Returns, Exchanges & Refunds

Easy Returns

If in any case you are not satisfied with your online custom purchase, Ruff Stitched will happily exchange your purchase or credit your account within 14 days of receipt provided the merchandise is unused and in it's original packaging. 

***Please note all clearance in stock items are final sale.

Please send us an email at ruffstitched@gmail.com so we can arrange your return or exchange request before you ship anything. Please include your order number. Please let us know of any defects or damage, if applicable.  It is helpful if you include an image of any damaged or defective merchandise.

We request an e-mail first as the item may not be worth shipping back and we may ask you to either dispose of the item or donate it to a nearby shelter.

For an exchange or credit, simply return the original and unused merchandise in it's original packaging with your proof of purchase. Mail all shipments to:

Ruff Stitched
Attn: Returns
373 Strawberry Cres
Waterloo, ON N2K 3J3

Once we receive the returned merchandise and proof of purchase we will inspect the item and if you are approved, your refund with be processed.  A credit will be applied to your credit card or original method of payment, within 7 business days. Charges may take a few more days to show on your statement as they are processed by both our bank and your credit card company.  Please do not place a new order for the returned merchandise you would like to exchange as this will be considered a new order and your credit card will be billed.

Shipping charges for exchanged orders are the responsibility of the customer. Shipping charges are non-refundable.  If additional charges are required (exchange is for a higher value item and applicable shipping charges) we will contact you for your permission prior to charging your card for the additional charges.

Return policy

Unused merchandise can be returned except for:

  1. Doggie damage - we do not issue refunds for returned merchandise and cannot honour exchanges or credit for any merchandise that has been used, or is not in its original condition. We are not responsible for any damage that is caused by your dog to any of the merchandise.
  2. Custom orders - these cannot be exchanged or returned.
  3. Sale Items - all "Sale" items are considered non-refundable and are final sales.
  4. Face Masks - due to health and safety concerns, we cannot accept returns on these items 

Please note: We always recommend you have your package "tracked" when shipping back to us to avoid any disappointments.  Items that are not tracked are not eligible for refunds if not delivered.

US & International Customers

As we are located in Canada, when returning merchandise for an exchange or online store credit, we recommend you also track and mark your package clearly as a PRODUCT RETURN so as not to incur any further customs charges. Please contact us at Returns@RuffStitched.com if you have any questions.

Using your credit

If you have returned merchandise and prefer a store credit we will issue you a "credit promo code". This promo code will be redeemable on your next order once you login to your account. 

Late or missing refunds

If you haven’t received a refund yet, please check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund, please contact us at ruffstitched@gmail.com