Refund Policy
Shipping & Returns
FREE Returns:
You can test drive your dog’s new Toby & Ace in your home. Anytime you or your dog is anything less than thrilled and 100% satisfied with your purchase, you can return your order to our warehouse for a full & friendly refund or exchange.
All we ask is the following:
- Please contact us before returning so that we can provide the proper return address & send you any packaging materials if needed.
- For obvious reasons, we can not accept returns on beds that are ripped, have been chewed, or soiled with urine, vomit, and/or feces.
Once your return is received and inspected by our workshop (usually within 5 business days of receipt), your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 7 business days.
A full 100% refund will be issued for all returns received in acceptable condition.
Note: Return policy only applies to orders placed directly with Toby & Ace either on tobyandace.com or via live chat. If the purchase was with another business, your order is subject to the return policy of the business where the order was placed. Toby & Ace has little to no influence over the return & refund policies of other businesses that carry Toby & Ace products. So for guaranteed free shipping & returns, order directly on tobyandace.com.
Exchanges (if applicable)
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 support@tobyandace.com.
Shipping
Contact customer support for returns
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.