Return & Refund Policy
Welcome to RoyalDogUSA!
Thank you for choosing us to provide your beloved pet with handcrafted clothing and accessories. Every RoyalDogUSA product is hand-stitched by local Florida artisans. We focus on high quality, detail and comfort to create a unique wearing experience for each pet.
To safeguard your shopping rights and interests, we have formulated the following return and refund policies to ensure that you have a worry-free, smooth and worry-free shopping experience.
🐾 I. General policy explanation
As all the pet clothing of RoyalDogUSA is either custom-made by hand or produced in limited quantities, we will strictly inspect every detail before production, including size, fabric, color and stitching.
Therefore, we attach great importance to the accuracy and satisfaction of each order. If you encounter any problems after receiving the goods, please contact us within 7 days of receiving the goods. We will do our best to assist you.
Please note
We accept eligible return and refund applications.
Customized products (including personalized embroidery, name prints, exclusive sizes, etc.) generally do not support returns and refunds, unless there are quality issues or damage during transportation.
All returns and exchanges must be reviewed by customer service and authorized before they can be processed.
🧵 2. Situations where returns and refunds are acceptable
We understand that each customer's needs are different. Therefore, in the following situations, we will do our best to provide you with return or refund support
1. There are quality issues with the product
If the goods you receive have the following situations:
Obvious damage, open lines or serious defects;
It is obviously inconsistent with the color, style and pattern of the ordered goods.
The material is seriously inconsistent with the product description.
Please take pictures and contact customer service email: wholesale@royaldogusa.com within 7 days after receiving the goods
.
Our customer service staff will reply within 24 to 48 hours and provide guidance on returns and exchanges. After verification that it is indeed a quality issue, you may choose:
Free replacement of the same type of product;
Or apply for a full refund (including the original shipping fee).
2. Transportation damage
If the package you receive is obviously damaged during transportation (such as broken packaging, damp product, or severe squeezing), please take photos immediately and contact the Courier company and our customer service.
We will reissue the new item for you free of charge after confirmation, or process a refund depending on the situation.
3. Sending the wrong product or size
If you receive the wrong size, color or style due to our error, we will take full responsibility and provide you with the following two solutions:
Free replacement of the correct product (we cover the round-trip shipping cost);
Or we will offer you a full refund.
🐶 iii. Non-returnable and non-exchangeable situations
To ensure the safety and hygiene of each customer and their pets, we cannot accept returns or exchanges under the following circumstances:
Customized or personalized products
Including embroidered names, custom-made special sizes, and designated special fabrics, etc.
(Unless there are quality issues with the product itself
Goods that have been used or show obvious signs of wear and tear
Once the product is worn, washed, stained with hair, dirt or has a perfume smell, etc., it cannot be returned or exchanged.
Applications that exceed the return period
If you submit a return application more than 7 days after signing for the goods, we will not be able to process it.
Products not purchased from the official RoyalDogUSA website or authorized channels
To ensure quality and rights, we only process orders purchased through royaldogusa.com, the official Etsy store, or other designated authorized platforms.
📦 4. Return process instructions
If your product meets the return conditions, please follow the steps below
Contact customer service
Via email [wholesale@royaldogusa.com
Contact us and provide the following information:
Order Number
Product photos (clearly showing the problem area)
Problem description
The desired solution (exchange or refund)
Waiting for review and confirmation
We will reply to you within 1 to 2 working days to confirm whether the return or refund is eligible.
Return the goods
Please return the goods as they are (including the tags, packaging bags, gifts, etc.).
The return address will be provided in the customer service confirmation email.
⚠️ Do not return goods without authorization, otherwise it may result in the package being unidentifiable or the refund being delayed.
Refund or resend the product
We will process the refund or send out a replacement within 5 to 7 working days after receiving and inspecting the returned goods.
The refund will be returned to your payment account along the original payment route.
💳 V. refund policy
Refund method
The refund will be returned through the original payment method (such as credit card, PayPal, Shopify Payments, etc.), and the arrival time depends on the processing speed of each payment institution.
Refund amount
For returns that are not due to quality issues (such as improper size selection, etc.), we will refund the amount of the goods but not the initial shipping fee.
If the issue is due to quality or shipping errors, the refund will include the amount of the product and the shipping fee.
Refund time
The refund will be initiated within 5 to 7 working days after we receive the returned goods and complete the inspection, and is usually displayed within 1 to 2 billing cycles.
🌿 VI. Special tips and warm suggestions
Size selection: Pets come in various sizes. Please carefully check the size chart before placing an order. If you need any advice, you can contact customer service for professional size guidance.
Handmade product differences: Each product is handmade, and there may be extremely minor differences in size and color. This is a normal phenomenon and is not regarded as a quality issue.
Sustainable concept: We advocate environmental protection and responsible consumption, and hope that every purchase is a well-considered choice.
RoyalDogUSA is committed to making every purchase warm and heartwarming. If you have any dissatisfaction with the goods or services, please do not hesitate to communicate with us directly. We believe that sincere communication can make every experience more perfect.
❤️ 7. Contact us
If you need return, exchange or refund support, please contact us through the following methods
📧 E-mail: wholesale@royaldogusa.com
📍 studio address: 525 South Flagler Drive 100, West Palm Beach, FL 33401
🕒 Service hours: 9:00 AM - 6:00 PM from Monday to Friday (eastern Time)
At RoyalDogUSA, we sew love with the warmth of hand and safeguard your trust with sincere service.
Thank you for supporting local American handmade brands. Let's create more warmth and honor for pets together.