EXCHANGES & RETURNS

Exchanges & Returns Policy

At BIG DOG CHAINS®, your satisfaction is our priority. We stand behind every collar we make with our lifetime warranty. If you need to exchange or return your collar, we've made the process simple and hassle-free.

Our Lifetime Warranty

Every BIG DOG CHAINS® collar comes with a lifetime warranty against manufacturing defects. If your collar fails due to a manufacturing defect at any time, we'll replace it free of charge. This warranty covers:

  • Defects in materials or workmanship
  • Big Dog Clasp® malfunction due to manufacturing defect
  • Link breakage due to manufacturing defect
  • Finish defects on Colors Collection items

Note: The lifetime warranty does not cover normal wear and tear, damage from misuse, chewing, or accidents.

Return Policy

30-Day Return Window

We accept returns within 30 days of your purchase date for items that are:

  • Unused and in original condition
  • In original packaging with all tags attached
  • Free from pet hair, odors, or signs of wear
  • Accompanied by proof of purchase (order number or receipt)

Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

  • Collars that have been worn or used
  • Custom or personalized items
  • Items damaged by the customer
  • Sale or clearance items (unless defective)

Refund Process

Once we receive and inspect your return:

  • Approved returns will be refunded to your original payment method within 5-10 business days
  • You'll receive an email confirmation when your refund is processed
  • Original shipping costs are non-refundable
  • Return shipping costs are the customer's responsibility unless the item is defective

Exchange Policy

Size Exchanges

Need a different size? We're happy to help! If you ordered the wrong collar length or link size (0.5", 0.75", 1", 1.25", 1.75"), contact us within 30 days to arrange an exchange.

Exchange Process:

  1. Contact our customer support team with your order number
  2. Specify the new size you need
  3. Return the original collar in unused condition
  4. We'll ship your new size once we receive the return

Color Exchanges

Want to try a different color from our Colors Collection? Exchanges are available within 30 days for unused collars in original condition.

Exchange Shipping

  • Customer pays return shipping for size/color exchanges
  • We cover shipping for the replacement item
  • Defective items: We cover all shipping costs

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact Us - Email our customer support team with your order number and reason for return/exchange
  2. Receive Authorization - We'll provide a return authorization and instructions
  3. Package Your Item - Securely pack the collar in its original packaging
  4. Ship It Back - Send to the address provided (keep your tracking number)
  5. Confirmation - We'll email you when we receive your return
  6. Processing - Refunds or exchanges are processed within 3-5 business days of receipt

Warranty Claims

To make a warranty claim for a manufacturing defect:

  1. Contact our customer support team
  2. Provide your order number and photos of the defect
  3. Describe when and how the issue occurred
  4. We'll review your claim (usually within 24-48 hours)
  5. If approved, we'll send a replacement at no charge

Important: Please keep your original order confirmation email as proof of purchase for warranty claims.

Damaged or Defective Items

If your collar arrives damaged or defective:

  • Contact us within 7 days of delivery
  • Provide photos of the damage or defect
  • We'll send a replacement immediately at no cost
  • We'll provide a prepaid return label for the defective item

Wrong Item Received

If you received the wrong item, we sincerely apologize! Contact us immediately and we'll:

  • Send the correct item right away
  • Provide a prepaid return label for the incorrect item
  • Cover all shipping costs

International Returns

International customers are responsible for return shipping costs and any customs fees. Refunds will be issued in USD and converted by your bank. Please contact us before returning international orders.

Questions About Returns or Exchanges?

Our customer support team is here to help make your return or exchange as smooth as possible. We're committed to your satisfaction and want to ensure you and your dog are happy with your BIG DOG CHAINS® collar.

Need help with sizing? Check out our sizing guide to ensure the perfect fit before ordering!

Contact Customer Support: Email us or use our contact form and we'll respond within 24 hours.