Refund policy

Sale items are final sale
Items bought at a sale price (shown with a crossed-out regular price, including Early Black Friday and weekend sale prices) are final sale and cannot be returned or refunded. This does not affect items that arrive damaged, defective or incorrect (see below). Items bought at full price have a 30-day guarantee: if the harness doesn't fit or the walk doesn't change, contact us within 30 days of delivery and we will refund the price you paid for the harness. Delivery means the date the carrier shows the package as delivered. The guarantee applies once per customer and household, to the original purchase.

How to start a return
1. Email support@truelinepet.com within 30 days of delivery with your order number and the reason.
2. We will reply with instructions. Please do not send anything back before we reply.
3. The harness must be returned to us. Return shipping is paid by you, unless the item arrived damaged, defective or incorrect. We recommend a tracked service, because we cannot refund a return we do not receive.
4. Send the harness back as instructed. Items sent without our instructions, or to any other address, may not be refunded.

Condition
Returned items must be clean and free of chewing, tears, heavy soiling, odor or alteration. We may refuse or reduce a refund for items that are not.

Refunds
Approved refunds go to your original payment method. We start the refund within 10 business days after we receive the returned harness, and your bank may take additional days to show it. Original shipping charges are not refunded unless the item was damaged, defective or incorrect. We may offer store credit or a replacement in place of a refund where you agree.

Exchanges
We will exchange size or color on request, subject to availability. If an exchange item is unavailable, we will refund instead.

Damaged, defective or incorrect items
Contact us within 30 days of delivery with your order number and a photo. We will, at our choice, send a replacement or issue a refund, including original shipping for that order.

Lost packages
See our Shipping Policy.

Not eligible
Items that are chewed, torn, heavily soiled or altered; requests made after the 30-day period; and repeat or abusive use of the guarantee. We may decline requests we reasonably believe are fraudulent or abusive.

Disputes
Please contact us before opening a payment dispute so we can fix the problem quickly.

Changes
We may update this policy. The version in effect when you ordered applies to your order.

Contact Us
Trueline, 8401 Mayland Dr, Henrico, VA 23294
Email: support@truelinepet.com