Returns & Refunds
Thirty days to change your mind, and a real person on the other end of the email.
Last updated: 21 August 2026
- You have 30 days from delivery to request a return.
- Email us first. We'll send a return label and instructions.
- Items need to be unused, in original packaging, with proof of purchase.
- Refunds go back to your original payment method within 10 business days of approval.
- Perishables, custom orders, sale items and gift cards can't be returned — but if something arrives wrong, we'll still make it right.
The 30-day window
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition you received it, unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Starting a return
To start a return, email us at shelley@coltswoof.com with your order number and what's wrong. If your return is accepted, we'll send you a return shipping label along with instructions on how and where to send your package. Returns go to:
2501 Woodview Drive SE
Huntsville, AL 35801
Please email us before sending anything back. Items posted to us without a return being requested first can't be accepted, and we may not be able to get them back to you.
Damages and issues
Please check your order when it arrives and contact us straight away if anything is defective, damaged, or simply not what you ordered, so we can evaluate it and put it right. A photo helps enormously and saves you posting anything back.
For perishable items — pupcakes, cakes, soft-baked treats — tell us the same day. We don't ask you to return food that has travelled badly.
Exceptions & non-returnable items
Some things can't come back to us. Perishable goods with a shelf life of under 30 days, custom and personalised products such as name biscuits and special-order cakes, sale items and gift cards all fall outside the return window. Opened grooming products can't be resold and so can't be returned either, though see the guarantee below if one didn't agree with your dog.
If you're not sure whether your item qualifies, ask us before you send it — we'd far rather answer the question than have a parcel arrive we can't accept.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new one. That way the thing you actually want ships immediately rather than waiting on a parcel travelling in the opposite direction.
Refunds
We'll let you know once we've received and inspected your return, and whether the refund was approved. If it is, you'll be refunded automatically to your original payment method within 10 business days. Bear in mind it can take a further few days for your bank or card issuer to post the refund to your statement.
If more than 15 business days have passed since we approved your return and you still can't see the money, email shelley@coltswoof.com and we'll chase it.
Our guarantee
Every batch is handcrafted in small runs and approved by Colt, our Head of Customer Service and Product Approval. If something arrives damaged or spoiled, or your pet takes one sniff and walks away, tell us within 30 days and we'll replace it or refund it. No return shipping for perishables, and no interrogation about your dog's taste.
Questions?
You can always contact us about a return at shelley@coltswoof.com, or call (+1) 929 219 4293, Monday to Friday, 9am–5pm CT.