Refund policy
Return & Refund Policy
Last updated: June 14, 2026
We want you (and your dog) to love your Packmate gear. If something's not quite right, we'll do our best to make it right.
Returns
We accept returns within 30 days of delivery for most items, as long as:
- The item is unused, in original condition, and in original packaging
- It is free of pet hair, odor, stains, or signs of wear
- You have a valid proof of purchase (order number or receipt)
To start a return, please contact us at mike@packmatecarriers.com with your order number and reason for return. We'll send you return instructions and a shipping address.
Return shipping: Customers are responsible for return shipping costs unless the item is damaged or incorrect. Original shipping charges are non-refundable.
Restocking Fee
Approved returns are subject to a 20% restocking fee, which is deducted from your refund. This fee covers the original outbound shipping and fulfillment costs we incur on every order, which are not recoverable once an item has shipped. The restocking fee does not apply to items that arrive damaged or incorrect.
Exchanges
Need a different size or fit? We're happy to help with an exchange, subject to product availability.
- Exchange requests must be made within 30 days of delivery
- Items must meet all return eligibility requirements
- Customers are responsible for shipping costs associated with exchanges unless the item is damaged or incorrect
Final Sale & Non-Returnable Items
The following items are final sale and not eligible for return, refund, or exchange:
- Used or opened booster blocks
- Gift cards
Refunds
Once your return is received and inspected, we'll issue a refund to your original payment method.
- Refunds are typically processed within 5–7 business days
- The 20% restocking fee and original shipping charges are deducted from your refund
- Payment processing fees are non-refundable
- Items returned in non-sellable condition may receive a partial refund or no refund, at our discretion
Damaged or Incorrect Orders
If you receive the wrong item or your order arrives damaged, please contact us within 7 days of delivery at mike@packmatecarriers.com and include clear photos of the issue, your order number, and a brief description. We'll prioritize a replacement or full refund. No restocking fee or return shipping cost applies to damaged or defective items.
Need Help?
Questions about sizing or return eligibility? Email mike@packmatecarriers.com.