Refund, Return & Exchange Policy
Refund, Return & Exchange Policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it—unused, unworn, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
Because we do not resell used items, returns showing signs of use or with damaged or missing packaging may be subject to a restocking fee or may be issued as store credit only.
To start a return, contact us at [email protected]. Returns must be approved before they are sent.
Approved returns should be sent to:
Big Ass Dog Company, LLC
1409 Dividend Loop, Unit A
Myrtle Beach, SC 29577
Please include your order number and purchaser name with the return.
Customers are responsible for all return shipping costs unless the item is defective, we shipped the wrong product, or you are doing a Big Ass Size Swap (see below).
Items sent back without first requesting a return will not be accepted.
Big Ass Size Swaps — Need a Different Size?
We build gear for 80 lb+ beasts, and a few inches at the shoulder changes everything about fit. If the size you ordered isn't the size your dog needs, that's fixable—and here's exactly how it works, no surprises and no runaround.
The Size Swap fee covers your prepaid return label AND shipping the correct size back out to you—one fee, both directions, handled. The fee depends on the gear:
- $20 — Big Ass Steps
- $10 — Harnesses, Collars, Leashes, and Seatbelts
How a Size Swap works:
- Email [email protected] within 30 days of delivery with your order number and the size you need.
- We send you a payment link for the Size Swap fee that applies to your item. Once it's paid, we send your prepaid return label and ship the correct size.
- The item you're swapping must come back unused and resaleable—clean, free of hair, dirt, and odor, with no chew marks or wear, and with all tags and original packaging. A quick test-fit that leaves a little hair is expected and fine; gear that's been worn hard, washed, soiled, or used outdoors isn't swap-eligible (see Worn Gear below).
A few things that keep this fair both ways:
- Free shipping on your original order was a thank-you for that order. It does not carry over to an exchange. The Size Swap fee applies no matter how your first order shipped—including orders that qualified for free shipping.
- The Size Swap fee replaces any restocking fee for sizing—you pay the flat fee for your item, not a percentage.
- AK, HI, and U.S. Territories: a $25 handling charge applies on top of the Size Swap fee, the same as on standard orders to those zones.
- If the gear is defective, damaged, or we sent the wrong item, that's on us—no Size Swap fee. See Damages and Issues.
Measure first and you may never need this. Most size misses come from measuring height wrong. Before you order—or before you swap—point your dog at the chart:
Two minutes there saves you the fee and saves your beast the wait.
Big Ass Beds – Return Policy
Due to health, hygiene, and shipping logistics, Big Ass Beds are not eligible for return once opened.
All beds are shipped vacuum packed for safe transit. Once opened, the foam expands and the product cannot reasonably be repacked or resold.
However, we absolutely stand behind our products.
If your bed arrives with a manufacturing defect, we will replace the affected component.
Examples include:
- Damaged or defective bed covers
- Defective foam inserts
- Shipping damage affecting functionality
To request a replacement component, please email [email protected] and include:
- Your order number
- A brief description of the issue
- Clear photos showing the defect
Once verified, we will send a replacement cover or foam insert as appropriate.
Big Ass Boo Boo Recovery Collar Bundle – Return Policy
Due to health and hygiene reasons, the Big Ass Boo Boo Recovery Collar Bundle is not eligible for return once opened or used.
This product is used during recovery and may come into contact with wounds, stitches, hot spots, saliva, fur, medication, or other post-boo-boo business. Because of that, we cannot reasonably inspect, sanitize, repack, or resell opened or used recovery collars.
However, we absolutely stand behind the product.
If your Big Ass Boo Boo Recovery Collar Bundle arrives damaged, defective, or incorrect, please contact us at [email protected] and include:
- Your order number
- A brief description of the issue
- Clear photos showing the problem
Once verified, we will make it right with a replacement or appropriate resolution.
Big Ass Steps – Special Return Conditions
Big Ass Steps are designed for specific vehicles and dogs and require hands-on inspection, reconditioning, and brand-new packaging to be resold once returned.
Swapping for a different step size? That's a Big Ass Size Swap—a flat $20 Size Swap fee applies and covers both directions. See the Big Ass Size Swaps section above.
Returning your Steps for a refund (rather than swapping sizes)?
- Returns are subject to a 15% restocking fee.
- Return shipping is the responsibility of the customer.
- The restocking fee applies to refund returns related to fitment or sizing.
If the item is defective or we shipped the wrong product, we will absolutely make it right at no cost to you.
We strongly encourage reviewing all product details, dimensions, FAQs, and fitment videos before ordering to ensure the correct selection.
Big Ass Harnesses, Collars & Worn Gear – Condition Required for a Refund
This covers gear worn directly on your dog: harnesses, collars, leashes, and seatbelts.
Need a different size? That's a Big Ass Size Swap—a flat $10 Size Swap fee applies and covers both directions. See the Big Ass Size Swaps section above. The item still needs to come back clean and resaleable to qualify for a swap.
Returning for a refund? To receive a refund to your original payment method, the item must come back in like-new, resellable condition—clean and free of hair, fur, dirt, and odor, with no chew marks or wear, and with all tags and original packaging.
We want you to test the fit on your dog. Fitment is often the reason a return or exchange is needed, and a quick test-fit that leaves a little hair is expected and fine.
We do not resell used gear, though. If a returned item shows signs of real use—heavy hair or fur, dirt, odor, or damage that prevents us from reconditioning and reselling it—it does not qualify for a money-back refund. Once we receive and inspect it, we will issue store credit for the item value instead, so you are not out the gear and we are not stuck with a product we cannot sell.
Customers are responsible for return shipping on refunds. If we provide a prepaid return label to secure a lower rate, the label cost will be deducted from your refund or store credit. (For a Size Swap, the flat Size Swap fee already includes your return label—nothing extra is deducted.)
If your item arrives defective, damaged, or we sent the wrong size or product, that is on us. Email [email protected] and we will make it right with a replacement or full refund.
Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods, including food, treats, poop bags, etc.
- Custom or personalized products
- Pet care items, including shampoo, soap, cleaning products, etc.
- Opened Big Ass Beds
- Opened or used Big Ass Boo Boo Recovery Collar Bundles
- Sale items, clearance items, and promotional purchases
If you have questions about whether your item qualifies for return, please contact us before purchasing.
Damages and Issues
Please inspect your order upon receipt.
If your item is defective, damaged, or incorrect, contact us immediately at [email protected] so we can evaluate the issue and make it right. When it's our error, there is no Size Swap fee and no return shipping cost to you.
Photos may be required to verify the problem.
Exchanges
Swapping sizes? Use a Big Ass Size Swap (above)—$20 for Steps or $10 for harnesses, collars, leashes, and seatbelts, both directions covered.
Want a different product (not just a different size)? The fastest way to get the item you want is to return the original item and place a new order once the return is accepted, following the return conditions for that item.
European Union 14-Day Cooling-Off Period
If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification.
Items must still be:
- Unused
- In original condition
- In original packaging
- Accompanied by proof of purchase
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved, the refund will be issued to your original payment method within ten (10) business days, less any applicable restocking or Size Swap fees.
Please note that banks and credit card companies may take additional time to process and post the refund.
If more than fifteen (15) business days have passed since your refund was approved, please contact [email protected].
Sale Items
Only regular-priced items are eligible for refunds.
Sale items, clearance items, and promotional purchases are final sale and cannot be refunded.