Return, Refund, and Exchange Policy

We aim to make your shopping experience smooth and satisfying. Please read our policy carefully to understand your options for cancellations, refunds, and exchanges.

1. Cancellations

• Full Refund: Orders can be canceled within 6 hours of placement. Email us at support@mastiffoutfitters.com to request a cancellation.

• Partial Refund: Orders canceled between 6 to 12 hours after placement are subject to a 20% restocking fee and will be refunded within 5-7 business days.

• Final Sale: Orders canceled after 12 hours are considered final and certain items may fall under our Exchange Only Policy (see below)

2. Refunds

Refunds are only available under the following circumstances:

• Defective Item: If the item you receive is defective, damaged, or incorrect.

• Mistaken Shipment: If you receive the wrong item due to our error.

• Unworn Items: Clean, unused, and unworn items in their original condition (with tags attached, packaging and free of odors or marks) may also qualify for a refund.

To request a refund:

1. Contact us at support@mastiffoutfitters.com within 48 hours of receiving your order.
2. Provide your Order Number, details about the issue, and pictures of the defect or error.

Note: Claims submitted after 72 hours of delivery are not eligible for refunds or replacements.

3. Exchanges

We offer a flexible exchange policy for eligible items:

• Eligibility: Items must be unused, unwashed, and in their original packaging with tags attached. Used, worn, or washed items are not eligible for exchanges.

• Options for Exchange:

• An E-Gift Card equal to the purchase amount.
• A replacement item of equal or lesser value.

• Damaged Items: If you receive a damaged or defective item, we will replace it at no additional cost.

To Request an Exchange:

1. Contact us at support@mastiffoutfitters.com within 14 days of receiving your order.
2. Include your Order Number, item details (name and size), pictures of the item, and the reason for the exchange.
3. Once we receive the returned item, we will process your exchange or issue your E-Gift Card.

4. Damage or Missing Items

• Upon receiving your order, please inspect it thoroughly. If anything is wrong, broken, missing, or defective, contact us immediately at support@mastiffoutfitters.com.

• Claims must be submitted within 48 hours of receipt. Claims made after 72 hours are not eligible for refunds or exchanges.

Important Notes

• We are not obligated to issue refunds if you change your mind about a purchase.

• Returns are subject to a 20% restocking fee unless the item(s) you receive is defective, damaged, or incorrect. Refunds will be returned to the original form of payment within 5-7 business days of receiving the returned item.

• Refunds are also subject to shipping charges for prepaid shipping labels. You may opt out and choose a Postal Service of your choice to return the Item, we recommend choosing one with tracking options. Please relay the tracking information through email. 

• For handcrafted items made on an “as requested” basis, cancellations after 12 hours and all sales are final and fall under our Exchange Only Policy.

Our goal is to ensure your satisfaction. If you have any questions, don’t hesitate to contact us at support@mastiffoutfitters.com. We’re here to help!

HOW TO RETURN

Steps to Return an Item:

• Carefully package each returned item separately in its original packaging. Avoid placing multiple items in a single package, as this may require additional processing time.

• Ensure items are clean, unworn, unwashed, and free of any odors or marks. Items not meeting these conditions will not be eligible for a refund or exchange.

• You are responsible for the return shipping label. You may use any courier to ship your package to us. For your protection, we strongly recommend using a traceable shipping method (i.e., with tracking information). If the shipment does not arrive safely, we cannot complete the return.

• We cannot assist with returned items that are misplaced or improperly routed.

Processing Time:

• Please allow 1-2 weeks from the return shipping date for us to receive and process your return.

• An E-Gift Card in the amount spent will be sent to your email within 1-2 business days after we receive your returned item(s).

• Eligible refunds will be returned to the original payment method within 5-7 business days after we receive your returned item(s).

• Non-eligible items will not receive any credit.

Return Address:

RE: MastiffOutfitter Returns
3280 Cumberland Rd
Fayetteville, NC 28306

We appreciate your understanding and thank you for choosing Mastiff Outfitters. We look forward to serving you and your furry companion.