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 or we shipped the wrong product.

Items sent back without first requesting a return will not be accepted.

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.

Because of this:

  • Returns are subject to a 15% restocking fee

  • Return shipping is the responsibility of the customer

  • The restocking fee applies to returns related to fitment or sizing issues

If the item is defective or we shipped the wrong product, we will absolutely make it right.

We strongly encourage reviewing all product details, dimensions, FAQs, and fitment videos before ordering to ensure the correct selection.

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.

Photos may be required to verify the problem.

Exchanges

The fastest way to ensure you get the item you want is to return the original item and place a new order once the return is accepted.

For oversized or freight-style items such as Big Ass Steps, customers requesting an exchange due to fitment or sizing are responsible for shipping costs in both directions.

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 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.