Refund and Returns Policy


At Poochwell, we’re committed to the happiness and well-being of your furry companions. If you’re not completely satisfied with your purchase, we’re here to help.

Return Window:

  • You have 30 days from the date of purchase to initiate a return.

Conditions for Return:

  1. Proof of Purchase: Please provide your original receipt or proof of purchase.
  2. Condition: Products may be returned in used condition.


  1. Initiate Return: Contact our customer service team at or call us at (323)647-4672 to initiate your return. Please include your order number and reason for return.
  2. Shipping: Once your return is approved, we will provide you with a return shipping label. Please note that original shipping charges are non-refundable and return shipping fees may apply.
  3. Inspection: Upon receiving your returned item, we will inspect it and notify you of the status of your refund or exchange.
  4. Refund or Exchange: If your return is approved, we will initiate a refund to your original method of payment or process an exchange as per your request. Please allow 3-5 days for the refund to be credited to your original form of payment.

Customer Satisfaction:

  • We value your satisfaction and strive to provide the best products for your pooch. If there are any concerns or feedback regarding our products or return policy, please don’t hesitate to reach out.

Contact Us:

  • For any queries or assistance, please contact us at . Our dedicated team is here to ensure you and your dog have a positive experience with Poochwell.


In order to receive a refund for your order the purchased product must be returned, no exceptions.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3-5 business days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and we will provide you with further instruction for your exchange.

Shipping returns

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable in the event of a refund request. If you receive a refund, the cost of return shipping will be deducted from your refund.

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

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at for questions related to refunds and returns.