Return & Exchange Policy
The Planted Pup by Robin®

Returns & Exchanges

We want every pup to feel comfortable, confident, and cared for in their Planted Pup pieces. If something isn’t quite right, we’re here to help—within the guidelines below.

Eligible items may be returned or exchanged if:
- The request is made within 14 days of delivery
- Items are unworn, unused, and in original condition

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@theplantedpupbyrobin.com. Please note that returns will need to be sent to the following address: 609 Piner Road, Ste A#509, Wilmington, NC 28409 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@theplantedpupbyrobin.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@theplantedpupbyrobin.com.

- Original packaging and tags are intact

To start a return or exchange, please contact us at support@theplantedpupbyrobin.com with your order number.

Harness Fit & Try-On Guidelines

Harnesses are structured items designed for safety and comfort and must fit correctly.

- Harnesses may be tried on indoors only
- They must be returned in new, unused condition
- Harnesses that show signs of wear (outdoor use, pet hair, odors, or damage) are not eligible for return

We strongly recommend reviewing our harness sizing chart and measuring your pup carefully before ordering.

Final Sale Items

The following items are final sale and non-returnable:
- Personalized or custom items (including embroidered name patches)
- Gift cards
- Items marked “Final Sale”

Because these items are made especially for your pup, they cannot be returned or exchanged.

Shipping Costs

- Original shipping fees are non-refundable
- Customers are responsible for return shipping costs
- If an exchange is approved, we may offer one complimentary reshipment at our discretion

Processing Time

Once your return is received and inspected, please allow 5–7 business days for processing. Approved refunds will be issued to the original form of payment.

Questions?

We’re always happy to help guide you before or after purchase.

If you’re unsure about sizing or fit, please reach out to support@theplantedpupbyrobin.com—we’d love to help you choose the best option for your pup.

Nurture what loves you back™