30-night comfort promise
EaseHound offers a 30-night comfort promise so you can make sure the product is a good fit for your dog and home. To protect customers, pets, and our brand, every return must be reviewed and approved before anything is sent back.
Return eligibility
Return requests must be started within 30 days of delivery. Items must include the original product components when possible and must be returned in a clean, safe, and reviewable condition. Items that are heavily used, damaged after delivery, missing parts, stained, soiled, unsanitary, altered, washed against care instructions, or returned outside the policy window may be refused or only partially refunded.
How to start a return
Email support@ease-hound.com with your order number, the item you want to return, and the reason for the return. Please include photos if the item arrived damaged, incomplete, or different from what you ordered. We will review the request and send the next step if the return is eligible.
Return authorization is required
Do not send items back without written return instructions from EaseHound. Unauthorized returns may be refused, delayed, lost, or ineligible for a refund. The return address may be different from the address on the original package because orders can be fulfilled by partner facilities.
Return shipping
Unless the return is caused by a fulfillment mistake, wrong item, or verified damaged arrival, return shipping costs are the customer’s responsibility. Original shipping charges, shipping protection, priority processing, and similar fees are not refundable unless required by law.
Refund timing
Approved refunds are processed after the returned item is received and reviewed. If approved, the refund is sent to the original payment method. Your bank or payment provider may need additional time to post the refund.
Damaged, defective, or wrong items
If your order arrives damaged, defective, incomplete, or different from what you ordered, contact us within 7 days of delivery. We may offer a replacement, refund, store credit, or another reasonable solution after reviewing the photos and order details.
Final sale and non-returnable items
Gift cards, items marked final sale, items returned in unsafe or unsanitary condition, and items damaged through misuse, improper setup, pet chewing, accidents, or normal wear and tear are not eligible for return unless required by law.
Chargebacks and duplicate claims
Please contact us first if something is wrong with an order. Filing a chargeback while also requesting a refund, replacement, or reshipment may delay resolution. EaseHound reserves the right to provide order records, tracking, messages, and policy details to payment providers when a chargeback is opened.
Comfort products, not medical products
EaseHound products are comfort and routine products. They are not medical devices, medical treatments, or substitutes for veterinary care. Product satisfaction can vary by dog, home, size, setup, and use.