Refund policy

Jack & Susy sells pet travel gear that ships within the United States only. If something is not right, this is exactly what happens.

The short version

You have 30 days from the day your order is delivered. The item has to be unused and in its original packaging, with any tags still attached. Write to us first and we will send you a return authorisation and the address of the warehouse the item came from.

How to start a return

Email support@jackandsusy.com with your order number and what you would like to do. We reply within one business day.

Please do not post anything back before you hear from us. Every return needs an authorisation number, and we ship from more than one warehouse, so a parcel sent to the wrong address cannot be credited.

Who pays for the return

If the item arrived damaged or faulty, or is not what you ordered, we pay. We send you a prepaid label and refund you in full.

If you changed your mind or ordered the wrong size, you pay the return postage. The refund covers the price of the item.

Wrong size

This is the most common reason people write to us, and the easiest to solve. Send us your pet's measurements and the airline you are flying with, and we will tell you which size to swap to. An exchange is handled as a return plus a new order; the replacement ships as soon as we have confirmation that the original is on its way back.

Refunds

Once the warehouse has received and checked the item we issue the refund to the original payment method. Banks usually take a further 3 to 10 business days to show it. We will email you when it is sent.

Items we cannot take back

Anything used, washed or damaged after delivery, and anything returned without an authorisation number. This does not affect your statutory rights.

If something is wrong with your order

Tell us within 7 days of delivery and include a photograph. Damaged, faulty or incorrect items are replaced or refunded at no cost to you.

Contact

Jack & Susy
support@jackandsusy.com