Three dogs sit together in tall grass while wearing ethically made outdoor dog collars and overlaid text: “POLICIES”

We Want Your Experience with Us to Be Extraordinary

GUARANTEE · TERMS · SHIPPING · RETURNS & EXCHANGES

GUARANTEE

We Strive to Achieve Your Complete Satisfaction

RUFFLY

builds premier outdoor dog gear that does good, goes everywhere, and looks amazing.

It’s what we mean when we say it’s

Silhouette of posh prancing poodle with delicate hand holding leash

RUNWAY READY

Modern styles, designs, and materials with techniques that are thousands of years old

Silhouette of wolf dog on rocky crag howling at cloudy moon

OUTDOOR TOUGH

Top-quality materials, expert craftsmanship, and extreme attention to detail

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DOES GOOD

Your purchase supports fair wages for women artisans in sustainable home workshops

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OUR GUARANTEE

We guarantee your RUFFLY gear will be runway ready, outdoor tough, and does good 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 by clickling the button below 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.

TERMS & CONDITIONS

We Aim to Deliver an Extraordinary Experience

All prices are listed in United States Dollars and include Sales and Use Tax as required by the City of Los Angeles, California.

Prices are liable to change at any time, but changes will not affect orders that have already been placed. Despite our best efforts, it is possible that some products might be incorrectly priced. In this case, we will always try to honor whichever price is lower; however, we always reserve the right to cancel the order of an incorrectly priced item.

We use third-party payment processors to complete all transactions, including purchases through the checkout page, invoices, and returns. We accept payment by most major credit and debit cards.

Please be aware that online payment transactions are subject to validation checks by your bank or credit card issuer. We are not responsible if your card issuer declines to authorize payment for any reason. Please also be aware that international orders may be subject to an additional charge by your credit card issuer.

If you have any questions about placing an order with us, please reach out to us through the contact us form and we will help you in any way that we can.

SHIPPING

We Fetch Your Order to Ship Out as Quick 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

No hassle Returns for the Just-in-Case

Our returns and exchange policy applies to all non-custom gear. If you have an issue with a custom item, please reach out through the contact page and describe the issue in detail. We will always do our best to ensure that you are completely satisfied.

Icon of a smartphone that says RUFFLY and has a form on it

Fill out the simple form at the bottom of this page

Shipping label goes on box which goes in truck

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

Return symbol and exchange symbol

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 takes two (2) business days to process a refund and/or to ship the replacement in the case of an exchange. Once your return is approved, then your refund will be processed and a credit will automatically be applied to your credit card or original method of payment in 5 business days. We will notify you as soon as your return/exchange has been processed.

RETURNS & EXCHANGES FORM

We’re sorry your order wasn’t perfect. Just complete the form and we will process your return or exchange right away.

Name*
Email*
Is this a return or exchange?*
Refund Reason*