Returns, Refunds & Cancellations

Last updated November 6, 2026

How returns, refunds and cancellations work, in plain terms. Unused items in their original condition and packaging can be returned within 30 days of delivery. You can try a harness or a collar on your dog indoors to check the size: if it is clean, undamaged and has never been worn outside, it still counts as unused. Opened rolls of bags cannot be returned. A product that arrives defective, damaged or wrong, or shows a defect within those 30 days, is replaced or refunded, even if it has been used.

At a glance

Changed your mind

You can return an item within 30 days of delivery, for any reason, as long as it meets the condition for its product:

Why the outdoor rule: a harness or a collar that has been worn on a walk has been out on sidewalks and grass, in the weather and against your dog’s coat, so it cannot go to the next dog as unused. A try-on in your living room is different, and that is why it still counts as unused. Opened rolls of bags cannot be passed on either. These rules apply to a change of mind only: a defective, damaged or wrong item is always replaced or refunded, even if it has been used, as explained below.

Trying it on: do it indoors, on a clean floor, with clean paws. Keep any tags and the packaging until you are sure about the size. Put the harness or the collar on, adjust it and check that two fingers slide flat under every strap. Take it off before you head out. Once you decide to keep it, it is yours for every walk.

Please put every returned item in its original packaging, in a sturdy box or mailer. We refund the price you paid for each returned item, together with any sales tax paid on it, as described in Refunds.

Wrong size

If the harness or the collar you chose does not fit, here is what to do:

1. Check the fit once more: loosen or tighten the straps and check that two fingers slide flat under every strap. Compare your dog’s chest and neck measurements with the maker’s size chart on our Size guide: when the chest and the weight point to different sizes, the chest decides.
2. Write to us if you are unsure: e-mail contact@sanpodog.com your dog’s chest and neck measurements, weight and breed, and the size you have. A photo of your dog wearing it, from the side and from above, helps. We reply within 2 business days and tell you which size to take.
3. Return the unused one: keep it clean and indoors, and return it under the rules above, within 30 days of delivery. It counts as unused if it was only tried on indoors and is clean and undamaged.
4. Order the right size: place an order for the size you need. You do not have to wait for the return to arrive, so your dog is not left without a harness or a collar.

A return for a size you chose is a change of mind: Return shipping for a change of mind is paid by the customer; we send the return address by e-mail, and it may be outside the United States. For a defective, damaged or wrong item, we pay it. We refund the item you send back as described in Refunds.

If we sent you a size, a color or a product other than the one you ordered, that is our mistake, not a wrong size: see Defective, damaged or wrong items.

Defective, damaged or wrong items

We prepare every order with care for the trip, but a package can still be knocked about on the way, and a product can have a defect. If an item arrives damaged, defective or not what you ordered (another product, color or size), if something is missing, or if a product shows a defect within 30 days of delivery, for example a buckle that cracks, a strap or a seam that frays, or a snap hook that sticks:

1. Stop using it, and use other gear for your walks in the meantime.
2. Take photos, or a short video, of the item, the packaging and the shipping label.
3. E-mail them to contact@sanpodog.com with your order number, within 30 days of delivery. The sooner we hear from you, the sooner we can open a claim with the carrier.
4. We send you a replacement, subject to availability, or refund the item in full, as you prefer, even if you have used it.

Photos are usually enough, and we often do not need the item back. If we do, we pay the return shipping and send you the instructions. The unused and original packaging conditions do not apply in these cases.

Normal signs of use, such as small scuffs on the webbing or marks on the hardware from walks, are not a defect, and neither is damage that happens after delivery, for example from chewing, from a dog being tied up with the gear, from a door or a car door, or from use against the instructions on the product page.

Problems after the return window

If a product develops a problem more than 30 days after delivery, please write to us anyway, with your order number, a short description and photos. We will look at it with you. We give no separate written warranty for a fixed period, but every product comes with the implied warranties that the law of your state gives you, and nothing in our policies takes them away. See Implied warranties and your rights.

How to start a return

1. E-mail us at contact@sanpodog.com within 30 days of delivery. Include your order number, the items you want to return, their colors and sizes, and the reason.
2. We reply within 2 business days with a return authorization, the return address and instructions for each item.
3. Put the items in their original packaging, in a sturdy box or mailer.
4. Send the package within 30 days of our reply, with a tracked service, and reply to our e-mail with the tracking number. Keep your receipt until your refund arrives.

No return can be accepted without our authorization. Please do not send anything to the mailing address on our Seller Information page: it is for letters and legal notices only, and a package sent there or without our instructions may never reach us.

Return shipping and the return address

• Who pays: Return shipping for a change of mind is paid by the customer; we send the return address by e-mail, and it may be outside the United States. For a defective, damaged or wrong item, we pay it.
• Where returns go: to the address in our return authorization e-mail. You get it before you send anything, so you can check the shipping cost first. Because that address may be outside the United States, a change-of-mind return can cost more than a parcel sent within the country.
• Our mistake, a defect or damage: when we need the item back, we pay for the return shipping and tell you how in our reply. Often we do not need it back at all.

Refunds

• We check every return when it arrives and e-mail you to confirm.
• Refunds go to your original payment method within 5 to 10 business days after we receive and check the return, or after we accept your claim when we do not need the item back. Your bank or card issuer may need a few more days to show it on your statement.
• For each returned item, you get the price you paid for it, together with any sales tax paid on it. Shipping to you is included in that price, so there is no separate shipping charge to refund. Who pays the return shipping is explained in Return shipping and the return address.
• If a return does not meet the conditions on this page, for example a harness that has clearly been worn outside or an opened roll of bags, we e-mail you photos, explain why, and agree with you how it goes back to you.

Cancellations

You can cancel your order at no cost at any time until it ships.

• How to cancel: e-mail us at contact@sanpodog.com with your order number and “Cancel” in the subject line, as soon as possible.
• What counts is when your e-mail reaches us: if it arrives before your order ships, we cancel the order, even if our reply comes later. We check for cancellation e-mails before every order leaves.
• Before it ships: we cancel the order and refund the full amount you paid, sales tax included, to your original payment method within 5 to 10 business days. We confirm the cancellation by e-mail.
• If it left anyway: if your e-mail reached us before your order shipped but the package still went out, your cancellation stands. Keep the package unopened and write to us: we refund the full amount you paid and tell you what to do with the package.
• Part of an order: you can also cancel one item, or one color or size of an item, the same way, until the order ships.
• Chose the wrong size or color: if you notice before your order ships, write to us with “Cancel” in the subject line: we cancel that item at no cost, and you can order the size or color you want.
• If you write after it has shipped: the order can no longer be canceled. It becomes a return: eligible items can come back within 30 days of delivery, as described above. Please accept the delivery rather than refuse it: see Refused packages.
• If we cancel: if we cannot ship your order, cannot deliver to the address given, or cannot ship it on time and you choose not to wait, we cancel it and refund you in full. See Shipping delays and your right to cancel.

Lost packages

If the carrier confirms that your package is lost, or it has still not arrived once the carrier’s search is over, we reship your order or refund it in full, as you prefer, at our cost. See our Shipping & Delivery policy for what to do if a package is late or marked as delivered but not received.

Orders for someone else

If someone else ordered SANPO products for you, the same conditions apply, and you can contact us yourself about a size, a defect or damage. A refund always goes to the original payment method of the person who placed the order.

Your rights

This policy is part of our Terms of Sale. It adds to the rights you have under the law of your state and does not take them away.

Questions

E-mail us at contact@sanpodog.com. We reply within 2 business days.