Returns and Exchanges
Web Returns and Exchanges
Your order may arrive in multiple packages as we ship directly from our stores and some items ship directly from the designer. You can track your order anytime by visiting Muttropolis.com and entering your order number and email address on the Order Status page. If you have any additional questions please email us at firstname.lastname@example.org or call our Customer Support line at 1-888-688-8799.
If an item isn't working out for your dog or cat, or you think that you've received a defective item, or you've received an item in error, please email us at email@example.com or call us at 1-888-688-8799 and we'll do our best to help! Remember that pets should be supervised when playing with toys, as no toy is completely indestructible. All returns, including toys, must be in new condition to receive full credit.
Orders placed online can be returned to any of our stores or to our Returns Department at the address below. We will gladly accept returns for a full refund with receipt and in new condition within 30 days of purchase. Between 30 and 60 days, refunds will be issued as store credit.
When shipping your return be sure to include a copy of the packing slip and to use a reputable shipper that provides tracking as we are not responsible for lost or damaged return shipments. Please allow 2 weeks for processing and the credit for your items to be applied to your account. Original shipping and processing fees are nonrefundable. Return shipping expenses are to be paid by the customer.
Due to our rapidly changing inventory, Muttropolis.com does not recommend exchanges for online purchases. To guarantee that the items you like are in stock, we recommend placing a new order online and sending the returned items back to us for a refund. If you would prefer to send an item back as an exchange, you will be notified of additional charges and shipping fees.
Orders that are refused at the time of delivery will not have the original shipping charges refunded and may be subject to additional shipping or restocking fees. To be eligible for credit all returns must be delivered to the address above or a Muttropolis Retail Store.