Return Policy

 

PROCESS A RETURN

CLICK HERE TO START A RETURN

Returns are accepted within 30 days from the order date.

 

-RETURN POLICY-

A quick try-on at home is cool, a zoomie session and rolling in the grass is less cool. Please be careful when trying on items as we are unable to accept items that have visible signs of wear or use. (And once you decide to keep the item, your dog can go full force with the zoomies!)

Items must be in its original, new condition, meaning the items must be unused, unwashed, unaltered, with their original tags and packaging intact. Please make sure all pet and human hair is removed and the item is clean. 

Items that do not meet our Return Policy will not be accepted as returns and we are not responsible for shipping back these items, without exception. 

Final Sale include:

  • Discounted sale items (may be returned if Kover Return Assurance was purchased with the item. See below)
  • Treats
  • Beds
  • Grooming products
  • Dropship Items that are shipped directly from the designer, including K9 Sport Sack and Velvet Hippo (these items will be noted as such on the product pages)
  • Items purchased offline (i.e. pop-up or other events)

Exception on Charlie's Backyard harnesses - we understand the cardboard tag must be removed in order to try on for size. Please remove the tag carefully as we require you send the tag back along with the harness for returns (the tag being detached is fine). This is the only exception to the our requirement of the tags being intact. 

You can purchase Kover Return Assurance at checkout if you want the option to return and receive a refund. If you choose to not purchase Kover Return Assurance, your purchase is final sale. You can learn more about Kover Return Assurance below.

-ABOUT KOVER RETURN ASSURANCE (FOR SALE ITEMS ONLY)-

Get peace of mind while purchasing final sale items when you add Kover Return Assurance. You’ll have the option to return eligible final sale items for a refund by adding Return Assurance at checkout. We’ll calculate the cost based on all eligible items in your cart. Some exclusions will apply.

All standard return policies apply to eligible item(s). Please ensure there is no pet hair on the returned item(s). The item(s) must be new, unworn, unwashed, in the same condition in which you received them, without any traces of perfumes or other applied scents, and in the original packaging with tags attached. We are unable to accept items that have visible signs of wear or use. Returns must be initiated within 30 days of the order date. 

To initiate a return, please follow the instructions provided in your Kover confirmation email and submit your return at https://kover.ai/return/portal/. 

Kover will provide a prepaid return shipping label. We are unable to offer free return shipping on eligible item(s) returned. We will deduct the standard $7 return shipping fee from your refund when processing the return. 

Return Assurance is currently only offered on orders shipping to addresses in the United States. Please note, the cost of Return Assurance is nonrefundable. For international orders, customers are responsible for shipping the items at the carrier’s rate and any customs fees. Kover will not provide a prepaid return shipping label for international orders.

Questions on Kover? Email return@kover.ai

-DOMESTIC U.S. RETURNS-

Refunds to store credit are free! Your pre-paid return label is on us.

For refunds to the original form of payment, $5 will be deducted from the refund to cover shipping & handling.

Initial shipping fees are nonrefundable. 

Follow the link above to start a return for additional instructions.

 

Exchanges: Exchanges are not automated at this time. Please return the original item(s) for a refund or store credit and place a new order.

Gifts: Items received as gifts may be returned for store credit only. Please email woof@spottedbyhumphrey with your order number to initiate a return for store credit.

 

-INTERNATIONAL RETURNS-

Spotted By Humphrey is currently unable to create return labels for orders outside of the United States. Please ship with your preferred shipping method. We strongly recommend using a trackable shipping service, and insurance is suggested. Initial shipping fees are nonrefundable.

Follow the link above to start a return for additional instructions.

 

If you have any questions, please email woof@spottedbyhumphrey.com - we're here to help!