Refund policy

We want you and your dog to love what you bring home. If something isn't working out, here's how returns, exchanges, and cancellations work at NEO Pet & Working Dog — whether you bought it in the store or online. No return authorization numbers, no phone tag required — just reach out and we'll take care of it.

General Returns & Exchanges

  • Returns are accepted within 30 days of purchase (in-store) or delivery (online orders).
  • A receipt or proof of purchase (order confirmation, packing slip, or Shopify order number) is required for all returns.
  • Items must be unused, in new/sellable condition, with original tags and manufacturer packaging intact.
  • Approved refunds are issued to the original payment method.
  • We reserve the right to refuse any return that shows signs of use — including but not limited to bite marks, slobber, fur, odor, or wear. This isn't personal — it's how we keep quality high for the next dog and owner.
  • Want a different size or color instead of a refund? Let us know — we're always happy to work out an exchange.

Non-Returnable Items

The following are final sale and cannot be returned or exchanged, regardless of condition:

  • Grooming supplies
  • Gift cards
  • Sale or clearance items
  • Custom orders (see Custom & Special-Order Items below for cancellation terms before an order is complete)
  • Kennels (see Crates & Kennels below for cancellation terms on orders not yet picked up or delivered)

Shipped / Online Orders

  • Return shipping costs are the customer's responsibility, except in cases of a NEO Pet error or a defective item — in those cases, we cover return shipping and no restocking fee applies.
  • Please use a trackable shipping method. We are not responsible for return packages lost or damaged in transit.
  • Original outbound shipping charges are non-refundable.

Working Dog Gear (Tugs, Sleeves, Harnesses, Biothane Gear, Bite Equipment & Similar Items)

Because of the nature of these products, a 20% restocking fee applies to all eligible returns in this category — even when the item is returned in new, unused condition with tags and packaging intact.

As with all returns, any item showing signs of use will not be accepted.

Brand-Specific Return Terms

Due to the specialized, made-to-work nature of the following brands, all eligible returns are subject to a 20% restocking fee, in addition to our standard signs-of-use policy:

  • Redline K9
  • ALM
  • Ruff Swag
  • JAFCO
  • Viper
  • Hero Disc USA

Items from these brands cannot be returned or refunded, under any circumstances, if they show bite marks or dried saliva — this applies even within the 30-day window and even if the item is otherwise unused.

Food, Treats, Chews & Supplements

For everyone's safety (and because we can't resell what's been opened), food, treats, chews, and supplements follow their own rules:

  • Unopened, unexpired, in original manufacturer packaging: eligible for return or exchange within 14 days of purchase or delivery, with receipt or proof of purchase.
  • Opened, partially consumed, or expired items: final sale — no returns or refunds, regardless of reason.
  • Perishable or refrigerated/frozen items (e.g., raw diets, fresh-frozen treats): final sale once purchased — no returns, opened or unopened. These items can't be guaranteed safe for resale once they've left our care.
  • Damaged or defective packaging on arrival (online orders) is handled as a NEO Pet error — no restocking fee, and we'll replace or refund it.

Crates & Kennels

Kennels are final sale once purchased and cannot be returned (see Non-Returnable Items above). The terms below apply only to orders canceled before pickup or delivery:

  • Full payment is required at the time of order for all crates and kennels (including Dakota Kennels and Ruffland), whether the item is in stock or specially ordered — these orders require us to commit payment to our manufacturers immediately, including custom kennel orders paid up front.
  • A 10% cancellation fee applies to any crate or kennel order that is canceled after purchase but before pickup or delivery, in-stock or special order.
  • Once a kennel has been picked up or delivered, it is final sale — no returns, per our Non-Returnable Items policy.

Custom & Special-Order Items

Custom orders are final sale once complete and cannot be returned (see Non-Returnable Items above). The cancellation terms below apply only to orders canceled before completion:

  • Custom Biothane products (leashes, collars, and other made-to-order Biothane gear): full payment is required at the time of order. Orders canceled once production has begun are subject to a 10% cancellation fee to cover materials and labor.
  • Bite suits and other items special-ordered through a third-party supplier: full payment is required at the time of order. These orders cannot be canceled or refunded once placed.

How to Return an Item

  • In-store: bring the item and your receipt during business hours (Tues–Fri 11am–7pm, Sat 11am–4pm).
  • Online: email us at neopetandworkingdog@gmail.com before sending anything back, and we'll walk you through it — no authorization number needed.

Once we receive and inspect your return, refunds are typically processed within 3–5 business days. Depending on your bank, it may take a few extra days to appear on your statement.