Refund policy

30-night comfort promise

EaseHound is operated by Omniscale LLC. Eligible products may be returned for any reason when the return request is started within 30 days after delivery. Every return must be reviewed and approved before anything is sent back.

Business contact and mailing address

Customer support is available at support@ease-hound.com or +1 737 864 0970. Our public business mailing address is 5830 E 2nd St, Ste 7000 #36102, Casper, WY 82609, United States. EaseHound is an online retailer and does not use U.S. fulfillment warehouses. This business mailing address is not a retail storefront, fulfillment warehouse, or automatic return destination.

EaseHound manages every return request. Customers are not required to contact a supplier, fulfillment facility, or manufacturer. The sender or origin address printed on a package is not automatically an authorized return address.

Return eligibility

Items must include the original product components when possible and must be returned in a clean, safe, sanitary, and reviewable condition. Lightly handled products may be reviewed if they are complete and within the return window. 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 may receive a partial refund where permitted by law.

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. Original packaging is recommended when available. If original packaging is unavailable, use packaging that protects the item during return shipping. We will review the request and send written instructions if the return is eligible.

Damaged, defective, incomplete, or incorrect items

If your order arrives damaged, defective, incomplete, or different from what you ordered, contact support@ease-hound.com within 7 days after delivery. Include your order number, photos of the packaging, photos of the product, and a short explanation. Reporting within 7 days helps us document carrier and fulfillment issues promptly. It does not eliminate any non-waivable legal rights or an otherwise eligible request under the 30-night return policy. After review, EaseHound may offer a refund, replacement, store credit, part replacement, or another reasonable resolution.

Return instructions

Approved returns must be sent only to the return address provided by EaseHound after authorization. Return destinations vary by product, supplier, and fulfillment location and may be located outside the United States. Do not send a return to our Wyoming business mailing address or to an address printed on the original package unless EaseHound’s written instructions identify that location. A return sent elsewhere may be delayed while we attempt to locate it; eligibility will be reviewed under this policy and applicable law rather than denied solely because a partner name appeared on the packaging.

Return shipping

For fit, size, color, preference, pet preference, or change-of-mind returns, return shipping costs are the customer's responsibility, including any international postage or documentation required for the authorized destination. EaseHound provides the destination before the customer ships so the cost can be reviewed. If EaseHound requires a return for a verified damaged, defective, incomplete, or incorrect item, EaseHound will provide the return method and cover the reasonable return shipping cost. Original shipping charges, shipping protection, priority processing, and similar fees are not refundable unless required by law or the return is caused by a verified EaseHound order issue.

Refund timing

After an authorized return is delivered, inspection usually takes 3 to 5 business days. If the return is approved, EaseHound issues the refund to the original payment method within 5 business days after inspection. Banks and payment providers may need an additional 3 to 10 business days to post the refund.

Exchanges

EaseHound does not offer direct size, color, or preference exchanges. If you need a different item, complete an approved return and place a new order. A replacement offered for a verified damaged, defective, incomplete, or incorrect item is an order-issue resolution, not a preference exchange.

Restocking fees

EaseHound does not charge a standard restocking fee. A partial refund may apply if an item is returned incomplete, damaged after delivery, unsafe, unsanitary, or materially different from the condition approved for return, where permitted by law.

Non-returnable items

Gift cards, items marked final sale, items returned in an unsafe or unsanitary condition, and items damaged through misuse, improper setup, pet chewing, scratching, accidents, or ordinary wear and tear are not eligible for return unless required by law.

Changes and cancellations

Cancellation requests should be submitted as soon as possible. Once an order enters processing, fulfillment, or shipment, cancellation may no longer be possible. If we cannot cancel the order, this 30-night return policy remains available after delivery. If EaseHound cancels a paid order because it cannot be fulfilled, we will issue a full refund to the original payment method within 5 business days; the payment provider may require additional posting time.

Payment disputes and duplicate reimbursements

Contacting EaseHound first is usually the fastest way to resolve an order issue, but doing so does not limit your right to ask your payment provider about a transaction. Once a payment dispute is opened, the payment provider controls its review and timing, and EaseHound may supply relevant order, tracking, policy, and communication records. To prevent duplicate reimbursement for the same transaction, a direct refund, replacement, or reshipment may be paused while that dispute is active, except where law requires otherwise.

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.