Refund policy

The Turnaround Trail (Refund & Return Policy)

We know that not every piece of gear is a perfect fit on the first try. If you need to make a U-turn on your order, you have 14 days after your package arrives to request a return.

Keeping the Journey Safe (Eligibility) To be eligible for a return, the gear must be completely unworn, unused, and in the exact condition you received it. For the health and safety of all animals, the item must be absolutely free of pet hair, saliva, or chew/scratch marks, with all tags and original packaging intact. You’ll also need the receipt or proof of purchase.

How to Signal a Return To start a return or ask any related questions, please send a signal to nzalpinepaw@gmail.com. Upon approval, we will provide you with our Auckland basecamp return address and further instructions.

  • Change-of-Mind Returns: For returns where you have simply changed your mind, the customer is responsible for arranging, providing, and paying for the return shipping. Additionally, a 20% restocking fee will be deducted from your refund to cover the costs of inspection, sanitization, and repackaging of the curated set.

  • Unauthorized Returns: Items sent back to our camp without prior authorization will not be accepted.

Rough Landings (Damages and Issues) Please inspect your gear as soon as it lands. Contact us immediately if an item is defective, damaged in transit, or if you received the wrong item, so we can make it right. In these cases, the 20% restocking fee does not apply, and we will cover all related costs to ensure you and your companion are taken care of.

No-Go Zones (Exceptions / Non-Returnable Items) Because our pets explore with their mouths and paws, we maintain strict hygiene standards. We cannot accept returns on items that have been used or show any signs of pet contact. Unfortunately, we also cannot accept returns on sale items or gift cards.

The Refund Trail (Refund Processing) We will notify you once we’ve received and inspected your returned gear at our Auckland studio. If approved, your refund (minus the 20% restocking fee for change-of-mind returns) will be automatically processed to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.