Refund policy

Refund Policy

We want you to be happy with your mat. If you're not, you have 30 days from the delivery date to return it.

Eligibility

To be eligible for a return, your mat must be unused, free of dirt and pet hair, and in the same condition you received it. Mats that have been placed outside or used in an entryway can't be returned, since they pick up wear immediately.

How to start a return

Email us at fetchmat@outlook.com with your order number and a photo of the mat. We'll reply within one business day with return instructions and the address to ship to.

Please don't send anything back before contacting us — returns sent without prior approval can't be processed.

Return shipping

You're responsible for the cost of return shipping. We recommend a trackable service, since we can't issue a refund for a return that doesn't arrive.

If the mat arrived damaged, defective, or we sent you the wrong item, we cover return shipping entirely. Just send us a photo and we'll sort it out.

Refunds

Once your return arrives and we've inspected it, we'll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days, depending on your bank or card issuer.

Original shipping costs are non-refundable.

Damaged or wrong items

Email us within 7 days of delivery with a photo. We'll send a replacement or issue a full refund, whichever you prefer. No need to ship the original back in most cases.

Exchanges

Ordered the wrong size, or want a different breed? Email us, and we'll walk you through it. The fastest route is usually a return plus a new order.

Questions

We're a two-person shop, so your email comes straight to us. fetchmat@outlook.com