Refund policy

Last updated: October 13, 2026

At Rocky & Maggie's, we want you to be happy with your purchase. If something isn't right, we're here to help.

Because we offer products from our own inventory and trusted manufacturers and fulfillment partners, return instructions may vary by product. Please review the policy below before requesting a return.

Returns

We accept returns of eligible merchandise within 30 days of delivery.

To qualify for a return, merchandise must be:

  • Unused, unworn, and unopened, where applicable.

  • In its original condition, with all tags, accessories, and components included.

  • In its original packaging, with packaging in resellable condition.

  • Accompanied by an approved return request.

Returns requested after 30 days generally cannot be accepted unless otherwise required by applicable law.

Submitting a return request does not guarantee approval. All returns are subject to the eligibility requirements below.

Non-Returnable Items

The following products are generally not eligible for return:

  • Gift cards.

  • Pet food, treats, chews, and other consumable products.

  • Opened or used grooming, hygiene, health, or personal-care products.

  • Used, worn, washed, altered, or damaged merchandise.

  • Products with missing, damaged, or otherwise unsellable original packaging.

  • Personalized, customized, or made-to-order products, including engraved pet ID tags.

  • Special-order merchandise identified as non-returnable.

  • Clearance, sale, or final-sale merchandise when identified as non-returnable at purchase.

Additional product-specific return restrictions may be disclosed on the product page or during checkout.

These exclusions do not limit applicable rights concerning defective, damaged, incorrectly supplied, or otherwise nonconforming merchandise.

How to Start a Return

Eligible returns can be requested through your Rocky & Maggie's Customer Account.

  1. Sign in: Select the account icon on our website and enter the email address used for your order. You'll receive a six-digit verification code. No password is required.

  2. Find your order: Open the order containing the item you wish to return.

  3. Request a return: Select Return items or Cancel or return, depending on the options available.

  4. Submit your request: Choose the applicable items, provide the requested details, and submit your request.

You may also contact customersupport@rockyandmaggies.com with your order number, the products involved, and the reason for your request.

We'll review the request and send an approval, denial, or request for additional information.

Please do not ship merchandise until your return has been approved and you've received return instructions.

Some products must be returned directly to the manufacturer, distributor, or designated fulfillment facility. Merchandise sent to the wrong or an unauthorized location may be delayed, lost, or ineligible for a refund.

Return Shipping Costs

For ordinary returns based on a change of mind, incorrect size selection, or similar customer preference, the customer is responsible for return shipping costs unless otherwise stated.

If we provide a prepaid return label, its cost may be deducted from your refund when disclosed in the return instructions.

Return shipping for oversized or heavy merchandise, including certain carriers, crates, beds, and strollers, can be substantially more expensive than standard parcel shipping. Applicable return shipping costs or special handling requirements will be communicated as part of the return authorization process.

We recommend using a trackable shipping service and obtaining shipping insurance for valuable items.

If an item arrives defective, damaged, incorrect, or otherwise requires a seller-paid remedy under applicable law, we will provide appropriate instructions without imposing return shipping costs that the customer is not legally required to bear.

Refunds

Once your authorized return is received and inspected, we will notify you of the refund decision.

Approved refunds will generally be issued to the original payment method. Your bank or payment provider may require additional time to post the credit.

For ordinary discretionary returns:

  • Original shipping charges are generally non-refundable.

  • Customer-responsible return shipping costs may be deducted if we provide a prepaid label and disclose the deduction.

  • Items must satisfy the return eligibility requirements described above.

If a return does not meet the disclosed eligibility requirements, we may decline the refund or contact you regarding available options.

We do not impose a standard restocking fee on otherwise eligible returns under this policy.

Refunds and deductions are always subject to applicable consumer protection laws, including legally required refunds of standard delivery charges.

Damaged, Defective or Incorrect Items

Please inspect your order upon delivery and contact us promptly if an item arrives damaged, defective, or different from what you ordered.

Email customersupport@rockyandmaggies.com with:

  • Your order number.

  • A brief description of the problem.

  • Photographs of the merchandise and packaging, when available.

Please retain the original product, packaging, shipping carton, and labels until we provide instructions.

Depending on the circumstances, we may arrange a replacement, repair, refund, or other appropriate resolution.

Please do not return damaged or defective merchandise without receiving instructions.

Nothing in this policy restricts your rights under applicable consumer protection or product warranty laws.

Exchanges

If you need a different size, color, or style, please contact us before returning the original item.

Exchange availability depends on the product, supplier, inventory, and fulfillment arrangements.

In some cases, the simplest option may be to return the eligible item for a refund and place a new order.

Additional shipping charges may apply to discretionary exchanges.

Order Changes & Cancellations

If you need to change or cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate requests before fulfillment begins. However, because some orders are transmitted automatically to suppliers or fulfillment partners, changes or cancellations may not be possible after processing begins.

Once an order has shipped, applicable return procedures generally apply.

For eligible cancellations, refunds will be issued in accordance with applicable law and the original payment method.

Gifts

If an eligible item was identified as a gift when purchased and shipped directly to the recipient, an approved return may be issued as store credit to the gift recipient.

Otherwise, refunds are generally issued to the original purchaser's payment method.

Any legally required refund rights remain unaffected.

Return Fraud & Product Substitution

All returned merchandise is subject to inspection.

Rocky & Maggie's reserves the right to deny discretionary refunds where merchandise has been materially misrepresented, altered, substituted, counterfeited, or replaced with an item different from the one originally purchased.

Examples include returning previously used merchandise as new, substituting a different product, or intentionally misrepresenting an item's condition.

Where permitted by applicable law, confirmed fraudulent activity may result in denial of the return, account restrictions, recovery of documented losses, or referral to appropriate authorities.

We may request additional information when reasonably necessary to verify a return.

European Union Returns & Cancellations

Consumers in the European Union may have a statutory right to withdraw from an eligible online purchase within 14 days after receiving the merchandise, without providing a reason.

To exercise this right, notify us of your decision to cancel within the applicable period. You must generally return the merchandise within 14 days after notifying us.

For eligible statutory cancellations, we will refund the product price and applicable standard outbound delivery charges, subject to legal requirements. Additional charges for premium or expedited delivery may not be refundable.

Refunds will be processed within the legally required timeframe. We may withhold a refund until the merchandise is received or acceptable evidence of return shipment is provided, where permitted.

Customers are generally responsible for direct return shipping costs where properly disclosed, unless otherwise required by law.

Certain exemptions may apply, including to qualifying personalized goods, certain perishable products, and eligible sealed hygiene products that have been opened.

Consumers may handle products as reasonably necessary to inspect them. Any lawful reduction for diminished value will be assessed according to applicable requirements.

These statutory rights apply independently of our standard 30-day discretionary return policy.

United Kingdom Returns & Cancellations

Consumers in the United Kingdom may have a statutory right to cancel an eligible online purchase within 14 days after receiving the merchandise, without providing a reason.

After notifying us of the cancellation, merchandise must generally be returned within 14 days.

For eligible statutory cancellations, we will refund the product price and applicable standard delivery charges within the legally required timeframe. Premium or expedited delivery surcharges may not be refundable.

We may withhold reimbursement until we receive the returned merchandise or acceptable evidence that it has been sent back, where permitted.

Customers are generally responsible for direct return shipping costs where properly disclosed, unless otherwise required by law.

Certain statutory exemptions apply, including to qualifying customized merchandise and certain sealed products opened after delivery.

Nothing in this policy limits applicable UK consumer rights concerning faulty, misdescribed, or otherwise nonconforming merchandise.

Other Consumer Rights

This policy does not limit any rights provided by applicable federal, state, provincial, or international consumer protection laws.

Where a legally required remedy differs from the discretionary return terms above, the applicable legal requirements will control.

Return Addresses

Do not send merchandise to our corporate mailing address unless our team specifically instructs you to do so.

Approved return instructions will identify the correct return destination for your particular product.

Corporate Mailing Address
Rocky & Maggie's
841 Worcester St, Ste #257
Natick, MA 01760
United States

Questions?

For assistance with a return, exchange, cancellation, damaged item, or refund, contact:

Rocky & Maggie's
Email: customersupport@rockyandmaggies.com
Phone/SMS: (713) 492-0656