Refund policy

Last updated: October 3, 2026

We want you and your dog to love what you ordered. If something isn't right, we'll make it right.

30-day returns

You can request a return within 30 days of delivery. Items must be unused, unwashed, and in their original packaging.

How to start a return

Email hello@elderwag.com with your order number and the reason for your return. We'll reply within 1 business day with instructions and the return address. Please don't send anything back without contacting us first — packages sent to the address on the shipping label may not reach us.

Items we can't take back

  • Diapers, belly bands, and pee pads that have been worn, used, or washed (for hygiene reasons)
  • Items damaged by chewing, misuse, or normal wear after use

Damaged, defective, or wrong items

If your order arrives damaged, defective, or isn't what you ordered, email us within 7 days of delivery with your order number and a photo. We'll send a free replacement or issue a full refund — you won't need to send the item back.

Wrong size

Ordered the wrong size? Contact us within 30 days of delivery and we'll help you exchange it for the right one. You only cover the return shipping.

Return shipping

Return shipping is paid by the customer, unless the item arrived damaged, defective, or wrong. Original shipping fees are non-refundable.

Refunds

Once we receive and check your return, we'll email you to confirm. Approved refunds go back to your original payment method within 5–10 business days. Your bank may take a few extra days to post it.

Cancellations

You can cancel your order for a full refund any time before it ships — just email us as soon as possible. Once an order has shipped, the return process above applies.

Please contact us before filing a dispute

If there's a problem with your order, email hello@elderwag.com first. We answer within 1 business day, and almost every issue can be solved faster than a bank dispute. Opening a chargeback freezes the order and usually delays your refund. See our Terms of Service for how we handle payment disputes.