Refund policy

We have a 30-day return policy on all items except worn clothing (hats and t-shirts) unless defective, which means you have 30 days after receiving your item to request a return.  While we don't accept returns on worn clothing, we want you to be happy so please contact us at support@kimmijo.com. 

Customized or personalized items are not eligible for return so please verify your customization before submitting your order. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need to provide your Order Number along with the receipt or proof of purchase.

To start a return, you can contact us using the form on our Contact Us page) or at the emaill above.  We will need an emailed picture of the item showing its condition along with the Order Number. 

Once we have accepted your return, we will issue a Return Authorization along with a return shipping label as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.  

You can always contact us for any return question at support@kimmijo.com.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products or bath bombs). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We do not offer returns on custom orders, so please double check your specifications before finalizing your order. We want to make sure you are getting what you envision!

Unfortunately, we cannot accept returns on sale items or gift cards.

For returns of pawTree items (food, supplements, etc), visit the Kimmi Jo Pets pawTree page for specific pawTree return policies.

Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.  See above for the requirements to return an item (Return Authorization). If you return an item without a Return Authorization, your return will not be approved.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Just a note:  For dog toys, a chewed up toy is not defective.  We do our best to describe the "chewability" factor of our dog toys so you can pick the right toys for your pooch, but it is our belief that even "indestructible" toys will bite the dust if your dog is really determined!  LoL