Refund policy
Island Dogs sells wholesale to retailers only. We do not sell directly to consumers, so returns and refunds for individual purchases are handled by the store or website where the product was bought. The wholesale terms below apply to our retail accounts.
For Consumers/Shoppers
Returns and refunds. Please contact the store or website where you bought your Island Dogs product. Each retailer handles returns, exchanges, and refunds under its own policy.
Amazon purchases. Start your return through your Amazon account under Your Orders. Amazon handles returns and refunds for these orders.
Defective products. If a product arrives defective or fails with normal use, you can contact the place of purchase or reach out to us directly. Island Dogs cannot issue refunds to shoppers, but we're happy to help with a replacement part where available, or help you get in touch with the retailer.
Contact: customerservice@islanddogs.com / 443-927-9254
Wholesale Policy
Scope
This policy applies to wholesale orders placed directly with Island Dogs by phone, by email, or at trade shows. It covers both prepaid and Net 30 accounts.
Faire orders follow Faire's return, refund, and damage policies. Please submit any issues with a Faire order through Faire.
All Sales Final
Wholesale sales are final. We do not accept returns of unsold merchandise unless a return was agreed to in writing before the order was placed. Any approved return must follow the terms of that written agreement.
Damaged, Defective, or Short Shipments
Report any damage, defects, shortages, or incorrect items within 5 business days of delivery. Claims received after 5 business days may not be accepted.
Each claim must include:
- Your order or invoice number
- Photos of the damaged or defective items
- Photos of the shipping cartons and packaging
- The number of affected units, by item
Please keep damaged merchandise until your claim is resolved. We will let you know if we need any items returned.
Freight Deliveries
Inspect freight shipments before signing. Note any visible damage or carton count discrepancies on the delivery receipt or bill of lading. Signing for a shipment without noting damage may limit our ability to recover from the carrier.
Resolution
Approved claims are resolved with a credit toward your next order or a refund to your original payment method.
Cancellations
Orders may be canceled at any time before they ship. Once an order has shipped, it cannot be canceled and the All Sales Final terms apply.
Refused or Undeliverable Shipments
If a shipment is refused or returned because of an incorrect address, any refund will be reduced by the original shipping cost and the cost of return shipping.
Contact
Send wholesale claims to customerservice@islanddogs.com or call 443-927-9254. Include your order or invoice number with all requests.