If you have any questions regarding these policies, please contact The Green Pet Shop at 1-847-480-1616 FREE

Returns of NEOPAWS product

Please follow the Return Policy for NEOPAWS product as set forth below, which is taken directly from their website and can be found at:

https://www.neopaws.com/catalog/extra_info_pages.php/pages_id/4/NONSSL

Refund

If you are not completely satisfied with your purchase, simply return the item within 15 days of purchase and a full refund will be issued, provided the product has not been worn, is not soiled in any way (no hair), is in its original packaging and has its header card intact. All returns will be credited minus the freight charge incurred and the minimal charge applied to clean the item. You are also responsible for the shipping cost of returning the products back to us.

Purchases returned after an unreasonable delay will not be refunded.

Exchange

If you need to exchange an item, you can return it within 30 days of purchase, provided that it has not been worn, is not soiled in any way (NO HAIR, PLEASE), is in its original packaging and has its header card intact. However, you must arrange for the shipment of the products back to us at your own cost and also pay for any difference in style/size, the new shipping charge, as well as the minimal charge applied to clean the item, if applicable.

MOST OF OUR ITEMS ARE CONTAINED IN ZIP-LOCK BAGS FOR EASY REMOVAL AND INSPECTION, WITHOUT THE NEED TO DAMAGE THE PACKAGE OR THE HEADER CARD.

In the meantime, the new style/size required will be sent to you and applicable costs will be charged to your account. A final adjustement to your account will be made once all items, if any, to be returned, have been received by us.

Defective products

We continuously strive to offer the highest quality products and service. However, in the unlikely event that you receive a damaged, defective or wrong item, please call us at 1-888-DOG-SHOE (1-888-364-7463) or e-mail us at info@neopaws.com within 5 days of receipt of your order. After discussing the problem with you, we will gladly send you a replacement item(s) and incur the shipping charge required.

Return instructions

When returning from anywhere outside Canada, please do so via Postal Service or any Courier Service and describe the shipment as CANADIAN GOODS RETURNED WITH A VALUE OF $15.00 U.S. DOLLARS for customs purposes. Please see cut-out below.

We are not responsible for lost or stolen items, nor for any brokerage fees or duty payable on items not returned as indicated above. If the goods come back to us and duties are charged, they will be charged back to your account.

   CUT THE FOLLOWING AND TAPE IT TO THE OUTSIDE OF THE RETURN PACKAGE.

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  Return to :
  NEO-PAWS INTERNATIONAL
  125 River Street
  Toronto, ON; M5A 3P5
  CANADA
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The enclosed are Canadian Goods Returned with a maximum value of U.S. $15.00.

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Returns

Returns

Final Sale Items

All Sale Items are a final sale. At times we may grant a return if there is a size issue and a new order is placed for an alternate size. However, we reserve the right for all sale items to be final sale.

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