Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to contact us regarding a return.

To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, contact us at support@bigdogroadtrip.com. Because our products may ship from different fulfillment locations, please do not send your item to the address shown on the original shipping package or return an item without contacting us first. If your return is accepted, we’ll provide instructions on how and where to send your package, if a physical return is required. Items sent back without first requesting a return may not be accepted.

You can always contact us with return questions at support@bigdogroadtrip.com.

Damages and issues

Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged, incomplete, or if you receive the wrong item so that we can evaluate the issue and make it right. Please include your order number and photos or video clearly showing the problem when applicable.

Exceptions / non-returnable items

Certain types of items may not be eligible for return, including custom or personalized products and items that have been used or damaged after delivery. Please contact us if you have questions or concerns about your specific item.

Gift cards are non-refundable.

Exchanges

If you would like an exchange, please contact us first. Once your return or replacement request is reviewed, we'll provide the appropriate next steps.

European Union 14-day cooling-off period

Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification, subject to applicable law. Your item must be in the same condition that you received it, unused, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds

We will notify you when your refund request has been reviewed and let you know whether the refund has been approved. Depending on the circumstances, some damaged, defective, incorrect, or missing-item claims may be resolved without requiring a physical return.

If approved, you’ll be automatically refunded to your original payment method. Please remember that it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your refund, please contact us at support@bigdogroadtrip.com.