Refund policy
Refund & Return Policy
We want you and your dog to love your Hushwag gear. If something isn't right, we'll make it right. In most cases, you won't need to send anything back.
1. Our 30-Day "Calm or It's On Us" Guarantee
You have 30 days from the delivery date to request help under this guarantee. Most dogs need a few short practice sessions before they're comfortable wearing the Calm Hood, so please follow the step-by-step introduction on the product page for at least 7 days. If it still isn't working for your dog, contact us and we'll offer a free exchange for a different size, or a refund. The guarantee is limited to one claim per customer and household.
2. Wrong size
Please measure your dog's head before ordering, using the size chart on the product page. If the size doesn't fit, contact us within 30 days of delivery and we'll send you a different size at no cost (one free size exchange per order). You can keep or donate the original item.
3. Damaged, defective or wrong item
If your order arrives damaged, defective or different from what you ordered, contact us within 7 days of delivery. Please include your order number and clear photos or a short video showing the issue and the package label. Once verified, we'll send a free replacement or issue a full refund, whichever you prefer.
4. Lost or delayed packages
If your package hasn't arrived 30 days after it shipped, or the tracking hasn't updated for 10 days, contact us. We'll investigate with the carrier and send a replacement or issue a full refund. If tracking shows the package as delivered but you can't find it, please check with neighbors and your local post office first, then contact us within 7 days and we'll help you file a claim with the carrier.
5. What is not covered
- Damage caused by misuse, chewing, or normal wear and tear
- Orders sent to an incorrect address provided at checkout
- Requests made after the time limits above
- Change-of-mind requests outside the 30-Day Guarantee
6. Order cancellations
We start preparing orders quickly. You can cancel your order free of charge within 12 hours of placing it by emailing us. After that, your order may have already been processed and shipped.
7. How refunds are issued
Approved refunds are issued to your original payment method within 5 business days. Depending on your bank or PayPal, it may take an additional 5 to 10 business days to appear on your statement.
8. How to request help
Email us at support@hushwag.com or use our Help with my order page, with your order number and a short description of the issue. We reply within 1 business day.
Please contact us before opening a dispute or chargeback with your bank or PayPal. We can almost always resolve the issue faster directly.