We want you and your dog to love every order. If something isn't right, we offer free 30-day returns.
30-day free returns
- You may return most items within 30 days of delivery.
- Items should be unused, in their original packaging, with tags attached. Food and treats must be unopened and sealed.
- We provide a prepaid return label — returns cost you nothing.
- No restocking fees.
How to start a return
- Email philohousemallofjay@gmail.com with your order number and the item(s) you'd like to return.
- We'll reply within 1 business day with your prepaid return label and instructions.
- Drop the package off with the carrier.
Refunds
Once your return is received and inspected, we issue your refund to the original payment method within 3 business days. Your bank may take a few additional days to post it. Original shipping charges are refunded if the return is due to our error.
Damaged, defective or wrong items
If your item arrives damaged, defective, or is not what you ordered, email us a photo within 7 days of delivery. We'll send a replacement or a full refund right away — no need to send the item back.
Non-returnable items
- Opened food, treats, chews and supplements (unless damaged or defective)
- Used grooming, potty and hygiene products
- Gift cards
Exchanges
Need a different size or color? Start a return for the original item and place a new order — this is the fastest way to get what you need.
Cancellations
You can cancel your order free of charge any time before it ships. Contact us as soon as possible.
Contact
BIG GATE BRAND LLC
13309 Felson Pl, Cerritos, CA 90703, United States
Phone: (447) 247-4308
Email: philohousemallofjay@gmail.com