Refund policy

We want you and your dog to love your GoldenStride gear. If something isn't right, we're here to help.

30-day returns

You can request a return within 30 days of receiving your order. Items must be unused, clean, free of pet hair and odours, and in their original packaging with all tags attached.

How to start a return

Email us with your order number and the item(s) you'd like to return. We'll reply with return instructions and the address to send your items to. Items sent back without first requesting a return can't be accepted.

Return shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective or incorrect. We recommend using a trackable shipping service. Because our products ship from fulfilment partners' warehouses, your return address may differ from where your order shipped from — always use the address we provide. Any duties or brokerage fees on an international return are the customer's responsibility.

Damaged, defective or wrong items

Please inspect your order on arrival and contact us within 7 days if anything is damaged, defective or not what you ordered. Send a photo of the issue and we'll arrange a replacement or full refund, including shipping, at no cost to you.

Items we can't accept

  • Items that have been used, washed or show signs of wear or chewing
  • Items returned more than 30 days after delivery
  • Gift cards and final-sale items

Exchanges

Need a different size? The fastest way is to return the original item for a refund and place a new order for the size you need.

Refunds

Once your return is received and inspected, we'll email you to confirm. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund. Original shipping charges are non-refundable unless the return is due to our error.

Cancellations

Orders can be cancelled within 15 minutes of purchase. After that, the order may already be in fulfilment; please contact us as soon as possible and we'll do our best to help.