Refund policy
We want you to be happy with your purchase from Rocky & Maggie’s. If something isn’t right, please review the policy below before requesting a return.
Returns
Returns are accepted within 30 days of purchase. After 30 days, we cannot offer a refund or exchange.
To be eligible for a return, merchandise must be unused, unopened, in its original packaging, and in the same condition in which it was received.
The following items are NOT returnable:
- Gift cards
- Food and treats
- Used, opened, damaged, or otherwise unsellable merchandise or packaging
- Custom or special-order items
- Sale or final-sale merchandise
How to Start a Return
For your convenience, you can now manage your returns directly through our self-serve portal!
- Log in to your Customer Account: Click the account icon on our website and log in using the email address you used to place your order.
- Select your order: Find the order in your purchase history and click "Request Return."
- Choose your items: Select the item(s) you wish to return and provide a reason.
Alternatively, you can email customersupport@rockyandmaggies.com with your order number, the item(s) you want to return, and the reason for the return.
IMPORTANT: Please do not ship a return until your request is approved and you receive instructions from us. Because we work with multiple vendors and fulfillment partners, some products must be returned directly to the manufacturer or another designated facility. Items sent to an unauthorized or incorrect address may be lost and may not qualify for a refund.
Refunds
Once an authorized return is received and inspected, we will notify you whether your refund has been approved.
Approved refunds will be issued to the original payment method. Additional processing time may be required by your bank or credit card provider.
Original shipping charges are non-refundable unless otherwise required by law. If a pre-paid return shipping label is provided to you through our return portal, the cost of the return shipping will be deducted from your final refund.
Sale and final-sale items are not eligible for refunds.
Exchanges & Damaged Items
We replace items only when they arrive defective or damaged. Please contact customersupport@rockyandmaggies.com for instructions and to provide photos of the damage before returning the item.
Return Shipping
Customers are responsible for return shipping costs unless otherwise authorized by Rocky & Maggie’s.
If you are shipping an item yourself, we strongly recommend using a trackable shipping service and purchasing shipping insurance for merchandise valued over $75. Rocky & Maggie’s cannot guarantee receipt of packages shipped without tracking or proof of delivery.
Gifts
If an item was designated as a gift at purchase and shipped directly to the recipient, an approved return will be issued as gift credit.
If the purchase was not designated as a gift, any approved refund will be issued to the original purchaser and payment method.
Return Fraud & Product Substitution
All returned merchandise is subject to inspection. Rocky & Maggie’s reserves the right to deny a refund when an item has been used, altered, substituted, counterfeited, materially misrepresented, or does not match the merchandise originally purchased.
Fraudulent returns, including returning a different, counterfeit, or previously used product in place of the original merchandise, may result in:
- Denial of the refund
- Forfeiture of the fraudulently returned item where permitted by law
- Suspension or permanent restriction of the customer account
- Recovery of losses or damages
- Referral of suspected fraud to payment processors, carriers, manufacturers, or appropriate law-enforcement authorities
Return Addresses
Do not send merchandise to our corporate office unless specifically instructed to do so by our team. Your authorized return instructions will identify the correct destination for your specific item.
Corporate Office
Rocky & Maggie’s
841 Worcester St, Ste #257
Natick, MA 01760
Questions?
Email us at customersupport@rockyandmaggies.com.