You have 30 days from the date of delivery to return a piece, unless its product page marks it Final sale (see below). Here is how it works, including the part about return shipping, stated plainly so there is no surprise later.
Final-sale pieces
A few of the makers we work with do not accept returns for a change of mind. Their pieces are marked Final sale on the product page, beside the price, so you know before you buy. A final-sale piece cannot be returned because you changed your mind, but everything under "If something arrives damaged or wrong" below still applies in full: a damaged, defective or wrong piece is replaced or refunded at no cost to you. If you are unsure about size or fit for your dog, ask us before you order.
What we need
The piece back unused, in the condition it arrived in, in its original packaging. A bed that has been slept on, a crate that has been assembled and used, or a collar or leash that has been worn cannot be resold as new, so we can only accept it if it is unused and repacked. If you are not sure it qualifies, email us before you send anything.
We cannot take back gift cards, or items damaged after delivery through use rather than in transit.
Return shipping
Because every piece ships directly from its maker's warehouse and goes back there, you pay the actual cost of return shipping, which we deduct from your refund. For a collar, leash or harness that is usually modest. For a larger piece such as a bed or a crate it costs more, depending on its size and where you are. We will tell you the figure before you commit, so you can decide with the number in front of you.
There is no restocking fee. The return shipping deduction is the only cost.
This is also why every listing shows the dimensions, materials and sizing the maker gives us: the best return is the one you never need to make. If you are unsure whether a piece will fit your room, your crate space or your dog, ask us first.
How to start one
Email support@eraandcohome.com with your order number within 30 days of delivery. We reply with the return shipping figure, the return address at the maker's warehouse, and instructions for packing. Please do not send anything back before you have heard from us; a return that arrives without a reference cannot be matched to an order.
Refunds
The maker inspects the piece when it arrives, and we issue the refund, less the return shipping, within five business days of that. It goes back to the card or account you paid with. Your bank may take another five to ten business days to post it; if it has been more than fifteen business days since we confirmed the refund, email us.
If something arrives damaged or wrong
This is a different situation and it costs you nothing. Photograph the damage, ideally as you unpack it, and email us within 48 hours of delivery. We replace the piece or refund you in full, including all shipping, and you are not asked to pay for anything. If the piece needs to go back, we arrange and pay for that. Damage claims are handled between us and the maker; you will not be left to sort it out alone.
If a large box arrives visibly crushed or torn, note it with the carrier and photograph it before you sign or open it. Damage recorded at delivery is straightforward to resolve; damage found a week later is much harder for anyone to prove.
Exchanges
The fastest way is to return what you have and place a new order, so the replacement ships right away rather than waiting on the return to arrive. If you ordered the wrong size of collar, harness or bed, email us and we will tell you the quickest route. Final-sale pieces cannot be exchanged for a change of mind.
Cancelling an order
Email us as soon as you can. If the maker has not shipped it yet, we cancel it and refund you in full. Once it has shipped, it becomes a return under the terms above.
Questions
Email support@eraandcohome.com, Monday through Friday, 9am to 5pm Pacific. If you are unsure whether something qualifies, ask before you order rather than after.