Returns & Refunds

Last updated: June 6, 2026

Overview

Mutts & Mousers takes care in preparing pet gift baskets and related gifts so they arrive in appropriate condition and presentation. This policy explains how damaged, missing, delayed, undeliverable, substituted, or otherwise disputed orders are reviewed, and outlines situations where refunds, replacements, credits, or other resolutions may not be available.

Mutts & Mousers products may include a mix of shelf-stable items, perishable items, bakery-style dog treats, dog chocolate, toys, accessories, owner add-ons, alcohol where permitted by law, seasonal items, specialty goods, or customized gift elements depending on the product selected. Because many orders are prepared for a specific recipient, pet, occasion, and delivery date, eligibility for a refund, replacement, credit, re-delivery, or other resolution depends on the order condition, delivery outcome, product type, customization status, and supporting documentation.

Damaged or Missing Items

If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or recipient within the applicable timeframe:

  • Perishable items: within 24 hours of delivery
  • Non-perishable items: within 5 days of delivery

Clear photos of the damaged item or items, the full gift presentation, and the original packaging are required so customer service can properly assess the issue. Additional information may be requested, including the order number, delivery date, recipient name, and a description of the issue.

Once the required information is received, customer service will review the claim and determine whether a replacement, store credit, refund, partial refund, re-delivery, or other resolution may be appropriate based on the order condition, delivery outcome, product type, and supporting documentation.

Refund, Replacement, or Credit Eligibility

Refunds, replacements, credits, or other resolutions may not be available in the following situations:

  • Perishable items affected by delivery delays caused by incorrect information, recipient unavailability, failed access, weather exposure after delivery, or circumstances outside our control
  • Orders affected by incorrect, incomplete, or outdated delivery information provided by the purchaser
  • Customized or personalized items after preparation, fulfillment, or delivery coordination has begun
  • Gift-message errors, pet-name errors, recipient-name errors, occasion details, or customization details submitted incorrectly by the purchaser
  • Change of mind after an order has been placed
  • Personal taste, pet preference, chewing behavior, treat preference, toy preference, or owner preference
  • Substitutions made in accordance with our substitution standards
  • Undeliverable orders due to recipient unavailability, refused delivery, restricted access, incorrect address information, incomplete suite or unit details, unavailable building staff, failed age verification, or failure to meet delivery requirements
  • Orders marked as delivered where proof of delivery or carrier confirmation has been obtained
  • Delays or delivery issues caused by weather, traffic, courier delays, carrier disruptions, building access limitations, security procedures, public emergencies, force majeure events, or other circumstances beyond our control
  • Products damaged, spoiled, altered, opened, used, partially consumed, or left unattended after successful delivery

Substitutions made in accordance with our substitution standards are not considered defects when the overall intent, value, pet-appropriateness, and presentation of the gift are maintained.

Substitutions

Because items are subject to availability, substitutions may be made when necessary. In all cases, we ensure the overall intent, value, and pet-appropriateness of the gift are maintained, using our judgment to deliver a thoughtful and well-prepared basket.

Substitutions may involve treats, bakery-style items, dog chocolate, toys, accessories, owner add-ons, packaging, presentation items, seasonal goods, branded items, or other product components. Substitutions do not automatically qualify an order for a refund, replacement, or credit.

Returns

Orders are prepared specifically for each customer, recipient, pet, occasion, and delivery date. Many items cannot be reused or resold. As a result:

  • Perishable items cannot be returned
  • Opened, used, damaged, altered, or partially consumed items cannot be returned
  • Customized or personalized items may not be eligible for return
  • Seasonal, specialty, alcoholic, or restricted items may not be eligible for return
  • Refused deliveries are treated as undeliverable orders and may not be eligible for refunds
  • Returns are not accepted without prior approval from customer service

Re-Delivery and Re-Shipping

If an order cannot be delivered due to customer or recipient circumstances, re-delivery or re-shipping may be offered at the purchaser’s expense at the discretion of Mutts & Mousers.

  • Re-delivery or re-shipping fees depend on the product type, destination, delivery method, timing, and availability
  • Perishable items may require remaking or replacement, and customers may be charged for associated costs when items cannot be reused or resold
  • Re-delivery is not guaranteed and depends on product condition, delivery availability, recipient availability, and applicable delivery requirements
  • Orders containing alcohol or restricted items may require additional delivery requirements before any re-delivery attempt can be made

Shipping and Delivery Issues

Mutts & Mousers offers delivery throughout the United States. Same-day delivery may be available for eligible orders in select areas including Los Angeles, New York City, and Northern New Jersey. Same-day availability is confirmed during checkout based on location and product selection.

Delivery dates, delivery windows, shipping times, transit times, and same-day delivery estimates are estimates only and are not guaranteed unless expressly stated otherwise in writing by Mutts & Mousers.

We are not responsible for delays, failed delivery attempts, non-delivery, or delivery interruptions caused by carriers, couriers, fulfillment providers, weather, traffic, incorrect addresses, incomplete delivery information, building access issues, recipient unavailability, security procedures, public emergencies, or other events beyond our reasonable control.

Office, Building, and Managed Property Deliveries

For offices, apartments, hotels, condominiums, gated communities, hospitals, schools, managed properties, and other controlled-access locations, delivery may be completed at a reception desk, mailroom, concierge, security desk, front desk, loading area, package room, or other location accepted by the building, property staff, carrier, or courier.

Once an order has been delivered to a location accepted by the building, property staff, carrier, courier, or delivery recipient, the order may be considered delivered. Mutts & Mousers is not responsible for delays, loss, theft, damage, or mishandling that occurs after delivery to an accepted location.

Recipient Availability and Delivery Information

The purchaser is responsible for providing accurate and complete recipient and delivery information, including recipient name, delivery address, phone number, suite or unit number, company or building name, delivery instructions, and any access details required for delivery.

If an order cannot be delivered because the recipient is unavailable, the address is incorrect or incomplete, access is restricted, delivery instructions are insufficient, or delivery requirements are not met, the order may not be eligible for a refund, replacement, credit, or free re-delivery.

Alcohol and Restricted Items

Some Mutts & Mousers products or add-ons may include alcohol or restricted items where permitted by applicable law. Alcohol is intended for pet owners only and is never intended for pets.

Orders containing alcohol or restricted items may be subject to additional delivery requirements, including adult signature, age verification, identification, recipient availability, and local delivery restrictions.

Refunds, replacements, credits, or re-delivery may not be available where delivery fails because age verification cannot be completed, the recipient is unavailable, identification is not provided, the recipient refuses delivery, or applicable alcohol delivery requirements are not satisfied.

Perishable Items and Product Handling

Some products may include perishable or time-sensitive items, including bakery-style dog treats, dog chocolate, food items, or other specialty products. Perishable items may be affected by temperature, handling, transit time, delivery timing, and recipient availability.

Customers and recipients are responsible for promptly receiving, opening, inspecting, storing, and using products after delivery. Mutts & Mousers is not responsible for issues caused by delayed retrieval, weather exposure after delivery, improper storage, failure to follow product instructions, or pet-specific sensitivities, preferences, allergies, chewing behavior, or reactions.

Pet Suitability and Supervision

Items selected for pets are chosen to be appropriate for dogs or cats as intended. However, individual pets may have different preferences, sensitivities, dietary needs, chewing habits, allergies, or supervision requirements.

Purchasers and recipients are responsible for reviewing products before use and supervising pets where appropriate. Refunds, replacements, or credits may not be available due to individual pet preference, refusal, misuse, unsupervised use, or sensitivities not disclosed before purchase.

Cancellations and Order Changes

Orders begin processing shortly after payment is submitted. Customers should contact customer service promptly after placing an order if an address change, correction, cancellation, gift-message update, customization change, or other update is needed.

  • Changes cannot be guaranteed once preparation, customization, fulfillment, or delivery coordination has begun
  • Once an order has shipped or been dispatched for delivery, address changes or cancellations may no longer be possible
  • Customized, perishable, seasonal, same-day, alcoholic, or restricted-product orders may have limited or no cancellation eligibility once processing has begun
  • During peak periods or holidays, additional notice may be required and changes may not be available

Events Beyond Our Control

Mutts & Mousers is not responsible for refunds, replacements, credits, delays, non-delivery, failed delivery attempts, product condition issues, or service interruptions caused by circumstances beyond our control.

These circumstances may include weather, natural disasters, traffic, courier or carrier disruptions, labor disruptions, supply shortages, public emergencies, government actions, restricted access locations, incorrect or incomplete information, technology outages, payment processing issues, force majeure events, or other circumstances outside our reasonable control.

How to Report an Issue

To request review of a damaged, missing, delayed, undeliverable, substituted, or otherwise disputed order, please contact customer service through the contact methods available on this website or by phone at (888) 969-3680.

Please include the following information when contacting us:

  • Order number
  • Purchaser name and contact information
  • Recipient name and delivery address
  • Delivery date
  • Description of the issue
  • Clear photos of the product, packaging, and issue, if applicable
  • Any relevant delivery, tracking, or support information

Questions or Support

For assistance with an order, delivery issue, product concern, or refund and replacement question, please contact customer service through the contact methods listed on this website or by phone at (888) 969-3680. Additional delivery-related questions may also be answered on our FAQ page, Delivery & Shipping page, or Order Tracking page.