Return & Refund Policy
1. Overview
Because we’re a small, family-run shop, we aim to make returns as simple as possible. However, due to our setup (we ship from an external warehouse and have limited inventory control), we only issue store credit for returns.
If something arrives damaged or defective, we will replace it or refund the original form of payment—no store credit needed.
Please review sizes, product descriptions, and photos carefully before purchasing.
If you're unsure about sizing or fit, reach out to us before placing your order; we’re happy to help you choose the right item.
2. Eligibility & Timeframe
- Items must be in new, unused condition.
- Returns must be requested within 30 days of the delivery date.
- After approval, you must ship the item(s) back within 7 days.
- Items that show signs of wear may be refused or subject to a restocking fee.
3. How to Initiate a Return
- Log into your account by clicking here
- Go to “Orders” and select the order you want to return.
- Click “Request a Return” and complete the return request form, stating the reason (e.g., “wrong size,” “defective,” “changed my mind,” etc.).
- We’ll review your request and respond (approve or deny) within 2 business days.
- If approved, we’ll send you an email with further instructions.
- Ship the package (see “Packaging & Shipping” section below).
- Once we receive and inspect the item, we’ll issue store credit or replacement per our policy (see Section 5).
4. Return Shipping & Packaging
- Use a trackable shipping method and purchase shipping insurance (we are not responsible for lost or damaged returns during transit).
- Write your name and order number clearly on the outside of the return package.
- Use sufficient padding and original packaging if possible to prevent damage during transit.
- Return Address:
Pacific Hound SD
Attn: Returns (Order# ___)
114 Grand Cypress Ave
Palmdale, CA 93551
5. Store Credit, Replacements & Refunds
- Once your return is received and inspected, we will notify you via email of the store credit amount or replacement status.
- Store credit does not expire.
- If your return is approved for a replacement (in case of damaged/defective items), we’ll ship the replacement at no extra cost.
- In the rare case we allow a refund (e.g. defect), it may take 5-10 business days to process and appear on your statement.
- Original shipping charges (to you) are non-refundable, unless the return is due to our error (e.g. wrong item sent).
6. Lost / Stolen Packages
- We are not responsible for lost or stolen packages unless the customer purchases package protection at checkout.
- If package protection was purchased, we will either reship the order or refund it upon your request.
- If protection was not purchased, you may need to file a claim with the carrier.
7. Exceptions & Non-Returnable Items
Some items are non-returnable. These may include (but are not limited to):
- Final sale or clearance items
- Gift cards
- Items marked “non-returnable” in the product listing
- Items that have been washed, worn, or altered
If an item is non-returnable and you still send it back, we may refuse it or return it to you at your expense.
8. Damaged or Incorrect Items
If your order arrives damaged, defective, or incorrect:
- Contact us within 7 days of delivery with photos showing the issue.
- We’ll ask for documentation (photos, order number) so we can file a carrier claim if needed.
- We will send a replacement or refund (your choice) at no cost to you, depending on stock availability.
9. Cancellations
- Orders can be cancelled within 24 hours of placement (before fulfillment begins).
- After that window, we cannot guarantee cancellation, since many orders are processed immediately.
- If cancellation is feasible, you’ll receive a full refund (excluding any processing fees).
- If the order has already shipped, cancellation is not possible; you must follow the return process after delivery.
10. How Credits / Returns Affect Sales Tax
- If your state or region charges sales tax, any returned or exchanged items will adjust the tax accordingly (i.e., the tax charged will be refunded or credited as part of the return).
11. Policy Changes
We reserve the right to update or modify this policy at any time. Changes will be effective immediately upon posting on this page, and they will apply to all orders placed thereafter.
12. Questions & Contact
If you have any questions about your return or our policy:
- Email: info@pacifichound.com
- Please include your order number, name, and reason for return in your email.