RETURNS & EXCHANGES

At Jax & Bones, every product is thoughtfully designed and crafted with the comfort of pets and their families in mind. Because our products are handcrafted and filled to order in Los Angeles, we encourage customers to carefully review product descriptions, sizing information, and measurements before placing an order.

Returns must be initiated within 30 days of purchase through our Returns Center:

Click here Hassle-free returns

To be eligible for a return, items must:

  • Be unused, unwashed, and free of pet hair, odors, stains, or damage.
  • Include all original packaging, tags, and inserts.
  • Be received by Jax & Bones in resalable condition.
  • Be returned within 14 days of receiving a Return Merchandise Authorization (RMA).

Unless a manufacturing defect or error, customers are responsible for return shipping costs.

Returns that do not meet these requirements may be refused or subject to a 30% restocking fee, which will be deducted from the refund amount.

Items marked FINAL SALE are not eligible for return.

OVERSIZED BEDS & SIZING GUIDANCE

Many of our larger beds are oversized items and are vacuum-packed for shipment. Because return shipping can be costly, we strongly encourage customers to review all product dimensions and sizing information before purchasing.

To help you make the best selection for your pet and home, we offer:

  • Fabric swatch samples to compare colors and textures
  • Detailed size dimensions for every bed
  • Customer support to answer questions and provide recommendations

A helpful tip is to tape the bed dimensions onto your floor before purchasing so you can visualize how the bed will fit within your space and how your pet will fit within the bed.

INCORRECT, DAMAGED OR DEFECTIVE ITEMS 

If you believe you received an incorrect item or a product with a manufacturing defect, please contact jbpack@jaxandbones.com within 30 days of delivery.

Please include your order number, photos of the product, and a description of the issue for review.

Please note that damage resulting from improper washing, chewing, scratching, digging, accidents, or normal wear and tear is not considered a manufacturing defect.

EXCHANGES

We do not process direct exchanges.

To exchange an item, please return the original item in accordance with our return policy and place a new order when you are ready. This ensures the fastest processing and product availability.

REFUNDS

Once your return is received and inspected, refunds will be processed to the original payment method within 7–10 business days.

Depending on your financial institution, additional time may be required for the refund to appear on your statement.

OUR COMMITMENT

Since 2004, Jax & Bones has proudly handcrafted premium pet products with a focus on quality, comfort, and durability. We stand behind our products and are committed to providing exceptional customer service and fair resolutions when issues arise.