Refund policy
Last updated: June 12, 2026
At Wag Stone, each personalized item is made specifically for your dog. Because of this, personalized products cannot be returned or exchanged unless they arrive damaged, defective, or with a customization error caused by us.
Returns and Refunds
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at:
Please include:
- Your order number
- Clear photos of the item
- Clear photos of the packaging
- A short description of the issue
Eligible Issues
We may offer a replacement, refund, or store credit for:
- Damaged items upon arrival
- Defective products
- Wrong size, color, or personalization caused by our production error
- Missing items from the order
Personalized Products
Personalized and made-to-order products are final sale.
We do not accept returns or refunds for:
- Incorrect personalization entered by the customer
- Wrong size selected by the customer
- Change of mind
- Normal wear and tear
- Orders marked as delivered by the carrier
Non-Personalized Items
For non-personalized items, we accept returns within 30 days of delivery if the item is unused, in original condition, and in its original packaging.
Customers are responsible for return shipping costs unless the return is due to our error.
How to Start a Request
To start a return or refund request, contact us at:
Please do not send items back without contacting us first. Return instructions will be provided after your request is reviewed.
Refund Processing
Approved refunds are issued to the original payment method. Processing times may vary depending on your bank or payment provider.