How To Make A Return

Returns:

You can return any eligible items sold on Country Brook Petz for any reason within 30 days of receipt of shipment for a full refund.

Items that are not eligible for a return include:

1. Closeout items
2. Grab Bags
3. Personalized Items
4. Custom Sublimation
5. Custom Engraved Buckles

Making a Return Request:

There are two ways you can request a return of your item(s) to Country Brook Petz:

You may call our customer satisfaction team at (855) 272-8686  and press ONE.
You can request a return via email. Send your request to [email protected]

Please be prepared to provide:
   1. Your order number
   2.  A list of which items you are returning
   3. The reason for the return.

We will email you a return label for your return shipment.
Place the item(s) you are returning in a box or envelope and seal it.
Print and tape the return label to the outside of your package.
If USPS, you can simply place the package in your mailbox. If UPS or FedEx, you must take the package to a carrier center or put it in a drop box.

Refunds:

• A refund will be provided after we process your return item(s) at our warehouse facilities. It can take up to 14 business days for us to receive and process your return. Once we issue your refund, please allow for 3-5 business days for your bank to make the funds available.
• We issue your refund to the payment source used to make the initial purchase.
• Once the item(s) are received, the item(s) will be verified and inspected against the expected product(s) and quantity in your return request. If Country Brook Petz does not receive the expected product(s) and quantity as submitted by you in your return request, or if the item(s) are not in original condition or missing parts/accessories/packaging, your refund amount will be adjusted accordingly.

Refund Amount:

• When item(s) are returned due to a defect or Country Brook Petz error, a full refund of the item(s) price and shipping charge both to the customer and back to Country Brook Petz will be issued.
• When item(s) are returned for any other reason, the customer will be responsible for paying the return shipping cost. Country Brook Petz will refund the original item(s) price and the outbound shipping charge to the customer, minus the cost to ship it back to our facility.
• When returning only part of an order, then only a portion of the shipping charge relative to the cost to ship that item(s) will be refunded.