Refund, Returns and Shipping Policy

Effective Date: September 14, 2026

Last Updated: October 22, 2026

Our Promise

At Desi Dog Designs, every cap, tee, and accessory is made for people who love their pets as much as we do. We want each order to arrive looking and feeling great. If a piece arrives and it is not right for you, tell us and we will look after it.

Some items are made to order, so please read the conditions below before you buy.

1. Return Window

You have 14 days from the date of delivery to tell us you would like to return an eligible item.

To start a return, email [email protected] or call (630) 267-1792 with your order number and the reason for the return. Do not ship anything back before we confirm the return in writing. Returns sent without prior authorization may not be accepted.

Once we authorize the return, you have 14 days to ship the item back to us.

2. Condition of Returned Items

To be accepted, an item must be:

Unused and in the same condition you received it, with all original tags attached

In its original packaging

Free of foreign odors, including tobacco, perfume, and pet smells

Free of pet hair or dander

Apparel folded neatly, not rolled or crumpled, for return shipping

Items that arrive back damaged because they were poorly packed cannot be refunded. Please pack the item as carefully as we packed it for you.

3. What Can and Cannot Be Returned

Eligible for return within 14 days of delivery:

Standard, non-personalized apparel and accessories

Not eligible for return, except where damaged or defective:

Personalized or custom merchandise

Items marked final sale or clearance

Gift cards

Digital downloads (if any)

We only replace items if they are defective or damaged. If you would like a different size or color instead, please place a new order and return the original item under this policy.

4. Return Shipping Costs

Return shipping is the customer's responsibility unless the item arrived damaged, defective, or incorrect. Please ship returns by a trackable method and keep your tracking number — we are not responsible for returns lost or damaged in transit.

5. Restocking

Because some items are produced to order, an authorized return may be subject to a restocking fee of up to 20 percent, or may be issued as store credit, at our discretion. Where a fee is applied, we will tell you the amount before you ship the item back.

Any amount retained can be applied as credit toward a future purchase if you prefer.

6. Refunds

Once your return arrives and passes inspection, we issue your refund within 5 to 10 business days to the original payment method. Your bank or card issuer may take a further few business days to post it.

Original shipping charges, where paid, are not refunded except where the item was damaged, defective, or incorrect. Only regular-priced items are eligible for a refund; sale and clearance items cannot be refunded.

If more than 15 business days have passed since we confirmed your refund and you have not received it, contact your bank first, then email us at [email protected] and we will follow up.

7. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If an item is damaged, defective, or not what you ordered, contact us within 7 days of delivery with:

Your order number

Photographs of the damaged or defective item

Photographs of the outer box and packaging as it arrived

We will replace the item or refund you in full, including shipping, at no cost to you. In most cases we will not ask you to return a damaged or defective item — please do not send it back before we give you instructions.

Keep the packaging until the claim is resolved. Carriers often require it for inspection.

8. Cancellations and Changes

Orders go into processing quickly. If you need to change or cancel an order, including a shipping address, email us as soon as possible after placing it and we will do our best. Once an order has been submitted to our warehouse for processing, it generally cannot be canceled or edited, though the standard return policy still applies once the item is delivered.

Please check your shipping address carefully at checkout. It is the customer's responsibility to make sure the information entered is correct; orders returned to us as undeliverable, or not received, because of an incorrect address entered by the customer will not be eligible for a refund and will be reshipped at the customer's cost.

9. Shipping

9.1 Where We Ship

We ship domestically and to select international destinations. Shipping options and any restrictions for your destination are shown at checkout; contact us before ordering if you have questions about shipping to your location.

9.2 Shipping Cost

Shipping costs are calculated at checkout based on your delivery address and order size. Any promotions or free-shipping thresholds will be noted on the site or at checkout.

9.3 Production Time

Some items are made to order.

Standard apparel and accessories: 2 to 7 business days production, plus transit

Personalized or custom items: 2 to 7 business days production, plus transit

9.4 Transit Time

Domestic orders: approximately 3 to 7 business days after production

International orders: approximately 5 to 20 business days after production

These are estimates, not guaranteed delivery dates. Holidays, weather, customs, and carrier delays can affect them.

9.5 Tracking

You will receive a shipping confirmation with tracking as soon as your order leaves our fulfillment partner. If tracking has not updated for several days, email us and we will follow up on your behalf.

9.6 Title and Risk

Title and risk of loss pass to you when the carrier delivers the item to the address you provided. Damage in transit is covered under Section 7.

9.7 Duties and Taxes

Domestic orders are not subject to additional import duties. For international orders, any customs duties, import taxes, and brokerage fees are the responsibility of the recipient and are not included in the price or shipping charge.

9.8 Undeliverable or Refused Packages

Packages that are refused or returned to sender, including those that could not be delivered because of incorrect address information entered by the customer, are processed as a return rather than reshipped. These are eligible for a refund of the cost of goods only; shipping costs are not refunded.

10. Lost Packages

If tracking shows delivered but the package is not there, check with your household and neighbours and with your local carrier depot first. If it has not turned up after 3 business days, contact us and we will open a trace with the carrier. We will replace or refund confirmed lost shipments.

We cannot take responsibility for packages stolen after confirmed delivery, though we will always help you file a carrier claim.

11. Gifts

If your order is a gift, tell us at checkout and we will leave the invoice out of the box. Gift recipients returning an item receive store credit unless the original purchaser requests otherwise.

12. How to Reach Us

Desi Dog Designs 4 Coolidge Ct Unit A, Streamwood IL 60107 Email: [email protected] Phone: (630) 267-1792 We answer messages Monday to Thursday, 9:00 AM to 5:00 PM CT