Exchanges & Refunds

At Mossy Mutt, your satisfaction is our top priority! We strive to ensure every product meets your expectations. If you encounter any issues, we’re here to help. Below, you’ll find all the details about our exchange and refund policies.

Refund Policy

Eligibility for Refunds

We offer refunds for the following situations:

  • Items that arrive damaged or defective
  • Incorrect items received

To request a refund:

  1. Contact us within 7 days of receiving your order at hello@mossymutt.com.
  2. Include your order number and photos of the damaged or incorrect item.

Once your request is reviewed and approved, we’ll process your refund to your original payment method. Refunds typically take 5-10 business days to appear on your statement.

Non-Refundable Items

  • Personalized or custom-made products (unless defective)
  • Sale items

Exchange Policy

We currently do not offer direct exchanges since all our products are made to order. However, if you receive a defective or incorrect item, we’ll send a replacement free of charge.

To request a replacement:

  1. Email us at hello@mossymutt.com within 7 days of delivery.
  2. Provide your order number and photos of the issue.

Canceling or Modifying an Order

Orders can only be canceled or modified within 24 hours of purchase. After this time, your order is sent into production and cannot be changed.

If you need to cancel or modify an order, email us immediately at hello@mossymutt.com with your order number.

Return Policy

Due to the made-to-order nature of our products, we do not accept returns unless the item is defective or incorrect. This policy helps us reduce waste and stay eco-friendly.

FAQs

What if my item arrives damaged?

We’re sorry about that! Please contact us with your order details and photos of the damage, and we’ll resolve it as quickly as possible.

Can I return a personalized item?

Unfortunately, personalized items are non-refundable unless there’s an error on our end or the item arrives damaged.

How long does it take to process a refund?

Once approved, refunds are processed within 5-10 business days to your original payment method.

Contact Us

For any questions or assistance with exchanges or refunds, please email us at hello@mossymutt.com. We’re here to help!

Thank you for shopping with Mossy Mutt and for supporting our made-to-order business!