Refund policy

WAGGLY — RETURN & REFUND POLICY

Last updated: September 24, 2026

At Waggly, we want you and your pet to have a simple, safe, and satisfying shopping experience. If something isn't right with your order, we're here to help.

Please review the following Return & Refund Policy before requesting a return or refund.

1. RETURN PERIOD

We accept eligible returns within 30 calendar days of the date your order was delivered.

To request a return, please contact our customer service team within this 30-day period.

2. RETURN CONDITIONS

To be eligible for a return, the product must:

  • Be unused and in its original condition;

  • Be clean and free from pet hair, stains, odors, or other signs of use;

  • Include the original packaging, accessories, tags, and other items included with the order, when applicable;

  • Not have been altered, damaged, or modified after delivery;

  • Meet any product-specific return requirements stated on the product page.

Because many Waggly products are intended for use with pets, products that show signs of use may not be eligible for return for hygiene or resale reasons.

Returned products may be inspected before a refund is approved.

These conditions do not limit any consumer rights that cannot legally be excluded or restricted.

3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 calendar days of delivery.

Please email:

[customer service email]

Include your:

  • Order number;

  • Name used for the order;

  • Description of the issue; and

  • Clear photos or videos showing the product and the problem, when possible.

After reviewing your request, Waggly may provide a replacement, send the correct item, or issue a refund, depending on the circumstances.

If the issue is confirmed to be our responsibility, we will provide an appropriate resolution without requiring you to bear the cost of correcting our error.

4. PET-SPECIFIC AND HYGIENE-SENSITIVE PRODUCTS

For health, hygiene, and safety reasons, certain products may not be eligible for return once they have been opened or used.

This may include products that:

  • Come into direct contact with a pet's mouth, body, food, or waste;

  • Are intended for grooming or hygiene;

  • Cannot reasonably be resold after use; or

  • Are specifically identified as non-returnable on the product page.

Any applicable product-specific restrictions will be disclosed on the relevant product page before purchase.

This does not affect rights relating to defective, damaged, or incorrectly supplied products.

5. RETURN SHIPPING

For returns due to a change of mind, personal preference, or another reason unrelated to a defective, damaged, or incorrect product, the customer may be responsible for return shipping costs unless otherwise stated.

For defective, damaged, or incorrect products confirmed to be our responsibility, Waggly will provide appropriate return or replacement instructions.

Please do not send a product back before receiving return instructions from our customer service team.

6. REFUNDS

Once an eligible returned product has been received and approved, Waggly will process the refund using the original payment method whenever reasonably possible.

You will receive confirmation once your refund has been processed.

After the refund is issued, the time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

Where a refund is required because Waggly cannot fulfill an order within the promised timeframe, the refund will be handled in accordance with applicable law.

7. ORDERS THAT DO NOT ARRIVE

If your order has not arrived within the delivery timeframe stated at checkout or otherwise communicated by Waggly, please contact our customer service team.

We will review the order status and available carrier information.

If an order is confirmed to be lost in transit, Waggly will work with you to provide an appropriate resolution, which may include a replacement or refund, subject to applicable circumstances and consumer rights.

If an unexpected shipping delay prevents us from meeting the promised delivery timeframe, applicable U.S. requirements may require us to provide the customer with the option to accept the delay or cancel the order for a refund.

8. INCORRECT SHIPPING ADDRESS

Customers are responsible for providing accurate and complete shipping information at checkout.

If an order cannot be delivered or is returned because of an incorrect, incomplete, or undeliverable address provided by the customer, please contact us to review the available options.

If a new shipment is possible, an additional shipping fee may apply.

9. ORDER CANCELLATIONS

If you need to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before the order enters processing or shipping.

Once an order has been processed or shipped, cancellation may no longer be possible and the standard return policy may apply.

Nothing in this section limits cancellation or refund rights required by applicable law.

10. FINAL SALE ITEMS

Products specifically identified as Final Sale on the product page are not eligible for returns or refunds due to change of mind, except where otherwise required by applicable law.

This does not affect applicable consumer rights relating to defective, damaged, or incorrectly supplied products.

11. HOW TO REQUEST A RETURN OR REFUND

To request a return, exchange, or refund, please contact:

Waggly Customer Care
Email: [customer service email]
Customer Service Hours: Monday–Friday, 9:00 AM–6:00 PM

Please include your order number and a brief description of your request.

For damaged, defective, or incorrect items, please include clear photos or videos whenever possible.