Last updated: September 22, 2026
Three plain rules, spelled out in full. No forms to fill in, no restocking fees, no interrogation.
1. 30-day money-back guarantee
If you're not happy with your Sergeant Paws kit for any reason, you have 30 days from the day it is delivered to tell us and get your money back. The 30-day window starts on the delivery date shown in your tracking, not the order date.
2. Free size swap
Wrong size? Tell us the size you need and we'll build a replacement at no charge. Because every kit is made to order, a swap takes the same time as a new order: 2–3 weeks in production plus 7–14 business days in transit. To pick the right size the first time, use the size guide — and if your dog is between sizes, size up.
3. Damaged, defective or wrong item
If your kit arrives damaged, has a defect, or isn't what you ordered, contact us with your order number and a photo. We'll send a replacement or issue a full refund — your choice.
How to start a return, swap or refund
- Go to the contact page and send us your order number, what you'd like (refund, size swap or replacement) and, if relevant, a photo.
- We reply with the next steps. If an item needs to come back to us, we'll include the return address and instructions in that reply.
- Refunds are issued to your original payment method. Depending on your bank or card issuer, it can take 5–10 business days for the money to appear on your statement.
Timing
- Requests must be made within 30 days of delivery.
- Orders can be cancelled for a full refund at any time before your kit ships. After it ships, the 30-day guarantee applies.
Questions
If anything here is unclear, reach us through the contact page. We'd rather answer a question before you order than after.