30-day return window
You may request a return within 30 days after your order is delivered. To start, email info@matchmatepets.com with your order number, the item you want to return and the reason for the return. If approved, we will provide return instructions and the New York return address. Items sent without authorization may not be accepted.
Eligible condition
Returned items must be unused, unworn, unwashed, unaltered and in their original packaging with any tags or protective materials. Please take care when trying pet accessories for fit.
Items we cannot accept
- Items showing wear, use, washing, pet hair, odor, stains, damage or alteration.
- Personalized or custom-made products.
- Items marked Final Sale before purchase.
- Gift cards, if offered.
Return shipping
For a change-of-mind, fit or other non-quality return, the customer is responsible for return shipping and the risk of loss in transit. We recommend a trackable service. Original shipping charges are not refundable.
Damaged, defective or incorrect item: Contact us promptly with your order number and clear photos. If we confirm a quality or fulfillment issue, Matchmate will arrange an appropriate replacement, return label or refund at no additional shipping cost to you.
Refunds
After the return is received and inspected, we will notify you of approval or any condition issue. Approved refunds are sent to the original payment method. We aim to initiate an approved refund within 5 business days after inspection; your bank or card issuer may need additional time to post it.
Exchanges and cancellations
For the fastest exchange, request a return and place a new order for the preferred item. To request cancellation, email us immediately. We cannot guarantee cancellation after processing or shipment begins.