Returns & Exchanges FAQs

RETURNS / EXCHANGES FAQS

We're a small company outside of Boston, MA but we love our customers BIG time.
Like any good business, we gotta have return "pawlicies." Here they are.

What information do I need when contacting Customer Service about returning an item?


Please have your Order ID # handy; it's on both your order confirmation email and packing slip.

How long does Teddy take?  




If your item is eligible for a refund, please allow up to 3 weeks for your return to be received AND processed. We begin processing once we receive your item.

Where's my Pick of the Litter (POTL) order? 


POTLs are always pre-order so please allow extra time and note the ship date when you place your order. Recent POTL close and ship dates are shown here.

How long do I have to Return Merchandise?


Unwashed Teddy products can be returned or exchanged within 30 days of your order. Pick of the Litter, Custom and Clearance cannot be refunded but they can be exchanged for store credit. 

Are Clearance, Pick of the Litter & Custom items final sale? 




Yes, but you may return them for a store credit.

What if my package cannot be delivered or is refused upon delivery?




You will be charged the return shipping fee as well as a 10% re-stocking fee.

What if Teddy sent me the wrong item or size?


Our bad! Get in touch so we can right our wrong and get you a return shipping label.

I’m not loving the item that I ordered. What are my options?


Doggone-it, we don’t want you to be unhappy! Get in touch with us about returning it (please note our policies with Pick of the Litter, Limited Ed. and Clearance items). We can’t pick up your shipping fees to return the item but we will work with you to make sure things get resolved as quickly and easily as possible.

I received a Teddy item as a gift, how do I return/exchange it?


If you can get to us the email address or name of the person who purchased your gift, we can do some detective work and we’ll work with you on getting things sorted out.

I have concerns about packages being left at my address without requiring that I sign for them.


Request your package to be sent via Certified Mail. (There is a small fee to cover this UPS service.) Contact: shipping@teddythedog.com or cs@teddythedog.com

Who is responsible if I can't locate a delivered package


Every Teddy package has a tracking number—refer to your shipping confirmation email. If the carrier shows your package was delivered to your shipping address but you cannot locate it, contact your local carrier/post office or USPS/UPS. Once we ship and the shipping carrier confirms delivery, Teddy is not responsible for refunds or fulfillment on lost or stolen items. We are happy to provide you with any information you might need to file your claim.

I bought a Teddy product at a retail store. Can I return it here at teddythedog.com?


Sorry, we can only accept items purchased direct from teddythedog.com. The store where you purchased the item handles refunds/exchanges in accordance with their own policies. Teddy doesn’t own any local stores—we just love all the stores that stock Teddy!

How do I set up a return or exchange?

  1. Have your Order ID number handy and connect with Customer Service,
  2. 
Make note of your Return Merchandise Authorization (RMA) number once your return/exchange is approved.
  3. Include you ORDER ID and RMA # in or on your package that includes the items you are mailing back to us. While we do ask you covering shipping back to us, we will take care of shipping fees for anything we're sending back to you.
  4. We highly recommend you ship via a traceable carrier such as USPS, UPS or FedEx. TeddytheDog.com is not responsible for packages not received if sent via a non-traceable carrier. Returns and exchanges must be returned prepaid; we cannot accept C.O.D. deliveries.

Address

Teddy the Dog Returns
50 Brook Road
Needham, MA 02494



Phone

Monday - Fridays between 9 AM - 5 PM EST

(844) 344.3647 x 1