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Returns & Exchanges

We want you to be happy with your Mountain Shiba purchase, so that you and your dog can enjoy your next adventure together! 

As a family business we are committed to meet and exceed your shopping experience. We hope you will be 100% satisfied with your purchase. But, we understand that hiccups can occur, so rest assured that we will do everything possible to make it right for you.

You can return your order for a full refund or exchange a product within 30 days of the purchase date. Just follow the instructions below.

 

 

HOW DO I CONTACT YOU ABOUT MY ORDER?

For the fastest response, please email us at customerservice@mountainshiba.com and we will be happy to address any concerns regarding your order.

GUIDELINES TO FOLLOW.

In the event you must Return or Exchange a purchase, we ask that you follow the guidelines below.

Please return your items within 30 days of the purchase date in the same condition in which it was received, keeping all original packaging and tags.  All items must be unused (not damaged in any way), clean and free of dog hair.

If you ordered the wrong size or color, we will be happy to exchange the product for you.  Simply follow the return/exchange directions below.

Due to health regulations and for hygiene reasons, Mountain Shiba is unable to accept beds which have been used, damaged or soiled by your dog after receipt. Dog beds must be returned in their original condition (free of dog hair) and include all original packaging and tags.

HOW DO I RETURN A PRODUCT?

Complete the Returns & Exchanges form. Click here for Returns & Exchange Form or you can contact us at customerservice@mountainshiba.com and we will email a copy to you.

Include the completed Returns & Exchange form in your package, along with the item(s) being returned.

Mail your package to us at the following address: Mountain Shiba - Attention: Exchanges/Returns - 12973 SW 112 Street - Unit 227 - Miami, Florida 33186 which is shown on the Returns & Exchanges Form.

We recommend using a trackable shipping method such as USPS, as we cannot be responsible for lost packages.

All refunds will be issued to the credit card used on the original purchase order or to your PayPal account if using PayPal.

Once we receive your return, we will process your refund (including the original shipping cost) within 3 business days.

I WANT TO MAKE AN EXCHANGE, WHAT DO I DO?

If you need to exchange an item please return the product within 30 days from the date of purchase. Once we receive your return, we will process a new order within 3 business days and provide you with confirmation via email. You will be responsible for the return shipping cost, but Mountain Shiba will pay the shipping cost of the exchanged product(s). Should an exchange item be out of stock, we will notify you immediately via email.

Complete the Returns & Exchanges form. Click here for Returns & Exchange Form or you can contact us at customerservice@mountainshiba.com and we will email a copy to you.

Include the completed Returns & Exchange form in your package, along with the item(s) being exchanged.

Mail your package to us at the following address: Mountain Shiba - Attention: Exchanges/Returns - 12973 SW 112 Street - Unit 227 - Miami, Florida 33186 which is shown on the Returns & Exchanges Form.

We recommend using a trackable shipping method such as USPS, as we cannot be responsible for lost packages.

WHAT ABOUT MY REFUND?

When we receive your return, we will process your refund within 3 business days. You will receive an email notification once the return has been processed.

Please note: Once we process the refund, the final credit to your original payment method will depend on your credit card company's policies.

SOME IMPORTANT STUFF.

If you receive a product that has a manufacturer defect, you may return it within 60 days for a full refund or exchange.  In the event an item was damaged during shipping or an item was sent to you in error, please contact us within 48 hours of receipt at customerservice@mountainshiba.com.  In these cases, Mountain Shiba will pay the return shipping charges.

Returns and Exchanges address:

Mountain Shiba - Attention: Exchanges/Returns - 12973 SW 112 Street, Unit 227 - Miami, Florida 33186

If you have any additional questions regarding our returns and exchange policy, please feel free to call us at 1-855-687-4422 or email customerservice@mountainshiba.com

We take great pride in the products we sell because they have been carefully chosen with your dog's adventures in mind.

Have questions about our products or want to provide feedback about your shopping experience, just drop us a line and we'll get in touch with you as soon as we can.

 

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