Last Updated: October 2025
Company: Dog is Good, LLC
Address: 10531 Humbolt St., Los Alamitos, CA 90720
Retail Returns Email: customerservice@dogisgood.com

Wholesale Support Email: customerservice@dogisgood.com

Retail Defective Items

If you receive a defective piece, it can be exchanged for a new item. We must receive an email regarding the defect within 30 days of the original ship date. Please include your order number, a brief description of the issue, and a clear photo so we can help quickly. For approved defective items, replacement shipping is covered by Dog is Good.

Retail Exchanges

We are happy to offer an exchange in the form of store credit, minus shipping charges, for items received back by us within 30 days from the original ship date to you. Items must be new, unused, and in re-sellable condition, and the original invoice should be included in the package. Once your return is inspected and accepted, store credit will be issued to your account and can be used on a future order.

Retail Returns

We are happy to offer a refund in the form of store credit, minus shipping charges, for items received back by us within 30 days from the original ship date to you. Items must be new, unused, and in re-sellable condition, and the original invoice should be included. Closeout and sale-priced items are final sale and non-refundable. Please securely pack your return merchandise to protect it from damage during shipping, as we are not responsible for packages lost or damaged in transit. Items received as gifts can be returned for store credit. Original shipping and processing fees are non-refundable. The cost to send back a return is covered by the customer. For approved defective items returned to us, the replacement shipping cost is covered by Dog is Good. If we have any questions regarding your exchange or return, we will contact you by email; if we do not hear back within two weeks, the item(s) will be returned to inventory and store credit will be issued.

Retail - How to Start a Return or Exchange

To begin, email customerservice@dogisgood.com with your order number, the item(s) you’d like to return or exchange, and the reason. We will reply with simple next steps. Please ship your item using a trackable method and keep your tracking number for your records.

Retail - Right of Withdrawal (where applicable)

If you are a consumer located in a jurisdiction that provides a statutory right of withdrawal, you may cancel your order within 14 days of receiving your goods by notifying us in writing at customerservice@dogisgood.com. Products must be returned unused and in their original condition and packaging. Once we receive and inspect the returned items, a refund will be issued in accordance with applicable law, typically to the original method of payment. This statutory right of withdrawal does not reduce or replace our 30-day store-credit policy described above; it simply adds the legal option available to customers in eligible jurisdictions.

Processing Times

Returns and exchanges are typically processed within seven to ten business days after the package is delivered to our facility. You will receive a confirmation email once your store credit or replacement has been issued.

Final Sale Items

Closeout and sale-priced items are final sale and non-refundable. These items are not eligible for return, exchange, or store credit unless the item is defective upon arrival and you contact us within 30 days of the original ship date with supporting photos.

Shipping Fees and Risk of Loss

Original shipping and processing fees are non-refundable. Return shipping is the responsibility of the customer unless we have confirmed a defect or an error on our part. Risk of loss for return packages remains with the customer until the package is delivered to us; please consider using a trackable, insured carrier.

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Wholesale (B2B) - Returns & Exchanges

Wholesale returns and exchanges follow the terms listed on our Wholesale Terms & Conditions page. Every effort is made to ship orders complete; incomplete orders may be held briefly so all items can ship together, and for extended delays partial shipments will be sent. Backorders with a delay of 30 days or more will be refunded or canceled. If you want backorders to automatically be canceled, please inform us at the time of ordering. For any questions regarding wholesale shipments, expedited needs, or issues with an order, please email customerservice@dogisgood.com. Most wholesale orders ship within two business days. Dog is Good is not responsible for items lost, stolen, or damaged during transit, and is not responsible for shipping charges or additional fees such as customs, duty, or taxes.

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Need Help?

If you’re unsure which option applies to your order, email customerservice@dogisgood.com and we’ll guide you through the next steps.