Refund policy

Exchange Policy

For Local Orders

We understand that finding the perfect fit for your pup is important. To ensure a smooth exchange process, please follow these guidelines:

Please note that exchanges or returns are not permitted for Artisan pet tags.

Important Notes on Exchanges

  • Subject to Availability: Exchanges are subject to the availability of sizes. If the requested size is sold out, we regret that we will not be able to process an exchange. In such cases, we will issue a refund via store credit, valid for 6 months from the date of issue.
  • Cost Adjustments and Shipping: Once the exchange has been approved, any difference in cost for the harness and a one-time shipping fee of $3 will be refunded. Kindly note that the payment for the exchange must be completed prior to processing the refund.

Exchange Timeframe

  • Customers have 14 days from the date of delivery to initiate an exchange. Requests made after this period will not be accepted.
  • Please email, DM us (Instagram DM for a faster response) or use the chat function if you need to make an exchange.

Try Before Removing Tags:

  • Please ensure the product fits your pet correctly before removing any tags. Once the tags are removed, we regret that exchanges for size will no longer be accepted.

Conditions for Exchange:

  • The item must be returned in its original pristine condition, unused, and free of any damage.
  • Please include the original velvet pouch with the returned item.

Shipping for Exchange:

  • Customers are responsible for shipping the item back to us via registered mail (eg. Smartpac), ensuring it is securely packaged to prevent damage in transit.
  • The returned item must be in its original pristine condition, unused, and free of any damage. If the item does not meet these conditions, and we are unable to exchange it with another customer or resell it, we may:
  1. Deny a refund entirely, or
  2. Issue a partial refund at our discretion, depending on the extent of the damage or wear.
  • Refunds via Store Credits: Refunds for exchanges that cannot be processed (e.g., due to unavailability of sizes) will be issued in the form of store credits, valid for 6 months from the date of issue.
  • We are only able to process the exchange once we have received the item and the conditions are met.

Replacement Shipping Fee:

  • A flat fee of $3 will apply for shipping the replacement item. This fee will be communicated to you once the exchange is approved.

Processing Time:

  • Exchanges will only be processed once we have received and inspected the returned product. Please allow 5 to 7 business days for the exchange to be completed and be shipped.

For Overseas Orders

Due to logistical challenges, we regret that size exchanges for international orders are not available at this time. We recommend referring to our detailed size guide before making your purchase to ensure the best fit for your pet. If you have any questions about sizing, please feel free to contact us—we’re happy to assist!