Shipping and Return Policy
When your order comes in, we immediately get to work to create it, from scratch, for you and your pet. We don’t have huge warehouses of assembly line products - we have skilled, caring artisans who believe making something just right is better than making it as fast as possible.
This means your order may take up to two weeks to ship - but don’t worry! As soon as it is complete, we lovingly wrap it up, write you a nice little note because you’re important to us, and get it on its way to you.
You will receive an email with your tracking details when your order is shipped so your pup will know to monitor the postman with even more vigilance!
We hope it doesn’t happen, but if we do have a delay and your order is expected to take longer than 14 days to complete, we will contact you to let you know.
Our business started in Maryland’s Mennonite country. In these parts, business is still done with an honest word and a handshake. Consider the return policy our handshake. A promise to you that should our product not live up to standards, we will do our best to make it right.
We want you and your pet to love your Fireside Hound product. In case you don't, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.