Our Policies Exist to Ensure You Have an Extraordinary Experience When You Shop with Us

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GUARANTEE · SHIPPING & RETURNS · EXCHANGES

FREE USA shipping on orders $50+

RUNWAY

READY

OUTDOOR

TOUGH

SHARES YOUR

VALUES

GUARANTEE

We Always Strive to Achieve Your Complete Satisfaction

RUNWAY READY

Inspired designs, radiant colors, and all the features your dog needs to blaze their trail

OUTDOOR TOUGH

Expertly hand-built from top-quality, leather-free materials to perform and last

SHARES YOUR VALUES

Artisan-made at fair wages in home workshops with empowered, green footprints.

We guarantee your RUFFLY gear will be runway ready, outdoor tough, and shares your values or send it back for a full refund – and shipping is on us.

If for any reason you don’t feel like the unused item(s) meets your expectations, just complete the Returns & Exchanges Form and we will provide you with a return shipping label. Just return the unused item(s) in secure packaging and please include your original order number somewhere visible on the package.

 

Please note that our guarantee does not cover:

  • Improper use or misuse of the product

  • Damage caused by chewing and scratching

  • Damage caused by cleaning, disassembly, alteration, or modification in any way not specifically recommended by RUFFLY

 

If you have used the item and you do not feel that it performed or held up as expected, we may contact you to request additional information. While we reserve the right not to accept any used item for return or exchange, we will always make our best effort to reach the best outcome we can for you.

 

We may also request a written or voice recorded explanation of how the item did not meet with your expectations so that we can continually improve our products and achieve the best possible customer-pet experience.

 

SHIPPING

We Fetch Your Order to Ship Out as Soon as Possible

As soon as your order ships we will send you an email with the carrier and tracking number (if available) so that you can follow the package’s progress and your dog can be ready to bark at the mailman when it arrives at your doorstep.

 

We apply standard shipping rates at checkout based on the type and weight of the items in your order and how soon you need it. We provide free USPS ground shipping on orders of $50 and above in the United States.

 

If you need to cancel or change an order once it has been placed, you can do so up until it has shipped. In this case we recommend that you call us during business hours Mon-Sat, 8:00am – 6:00pm at 323-454-3127. We prioritize getting orders out the door so sending an email might not get our attention quickly enough to make the change in time. If the item has already shipped, then we’ll process your change or cancelation as a return.

 

RETURNS & EXCHANGES

We Hope You’ll Love Your RUFFLY Gear. But If You Don’t, We Make Returns No Hassle

Fill out the simple form at the bottom of this page

Receive your shipping label and send back the item(s)

Get your refund or exchange item(s) right away

EXCHANGES

To avoid unnecessary returns/exchanges, we recommend that you reach out to us by chat, email, or phone if you have any doubts about selecting the right product, design, color, or size for your dog.

 

If you need an exchange, complete the Returns & Exchanges Form. Be sure to click the Exchange bubble (◉) and identify the item(s) from your order that you want to exchange. Once you submit the form, we will reach out right away to confirm the exchange and we’ll get the process moving.

 

RETURNS

If for any reason you don’t feel like the unused item(s) meets your expectations, just complete the Returns & Exchanges Form and we will provide you with a return shipping label. Just return the unused item(s) in secure packaging and please include your original order number somewhere visible on the package.

 

If you have already used the item and you do not feel that it performed or held up as expected, we may contact you to request additional information about your return/exchange request. While we reserve the right not to accept any used item for return or exchange, we will always make our best effort to reach the best outcome we can for you.

 

PROCESSING

To be refunded the full value of the item it must be clean and free of dog hair. Items requiring cleaning or removal of dog hair may be charged a $5 ‘Messy Shedder’ fee.

 

It usually takes two to three business days to process a refund and/or to ship the replacement in the case of an exchange. It might take several additional days for the refund to post to your account depending on your original payment method. We will notify you as soon as your return/exchange has been processed.

 

Returns & Exchanges Form

Is this a return or exchange?
Reason for return

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RUFFLY builds premier outdoor dog gear to help you get inspired, get outside, and live extraordinary together.

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Los Angeles, CA, USA + Panajachel, Guatemala

323-454-3127

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