RETURNS & EXCHANGES

Enjoy free return and exchange shipping on eligible items when you add optional coverage at checkout, plus package protection if your shipment is lost or stolen. Coverage is available for an additional fee and is subject to Redo’s terms.

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

To start a return, please visit our Customer Portal.

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).

Without coverage, customers pay return shipping costs, except for a manufacturing defect or order error.

Returns that do not meet these requirements may be refused or subject to a 25% restocking fee, which will be deducted from the refund amount.

Items marked FINAL SALE are not eligible for return.

OVERSIZED BEDS & SIZING GUIDANCE

Some of our larger beds are generously sized and vacuum-packed for shipping. Because oversized items can be costly to return, we recommend taking a few moments to confirm the size, dimensions and fabric before placing your order.

To help you find the right fit for your pet and your home, we offer:

  • Detailed dimensions for every bed size
  • Customer support for sizing questions and recommendations

Our favorite sizing tip: Use painter’s tape to mark the bed’s dimensions on your floor. It’s an easy way to visualize how the bed will fit in your space and whether your dog will have plenty of room to curl up, stretch out or do a little of both.

INCORRECT, DAMAGED OR DEFECTIVE ITEMS 

If you believe you received an incorrect item or a product with a manufacturing defect, please visit our Customer Portal 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

Need a different size or style? We can exchange your item if it is unused, unwashed, free of pet hair, odors, and stains.

REFUNDS

Once your return arrives and we’ve had a chance to inspect it, we’ll process your refund to the original payment method within 7–10 business days.

Your bank or card provider may need a little more time to show the refund on your statement. If you have any questions along the way, please contact us at jbpack@jaxandbones.com.

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.