Shipping, Returns & Exchanges

Shipping
Orders placed before 12pm EST are typically processed and shipped the same business day. In some instances, we will require one full business day to process orders. We offer free ground shipping on all U.S. orders, which typically arrive at their destination within 4-6 business days. Expedited shipping options are available and are calculated based on your destination at check out.

Returns
Our return policy lasts 30 days from date of shipment. If 30 days have gone by since your shipment date, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it.

To begin your return and receive your shipping label, please click here.

Exchanges
If you need to exchange your purchase for another size, color or item, please click here.

Instant Exchanges 
Exchanges ship instantly! We ship your exchange as soon as you request it - even before you send back your original item. We find this especially helpful for customers that need a different size pet carrier in time for upcoming travel.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We endeavor to process returns within 4-6 business days.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or Missing Refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at woof@roverlund.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.