We want to make sure that you are pleased with your shopping experience at High Country Pet Supply which is why we offer a 30-day return/exchange option under the following guidelines:

1. All returns/exchanges require a Return Merchandise Authorization Number (RMA), no exceptions will be made. This RMA can be obtained by emailing us at  This e-mail address is being protected from spambots. You need JavaScript enabled to view it  and explaining the reason for your return. Returns or exchanges received without a Return Authorization will be refused and will not be processed.

2. All returns/exchanges must be in original packaging with tags attached, unused and in sellable condition (remove all fur, no smoke or other smells). Returns or exchanges of items not in unused and sellable condition will be refused and will not be processed. These item(s) will be returned to the customer at the customer's own expense. Credits will be made to the credit card used at the time of checkout for the original purchase.

3. If an item arrives to you damaged or defective you must contact us within 48 hours of receipt.

4. RETURN EXCEPTIONS: All toys, beds, carriers, and mats are FINAL SALE. No exchanges or returns will be accepted. NO EXCEPTIONS! This policy has been implemented due to health reasons and dogs' adversions and tendencies to mark products that have the scent of another animal on them. We want to ensure that all of these products are unused for your pet! Additionally, personalized items are not able to be returned.

5. We offer one FREE exchange per item and a $12 handling fee will be applied for any subsequent exchanges for that item. We will cover the shipping of the first exchange out to you as well! (You are responsible for any shipping costs of returning any items to us.)

6. Please read the item descriptions carefully before ordering. Some of our items are custom ordered or not otherwise eligible for returns/exchanges.

7. Shipping and handling charges are not refundable.

8. Please allow one billing period for any refunds to appear on your credit card statement.

9. For your security, please return your items with an insured courier (e.g., FedEx, UPS, USPS Parcel Post) and retain your receipt. High Country Pet Supply is not responsible for items damaged or lost in transit.

10. Any item returned without a Return Authorization Number will NOT be processed and will be returned to customer at customer's own expense and/or additional restocking fee of 50% will be incurred.

HOLIDAY PRODUCTS RETURN/EXCHANGE POLICY

In addition to the above return/exchange procedures, the following conditions also apply for returns/exchanges of holiday-specific products purchased throughout the year:

Holiday-specific items and products are defined as those that are not only specific to a given holiday (Valentine's Day, Easter, 4th of July, Halloween, Thanksgiving, Hanukkah, Christmas, etc.), but to season-specific items too when they are included in the special holiday sections of our site. This would include items such as (but not limited to) snowflake collars, t-shirts, and hoodies. We reserve the right to define an item as being holiday-specific, should there be an item in question.

Exchanges A holiday-specific item can only be exchanged for a different size of the same product and style. For instance, a Halloween costume may not be exchanged for a different costume design. It may only be exchanged for a different size of the same costume. The same would be true for a Christmas collar. As with other exchanges, a $12 handling fee will be assessed for any exchange past the first one.

Returns While size exchanges are allowed for holiday-specific products, full returns are NOT allowed due to the seasonal nature of the products. ALL HOLIDAY-SPECIFIC PRODUCT SALES ARE FINAL.

We extend our 30-day return/exchange policy during the year-end holidays (Hanukkah, Christmas, etc.) to allow for returns or exchanges of gifts. Orders placed on or between November 14th-December 23rd qualify for an extended return date of January 31st on qualified items. Some exclusions apply:

* Orders placed before November 14th or after December 23rd do not qualify for the extended exchange/return policy.

* Returns are ONLY allowed for non-holiday-specific gifts.

* Our standard return and exchange policy including (but not limited to) our restocking fees, Return Merchandise Authorization requirement, items being returned in unused condition, and items not eligible for returns/exchanges still apply.