Refund policy

Our 30-day fit guarantee

We want your dog to love their Otterly gear as much as you do. If something isn't right, you have 30 days from delivery to request an exchange or a return.

Free size exchanges

Ordered the wrong size? We'll swap it for a different size free of charge. Just reply to your order confirmation email or write to us at seller.vellura@gmail.com with your order number and the size you need, and we'll send you instructions.

Returns

To be eligible for a return, items must be unused, unwashed and in their original condition and packaging, with tags attached. To start a return, contact us at seller.vellura@gmail.com. Items sent back without first requesting a return will not be accepted.

For returns that are not size exchanges or defects, return shipping costs are the customer's responsibility.

Damaged, defective or wrong items

Please inspect your order when it arrives. If an item is damaged, defective or not what you ordered, email us within 7 days of delivery with your order number and a photo, and we'll send a replacement or issue a full refund at no cost to you.

Refunds

Once we receive and inspect your return, we'll notify you and, if approved, refund your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the refund.

Exceptions

Items that show signs of use, washing, chewing or damage caused after delivery cannot be returned. Sale items can be exchanged for a different size but cannot be refunded unless defective.

Questions

We're real people and we're happy to help. Reach us anytime at seller.vellura@gmail.com or through our contact page.