Refund policy

RETURN POLICY

Please take the time to read before you buy. 

We strive to provide high-quality products and exceptional customer service. If you have any questions or concerns about our exchange policy, please don't hesitate to contact our customer service team. We are here to help ensure that you and our furry friend are completely satisfied with your purchase.

Please be advised that we have a strict EXCHANGE ONLY Policy. 

Orders canceled within 12 hours after placement will receive a partial refund that is subject to a 20% restocking fee within 3-5 business days. Contact us to cancel an order. Because some items are hand crafted on an "as requested" basis, Any order canceled after 12+ hours is considered final & our strict EXCHANGE ONLY Policy is in effect. 

Nonetheless, if you aren't satisfied with the custom-crafted item(s) that you receive due to defectiveness, the wrong color, or a fault of ours, you may request either a Return & Refund or exchange for a Replacement/E-Gift card. This also applies to all mistaken shipments that you may receive.  We are under no obligation to issue a refund if you change your mind about a specific purchase for any reason.

  • Exchange only: All items can be exchanged for an E-Gift Card in the amount spent or another item of equal or lesser value. If you receive an item that is damaged or defective, we will be happy to replace it for you at no additional cost.

  • Damage Issues: When you receive your order, please inspect it carefully. If anything is wrong, broken, missing, or defective, please notify us right away.Based on the original shipment tracking, claims for any of the above faults must be submitted within 48 hours of receipt. Any problems that are brought to our attention after 72 hours of delivery are not eligible for replacement or refund.

  • Exchange Eligibility: To be eligible for an exchange, the item must be unused, unwashed, and in its original packaging with tags attached. We cannot accept exchanges for items that have been used, worn, or washed.

  • Exchange request: In the unlikely event that you receive a defective or incorrect item, please get in touch with our customer service team via email at support@mastiffoutfitters.com with Details & Pictures of the product within 14 days of receiving your order.

  • Exchange Shipment: Once your original shipment to be returned is received, the exchange/replacement will be shipped out. After processing, once shipped you will receive tracking information VIA Email.

ALL SALE ITEMS & GIFT CARDS ARE FINAL SALE

HOW TO RETURN?

**Please carefully ensure to package each returned item separately in its original packaging. If multiple items are returned inside a single package, your return will require additional time to process.

You are responsible for the return shipping label. To ship your package to us, you may use any courier. We advise sending via a traceable way (i.e. with tracking information) because if the shipment does not arrive to us safely, we will not be able to complete the return. Any returned items that are misplaced or improperly routed are not our responsibility.

Please allow 2-3 weeks from the return shipped date for us to receive and process. An E-Gift Card in the amount spent will be processed & sent to your Email within 1-2 business days after your item(s) are delivered to us. Eligible refunds will be returned to the original method of payment within 5-7 business days after your item(s) are delivered to us. You will not receive credit for any non-eligible items returned.**

Mail your return to the following address:

RE: MastiffOutfitter Returns

3280 Cumberland Rd  

Fayetteville NC, 28306

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