Return Policy

Return Policy - US Domestic

At Rubyloo, we appreciate every customer and their dogs, and we want you to love your purchase. We mean really, really love it!

Standard Returns & Exchanges

We gladly accept returns or exchanges of eligible, non-personalized items within 30 days of delivery.

To be eligible for a return or exchange:

  • Merchandise must be unworn, unwashed, unaltered, and undamaged.
  • Items must be in the same condition as when received and in saleable condition.
  • Original tags and packaging should be included, if applicable.
  • Refunds will be issued to the original form of payment or as store credit, if applicable.
  • Rubyloo reserves the right, at its sole discretion, to determine whether returned merchandise is in saleable condition.

Customers are responsible for return shipping costs for standard returns and exchanges. Original shipping charges are non-refundable.

Once your return is received, please allow 7–10 business days for processing.

Please send eligible merchandise returns to:

Rubyloo Returns
226 Calle Manzanita
Santa Barbara, CA 93105

Personalized Items

Because personalized items are made especially for you, all personalized products are final sale and cannot be returned, exchanged, or refunded.

Rubyloo is not responsible for personalization errors submitted by the customer, including incorrect spelling, names, dates, or other customization details. Please review all personalization information carefully before placing your order.

If There’s a Problem With Your Order

This policy applies to all Rubyloo orders, including personalized items.

We’re here to help if:

  • Your item arrives damaged or defective.
  • You receive the wrong item.
  • Rubyloo made an error with your personalization.

Please email hello@rubyloo.co within 7 days of delivery and include:

  • Your order number.
  • Photos clearly showing the damage, defect, incorrect item, or personalization error.
  • Photos of the packaging, if applicable.

If your claim is approved, Rubyloo will cover the return shipping cost and provide a prepaid return shipping label if a return is required. Depending on the nature of the issue, we will provide a replacement or refund.

Please do not send damaged, defective, incorrect, or incorrectly personalized items back to us before contacting us.

Questions?

We’re always happy to help. Contact us at hello@rubyloo.co with any questions about your order or our return policy.