Shop Policies

Ordering + Processing Time

• Products that are in stock generally ship within 1-3 business days.
• Bandanas and leashes that are made to order as indicated in the product description, typically ship in 5 business days or less.
• Made to Order and Custom jackets typically ship in 2-4 weeks.

We appreciate your patience when ordering our made to order products and assure you they are worth the wait!

If you need your order by a certain date, feel free to send us a note using the contact form and we will let you know our exact processing time. 

Shipping

Currently the only option available for shipping is via USPS within the United States. Once your package is on its way, we'll do a little happy dance and send an email notification with tracking information so you can start doing a happy dance too!

If you have an address outside of the United States and would like to place an order, use the contact form to arrange the purchase so we can work out international shipping and customs duties.

We believe that customer satisfaction is all about clear expectations, and we want you to be happy with your ordering experience! So please note that the shipping estimates provided through checkout is once your order is dropped off at the post office, not from when the order is placed. You will receive an email with tracking information once your order ships.

Once your order has been dropped off at the post office, Wag Theory cannot be responsible for any lost or stolen packages.

Exchange/Return Policy

Wag Theory knows measurements can be challenging. If you are not thrilled with your original purchase, we are happy to accommodate an exchange of equal value or store credit within 14 days of receiving your order. 

• Any returned item must be in its original, unused condition. If an item is returned to us in a non-resellable condition, it will be returned to you at your cost.
• You will be responsible for return postage (unless the mistake was on our end!), but we will cover the cost of shipping out an exchange once (US only).
• Holiday Policy - As a courtesy to our amazing customers, we expand our return + exchange policy for the holiday season. Any Wag Theory product ordered between November 1 and December 24 may be exchanged through January 15, 2023 per the guidelines above.

Online Exchange Process

1. Please use the contact form to initiate the exchange, and be sure to include your order number (if you have it) as well as a description of the item. 
2. Please remember, only unworn and unwashed merchandise can be exhanged
3. Once your request is approved, you will get a confirmation email with our information and shipping address. Please make sure your return includes your name when sent back to Wag Theory!
4. You are responsible for paying for your own shipping cost to return your item back to Wag Theory. We strongly recommend that you send your return(s) back with a tracking number and cannot be responsible for any return packages lost in transit.
5. Once we receive your return, it will be processed for store credit or an exchange within 5 business days. Store credit does not have an expiry date.

Local Returns

If you are local to Portland Oregon and would prefer to facilitate the exchange in person, feel free to book a studio appointment.

Refund Policy

As a small business operating at a very small scale, we cannot accept any returns for cash or credit/debit refunds at this time.

We always work hard to provide accurate product descriptions, measurements and photography to best represent size and color. However, given that each item is individually handcrafted with unique materials, please understand that there may be slight variances.

Custom Work + Personalized Products

We love working with customers to meet a unique need, but due to the nature of the work and materials cost for custom or personalized pieces, they are unable to be exchanged or refunded.

Wag Theory also cannot be held liable if inaccurate measurements were provided by the customer for custom work. That said, we want the custom order process to go as smooth as possible, so we promise to be communicative throughout the process and discuss all work before it has begun. 

Puppy Gear Exchange Discount

We know how exciting it is to get a new puppy, and how fast they outgrow their gear! So we are pleased to offer a one time upgrade discount of 25% on a jacket purchased for your pup (valid within 1 year of your original purchase date). We just ask that you send back your outgrown jacket so that it can be donated to a pup in need through our non-profit partner! Win/win, right?!  Please use the contact form to initiate this process.

Supervision Disclaimer

Always supervise your pet while wearing accessories. Never leave pets who are known for chewing or getting caught on things unattended while wearing accessories, especially puppies.

Craftsmanship Warranty

Wag Theory guarantees products against workmanship defects for 1 year from purchase. Please contact us if you believe your product is defective due to an issue with zippers, buckles, rivets, snaps, or faulty workmanship.

We cannot guarantee products against damage caused by use of the product, such as general wear and tear. Please also understand before you place your order that natural materials like leather can have marks and scars on the surface, and this is not considered a flaw.