our gear guarantee
alcott guarantees all of our adventure gear against defects in both construction + material. if your alcott gear is defective, click here to complete an online warranty claim. in most cases, we do not need you to ship us the item back and if so, we will mail you a pre-paid envelope. most likely, we will simply mail you some new gear or offer you credit towards the purchase of something else.
Please note that this warranty does not cover the wear + tear caused by your adventures over time, damage caused by your dog or another dog (like chewing), cuts or tears, or issues caused by improper use/sizing. If you have modified or altered the product in any way from its original design, that is also not covered by our gear guarantee. however, if you loved your gear to the point of no return or it suffered from chewing or other incidents that aren't normally covered, let us know about it. we may be able to offer a solution or offer a discount on some new gear.
shipping fee reimbursement
we know that returning/exchanging your online purchases isn't always easy. you have to find a good box, dig out some tape from your junk drawer, get to the post office or schedule a delivery, pay for the shipping, etc. and we know you would much rather be spending time with your dog. because we appreciate your business and hate to inconvenience you, we'll offer you an e-gift card to spend on our site for the exact amount you had to pay to ship us your gear. it never expires and you can treat your dog to some new gear.
returning your gear
- If you purchased directly from AlcottAdventures.com, we will refund the credit card (used to pay for the order) up to 30 days after the original purchase date. you will have to pay for the cost of shipping the item(s) back to us, but we will give you an e-gift card to our website for the exact amount of the shipping fee.
- For gear returned after 30 days or anything not purchased directly from AlcottAdventures.com, an e-gift card will be issued for the current retail price of the item(s). you will have to pay for the cost of shipping the item(s) back to us, but we will add the exact amount of the shipping fee to your e-gift card.
- If you would simply like to exchange your gear for a different color or size, please refer to the info + instructions further down this page.
how to send us your return
to qualify for a return, make sure your gear:
- is in new/salable condition
- has the original packaging
- is not chewed or damaged
- is not covered it dog hair or drool :)
then:
- download, print + complete a copy of this form.
- pack the form along with the gear you need to return for shipping.
- ship the package via USPS* (with tracking) to us at:
alcott products attn: customer service 8494 firebird drive west chester, oh 45014
- once we receive your return it will be processed within 2 business days. you will receive a confirmation of your refund or an e-gift card code via email.
*We suggest USPS because the cost of shipping is printed directly on the package, so that we can apply the amount to an e-gift card for you + your dog. If you decide to use UPS or FedEx, etc., be sure to include a copy of your receipt so that we can verify the total for your e-gift card reimbursement. Without the receipt or a copy of the receipt, we will not be able to offer the reimbursement.
alcott cannot be held responsible for packages that are lost without tracking.
exchange your gear
if you have recently purchased your gear from our website, but would like a different size or color, complete the steps below to exchange your gear. to qualify for an exchange, make sure the product:
- is in new/salable condition
- has the original packaging
- is not chewed or damaged
- is not covered it dog hair or drool :)
then:
- download, print + complete a copy of this form.
- pack the form along with the gear you need to exchange for shipping.
- ship the package via USPS* (with tracking) to us at:
alcott products attn: customer service 8494 firebird drive west chester, oh 45014
- once we receive your exchange it will be processed within 2 business days. you will receive a tracking number via email once the item has been shipped out. if there is a cost difference between sizes/colors, we will contact you for payment information or apply a refund to the card it was originally purchased from (alcottadventures.com orders only!).
*We suggest USPS because the cost of shipping is printed directly on the package, so that we can apply the amount to an e-gift card for you + your dog. If you decide to use UPS or FedEx, etc., be sure to include a copy of your receipt so that we can verify the total for your e-gift card reimbursement. Without the receipt or a copy of the receipt, we will not be able to offer the reimbursement.
alcott cannot be held responsible for packages that are lost without tracking.
need help? have questions?
If you're unsure whether or not your gear is covered by our warranty or if your product qualifies for a return/exchange, please contact our customer service team.
Our office hours are 8 to 5 Monday through Thursday and 8 to 2 on Friday (EST time). We are closed on weekends and holidays. We do our best to reply to you and your dog as soon as we can and always within 2 business days.
