Refund policy

Return & Refund Policy

Last updated: August 25, 2026

Thank you for shopping with PoochieBells! We want you and your dog to feel confident in your purchase. Our policy includes two separate guarantees:

  1. The 30-Day Satisfaction Guarantee, which gives you time to try your product and decide whether it is right for you; and
  2. The PoochieBells Lifetime Guarantee, which covers eligible PoochieBells products against manufacturing and workmanship defects during the product’s usable life.

Nothing in this policy limits any rights or remedies you may have under applicable law.

30-Day Satisfaction Guarantee

You may try your PoochieBells product at home for 30 days after delivery. If you are not satisfied for any reason, you may return the product for a refund of the purchase price, subject to the conditions below.

Products do not need to be unused or in their original packaging. You may use the product during the 30-day trial period so that you and your dog have a fair opportunity to try it.

To use the 30-Day Satisfaction Guarantee:

  • You must contact us within 30 days after delivery of the product.
  • You must provide your order number or other proof of purchase.
  • You must return the product to the address provided by us.
  • You are responsible for all return shipping costs. Return shipping costs are nonrefundable.
  • The product must not have been intentionally damaged, excessively chewed, lost, destroyed, or used for a purpose other than its intended use.

Refunds under the 30-Day Satisfaction Guarantee are limited to the purchase price of the returned product and are issued to the original payment method after we receive and inspect the return.

Products purchased through another retailer should be returned directly to that retailer in accordance with the retailer’s return policy.

Personalized Products

Personalized products are not eligible for return under the 30-Day Satisfaction Guarantee unless the product is defective. Please contact us if you have questions about whether a particular product qualifies.

PoochieBells Lifetime Guarantee

The PoochieBells Lifetime Guarantee applies to PoochieBells products only. It covers manufacturing and workmanship defects for the lifetime of the product.

“Lifetime” means the product’s usable life while it is being used for its intended purpose. It does not mean that the product is expected to last forever, and it does not include the product reaching the end of its usable life because of normal wear and tear.

If an eligible PoochieBells product fails because of a manufacturing or workmanship defect, we will replace it in accordance with this policy.

Requirements for a Lifetime Guarantee Claim

To qualify for coverage:

  • The product must be an authentic PoochieBells product.
  • The issue must result from a manufacturing or workmanship defect.
  • The product must have been used for its intended purpose.
  • You must provide photographs showing the issue.
  • You should provide proof of purchase when available. An original receipt is not mandatory if other information is sufficient for us to evaluate the claim.
  • You must provide any other information reasonably requested by us to evaluate the claim.

Poochie-Pets reserves the right to request that the physical product be returned for inspection when necessary to evaluate a claim. We will provide return instructions if the product must be sent back.

The PoochieBells Lifetime Guarantee applies only to the original purchaser and is non-transferable.

Lifetime Guarantee Remedy

If we determine that your claim qualifies under the PoochieBells Lifetime Guarantee, we will replace the defective product with the same product. If the same product is no longer available, we will provide a comparable PoochieBells product.

The PoochieBells Lifetime Guarantee provides a replacement remedy only. It does not provide a refund.

What the Lifetime Guarantee Does Not Cover

The PoochieBells Lifetime Guarantee does not cover:

  • Normal wear and tear;
  • Damage from chewing or biting;
  • Damage from excessive pulling;
  • Accidental damage;
  • Improper use;
  • Use for a purpose other than the product’s intended purpose;
  • Outdoor or weather-related damage;
  • Improper washing or cleaning;
  • Alterations or modifications;
  • Lost or stolen products; or
  • Cosmetic changes that do not affect functionality, including fading, scratching, tarnishing, or minor fraying.

For example:

  • Covered: A bell attachment separates because the stitching was not properly secured.
  • Not covered: A puppy chews through the strap.
  • Covered: Hardware breaks prematurely because of a manufacturing flaw.
  • Not covered: A strap gradually becomes worn after years of normal use.

How to Start a Return or Lifetime Guarantee Claim

To request a return under the 30-Day Satisfaction Guarantee or to submit a claim under the PoochieBells Lifetime Guarantee, contact us at:

Email: admin@poochiepets.net

Please include:

  • Your name and contact information;
  • Your order number or other proof of purchase, if available;
  • A description of the reason for the return or claim; and
  • Photos showing the issue, where applicable.

For returns under the 30-Day Satisfaction Guarantee, we will provide any applicable return instructions. Products must be sent to:

Poochie-Pets
37 Summit Street
East Hampton, CT 06424

Customers are responsible for return shipping costs. We recommend using a trackable shipping service and retaining proof of shipment. Poochie-Pets is not responsible for products lost in transit before they are received by us.

Damaged, Defective, or Incorrect Items

Please inspect your order when you receive it. If an item is defective, damaged, or incorrect, contact us as soon as possible at admin@poochiepets.net, preferably with photographs of the product and packaging.

We will review the issue and determine the appropriate resolution under this policy and applicable law.

Exchanges

We do not generally process direct exchanges. The fastest way to obtain a different product is to request a return, where eligible, and then place a separate order for the product you want.

A product that qualifies under the PoochieBells Lifetime Guarantee will be replaced as described in the Lifetime Guarantee Remedy section.

Refunds

After we receive and inspect an eligible return, we will notify you whether your refund has been approved.

Approved refunds will be processed within 10 business days and issued to the original payment method. Your bank or credit card company may require additional time to process and post the refund.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at admin@poochiepets.net.

Contact Us

If you have questions about this Return & Refund Policy, the 30-Day Satisfaction Guarantee, or the PoochieBells Lifetime Guarantee, please contact us:

Poochie-Pets
Email: admin@poochiepets.net
Website: poochiebells.com