Returns and Exchanges
Penny's Choice makes choosing the right item for your pet easy with our “Penny Loves It, So Should You" policy. Please see our full policy below.
Notwhat you were hoping for? We're sorry about that. We want to make it right and continue to have you as our loyal customer. You have 7 days to try out the product!
Item Return Process:
1) Try out the product. If it is a product that goes into a dog's mouth in any way, it is not suitable for a return. However, if you, the dog owner, dislike anything about the product (durability, color, stitching, size, did not match the picture, etc) before it enters the dog's mouth, call us for a return. If the product is edible (treats or chews), we cannot accept returns unless the item is unopened (for safety reasons). Grooming products can be tried once and sent back if the dog reacts poorly to the product in any way (allergy, redness, irritation, etc). Leashes, collars, and beds should be unused with the tags on to qualify for returns. Any item that is marked on sale by 25% or more, or if you used a coupon code for 25% of more, does not qualify for any types of returns, as they are considered clearance items.
2) If your product qualifies for a return under these conditions, please call us at 843-642-8345 and request an RA number. When your return is authorized, you will be given an authorization number. Please write it on your package and on the copy of the purchase receipt being sent. Please indicate whether or not you would like a store credit, exchange, or refund. Feel free to use your preferred shipping method to return the item back to us, or we can provide you a returns call tag for an additional fee.
3) Please use a shipping method that issues a tracking number for the package (DHL, UPS, FedEx, USPS with Delivery Confirmation). Return shipping charges will not be reimbursed and the original shipping charge will not be reimbursed. Orders over $50 will require a 15% restocking fee.
4)Please ship your package to the following address:
Attn: Returns Department
1610 Fleetwood Dr
Charlotte NC 28208
You are fully responsible for shipping the item back to us in acceptable packaging, and we do not accept responsibility for lost or damaged packages.
In line with the high standards that we set for ourselves and our manufacturer, we guarantee our products to be free of defects in materials and workmanship. As a responsible pet owner, care must be taken in selecting the correct size and style product. When ordering our products, please make sure you have the proper sizing of collars, harnesses, and leashes. Please contact us at any time if you have questions. Incorrect or improperly sized items can be returned using our 7 day return policy.
If you receive an item that is defective, you must contact us with the specific issue within 24 Hours of receipt so we may exchange the item for its exact replacement. Please provide a photo of the issue so we can properly determine if it qualifies as a defective item.
Items damaged in transit must be reported with 24 hours of receipt. Your assistance will be required during the claims process.
Items damaged by your pet are non-returnable and will be considered a complete loss. We do not repair or replace items damaged by your pet. The merchandise sold on our online store are not guaranteed to withstand your pets behavior.