Return and Refund Policy

At Muttrek, we want you to feel confident shopping with us. Eligible items may be returned within 14 days of delivery under the terms below.

14-Day Return Window

You may request a return within 14 calendar days of the date your order is marked as delivered.

To qualify for a return, the item must be:

• In its original condition
• Unused or only lightly inspected
• Clean and free from excessive pet hair, dirt, odors, stains, scratches, bite marks, or other signs of use
• Returned with all original parts, accessories, packaging, and instructions
• Packaged securely for return shipping

You may open the package and carefully inspect the product. Products that have been used by a pet beyond a brief fit inspection, heavily used, damaged after delivery, or improperly cleaned may not qualify for a refund.

How to Start a Return

To request a return, email support@muttrek.com within 14 days of delivery.

Please include:

• Your full name
• Your order number
• The item you would like to return
• The reason for the return
• Photos of the item, if requested

Do not return your order before receiving approval and return instructions from Muttrek.

Returns sent without prior approval may not be accepted or processed.

Damaged, Defective, Incorrect, or Incomplete Items

If your order arrives damaged, defective, incorrect, or missing essential parts, contact us within 14 days of delivery.

Please include clear photos or video showing:

• The product
• The issue
• The packaging
• The shipping label

Once the issue has been reviewed and confirmed, we may provide an appropriate resolution, including:

• A free replacement
• Replacement parts
• Store credit
• A refund to the original payment method

Muttrek will cover any required return shipping when the product arrived damaged, defective, or incorrect.

Please keep the product, packaging, accessories, and shipping label until your claim has been reviewed.

Change-of-Mind and Fit Returns

Returns for personal preference, vehicle fit, ordering the wrong color, or no longer needing the product may be accepted within the 14-day return window.

Customers are responsible for return shipping costs for these returns.

Original shipping charges are not refundable. Muttrek currently offers free standard shipping, so no original shipping fee will be deducted unless an upgraded shipping option was purchased.

Return Shipping

Once your return is approved, we will provide return instructions and the applicable return address.

Customers are responsible for:

• Packaging the item securely
• Returning all original parts and accessories
• Paying return shipping for fit, preference, and change-of-mind returns
• Ensuring the return reaches the provided return location

We recommend using a trackable shipping service and keeping your shipping receipt.

Muttrek is not responsible for return packages that are lost, delayed, misdirected, or damaged during return transit.

Refunds

Once your approved return is received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method.

Please allow several business days for your bank, credit card company, or payment provider to process and display the refund after it has been issued.

Items returned with excessive pet hair, odors, stains, scratches, bite marks, missing parts, damage, or other signs of use may:

• Receive a reduced refund
• Be returned to the customer
• Be denied a refund

Any refund reduction will be based on the condition of the returned product and communicated after inspection.

Exchanges

We do not currently offer direct exchanges.

To receive a different product, color, or variation, return the original eligible item and place a new order.

Nonreturnable Items

The following items may not be eligible for return:

• Products returned more than 14 days after delivery
• Products showing heavy or prolonged use
• Products damaged after delivery
• Products with bite marks, chewing damage, heavy scratches, stains, excessive pet hair, or strong odors
• Products missing essential parts, accessories, packaging, or instructions
• Products damaged through improper use, accidents, improper cleaning, or failure to follow care instructions
• Gift cards
• Items clearly marked as final sale

Opening the package and carefully inspecting the product does not automatically make it nonreturnable.

Order Cancellations

Orders may begin processing shortly after they are placed.

Contact us immediately at support@muttrek.com if you need to cancel your order.

We will make a reasonable effort to cancel it, but cancellation cannot be guaranteed once an order has entered processing or shipped.

If the order has already shipped, you may request a return after delivery in accordance with this policy.

Missing Items or Separate Shipments

Some orders may arrive in separate packages.

Before contacting us, review all tracking numbers associated with your order.

If all packages show as delivered and an item is still missing, email us within 14 days of the final delivery date.

Packages Marked as Delivered

If tracking shows your package as delivered but you cannot locate it, please:

• Check your mailbox, porch, front desk, mailroom, side entrance, and other delivery areas
• Ask household members, neighbors, building staff, or reception personnel
• Wait up to 48 hours, as carriers may occasionally mark packages as delivered before final delivery
• Contact the shipping carrier for additional delivery details

Muttrek is not responsible for packages lost or stolen after confirmed delivery to the shipping address entered at checkout. However, we will assist by providing available tracking information and documentation.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for entering a complete and accurate shipping address during checkout.

Contact us immediately if you notice an address error.

We will attempt to update the address, but changes cannot be guaranteed after an order has entered processing or shipped.

Additional shipping charges may apply if an order must be shipped again because of:

• An incorrect or incomplete address
• Refused delivery
• Failure to collect the package
• An address change requested after shipment

Refused or Unclaimed Deliveries

Orders that are refused, unclaimed, or returned to the sender may be treated as change-of-mind returns.

Any return-to-sender fees, redelivery costs, or other carrier charges may be deducted from the refund where permitted.

Policy Abuse

Muttrek reserves the right to deny or limit return and refund requests that appear fraudulent, misleading, altered, duplicated, abusive, or inconsistent with the evidence provided.

Repeated or excessive return activity may require additional review.

Consumer Rights

Nothing in this policy limits any rights or remedies available under applicable consumer-protection laws.

Contact Us

For return requests or questions, contact:

Muttrek
Email: support@muttrek.com

Please include your order number in all order-related messages.

Last updated: July 28, 2026