Returns & Exchange Policy
At BonGoof, we take pride in the quality and craftsmanship of our products. Please review the following policy carefully before placing your order.
1. Before Placing Your Order
We strongly recommend measuring your dog carefully and reviewing the size chart provided on each product page before purchasing. Our size charts reflect ideal body measurements to help ensure the best fit.
2. Order Changes or Cancellations
If you need to edit or cancel your order, please contact us within 12 hours at info@bongoof.com.
Once an order has been processed or shipped, we cannot guarantee that changes or cancellations can be made.
3. Returns for Damaged, Defective, or Incorrect Items
We accept returns only if an item arrives damaged, defective, or if you received an incorrect item.
To be eligible:
- You must contact us within 7 calendar days of delivery
- Please email info@bongoof.com with your order number and a brief description of the issue
Requests submitted outside this window will not be eligible for review.
4. Sale Items
All sale items are final sale and are not eligible for return, exchange, refund, or store credit. Please double-check sizing and product details before completing your purchase.
How to Process a Return or Exchange
1. Start the Request
Email info@bongoof.com with your order number and details of the issue. Our team will review your request and confirm next steps if approved.
2. Return Shipping
For U.S. orders, we provide a return label once a return is approved. Round-trip shipping costs are the responsibility of the customer and will be invoiced based on the delivery area.
For international orders, returns must be shipped prepaid using a trackable carrier (UPS, FedEx, DHL, etc.).
International return labels are not provided.
In the case of an exchange, the cost of shipping the replacement item to the customer is the responsibility of the customer and will be invoiced separately based on the destination country.
3. Item Condition Requirements
Returned items must:
- Be unwashed, unworn, and unused
- Have all original tags attached
- Be free from pet fur, dust, odor, stains, signs of outdoor use, or damage
- Be returned in original packaging when possible
Items that do not meet these conditions will not be eligible for return or exchange and will be sent back as received. Any loss in value due to condition issues will be the responsibility of the customer.
Exchanges (Limited & Case-by-Case)
We replace items only if they are confirmed to be damaged or defective.
In limited cases, we may offer a size exchange within the same style and color if the item does not fit as expected. All exchange requests are reviewed on a case-by-case basis.
All eligible exchanges must be reported (initiated) within 7 calendar days of delivery, and returned items must be shipped within 14 calendar days once the return process has started. All exchanges are subject to inspection and approval upon return.
Shipping Address Responsibility
Please double-check your shipping address before placing your order.
Once an order has shipped, we are not responsible for packages delivered to an incorrect or incomplete address provided at checkout, and we are unable to reroute shipments after dispatch.
Questions
If you have any questions about this policy, please contact us at info@bongoof.com before placing your order.