Refund policy
Thank you for choosing Groomies. We want you and your pup to love your Groomies hammock, and we stand behind the quality of every order. Because of the personal, hygiene-sensitive nature of grooming products, we're unable to accept returns or offer refunds for change-of-mind or preference-based reasons once an order has been placed and processed. We know that's not always the answer people hope for, so we've made sure you're fully protected if anything is actually wrong with your item (see below).
To keep things clear, we're unable to offer refunds or accept returns in situations such as:
-You've changed your mind after ordering
-The product didn't match a personal preference or expectation
-Your dog didn't take to it, or it wasn't the right size for your pet
-The item was assembled or used incorrectly
-The wrong color, variant, or quantity was selected at checkout
-Normal wear from regular use over time
Damaged or Defective Products
In the rare event that your Groomies hammock arrives damaged or defective — for example, a broken or bent frame, torn mesh, or a missing component that makes the product unusable — you must contact our customer support team within 7 days of receiving the product. If the product is confirmed by our team to be genuinely damaged or defective, we will offer a replacement or refund at our discretion.
Please note:
-Only products that arrive damaged or defective qualify for review.
-Any product that is fully assembled and usable is considered operational and is not eligible for return or refund.
-Claims must be submitted with clear photographs and/or video of the damage, along with your order number.
-Claims submitted after 7 days from the date of delivery will not be considered.
30-Day Warranty (Optional Add-On)
Customers who add the optional 30-Day Warranty to their order at checkout receive extended protection. The warranty extends the damage and defect claim window from 7 days to a full 30 days from the date of delivery, and covers manufacturing defects, structural breakage under normal use, and free replacement of any confirmed faulty unit within that period. To make a claim under the 30-Day Warranty, contact us with your order number and photo or video evidence within 30 days of delivery. The warranty is non-transferable and applies only to the original purchaser. It does not cover damage caused by misuse, accidents, improper assembly, or normal wear and tear.
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible after placing it. We process and ship orders quickly, so we can only cancel orders that have not yet entered fulfillment. Once an order has been processed, packed, or shipped, it can no longer be cancelled. Please double-check your product selection, color, quantity, and shipping address before completing your purchase.
Incorrect or Undeliverable Addresses
It is the customer's responsibility to provide a complete and accurate shipping address at checkout. We are not responsible for orders delayed, lost, or returned due to an incorrect or incomplete address. Re-shipment of a returned package may require an additional shipping fee.
Changes to This Policy
We reserve the right to update or modify this Return & Refund Policy at any time and at our sole discretion. Any changes will be posted on this page with an updated effective date. Your continued use of our website and placement of orders constitutes acceptance of any changes.
Contact Us
To submit a claim or ask any questions about this policy, please contact our customer support team at groomiesco@gmail.com. Claims must be submitted within the applicable window (7 days standard, or 30 days with the optional 30-Day Warranty) and include your order number and supporting photos or video.