Refund policy

30-day returns

You have 30 days from the delivery date to request a return on anything you buy from us.

To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. Toys a dog has already chewed can't be returned — for hygiene reasons we can't put them back into stock. If a toy failed sooner than it should have, that's a damage claim rather than a return; see “Damaged, defective, or wrong item” below and we'll take care of you.

 

How to start a return

Email derpandfetch@gmail.com with your order number and what you'd like to send back, or call us at (651) 428-0177. We reply within one business day, Monday through Friday.

If your return is approved, we'll email you a prepaid return label along with the return address for your item. Our products ship from several supplier warehouses around the United States, so the correct return address depends on what you ordered — that's why we issue it with your approval instead of listing a single address here. Items sent back without an approved return can't be accepted.

Our business mailing address of record is:

Derp & Fetch (Empty Bar LLC)
1600 Highland Dr
Hastings, MN 55033
United States
Phone: (651) 428-0177

 

Damaged, defective, or wrong item

Please inspect your order when it arrives. If something shows up damaged, defective, or isn't what you ordered, email us within 14 days of delivery with a photo and we'll replace it or refund it. There's no return shipping cost to you in those cases.

 

Non-returnable items

Used or chewed toys, and gift cards.

 

Exchanges

The fastest route is to return the item you have and place a new order once the return is approved.

 

Refunds

We'll email you once your return has arrived and been inspected, and let you know whether the refund was approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few additional days to post it. If more than 15 business days have passed since we approved your refund and you still haven't seen it, email derpandfetch@gmail.com.

 

Cancellations

Email us as soon as you can. We can usually cancel an order before it's released to the warehouse. Once it has shipped, please treat it as a return.

 

Where we ship

We ship within the United States only. See our Shipping Policy for details.