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Tom & Spike
Tom & Spike

Return Policy

Return & Refund Policy

Last Updated: November 2026

Thank you for shopping at Tom and Spike! We want you and your furry friends to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help.

1. Eligibility for Returns

To be eligible for a return or exchange, please ensure that:

  • Timeframe: You must request a return within 14 days of receiving your package.

  • Item Condition: The item must be unused, unwashed, free of pet hair, and in its original condition and packaging.

  • Proof of Purchase: A valid order number or receipt must be provided.

2. Non-Returnable Items

Due to hygiene, health, and safety standards for pets, the following items cannot be returned:

  • Opened or used pet treats, food, or supplements.

  • Grooming products, shampoos, or brushes that have been used.

  • Personalized or custom-made pet items.

  • Items marked as "Final Sale" or clearance.

3. Damaged, Defective, or Incorrect Items

Did your package arrive damaged, or did you receive the wrong item? We are so sorry!

  • Please contact us within 7 days of delivery at CONTACT US.

  • Include your order number and clear photos or a short video showing the damage or the incorrect item.

  • We will gladly send you a free replacement or issue a full refund—no return shipping required for damaged goods!

4. How to Initiate a Return

To start a return process, follow these simple steps:

  1. Contact Support: Send an email to our support team at CONTACT US with your order number and the reason for the return.

  2. Review & Approval: Our team will review your request and provide you with return instructions and the return shipping address (if applicable).

  3. Ship the Item: Pack the item securely in its original packaging and mail it back using a trackable shipping method. (Note: Return shipping costs are the responsibility of the customer, unless the item arrived damaged or defective).

5. Refunds Processing

  • Once we receive and inspect your returned item, we will notify you via email regarding the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Credit Card or PayPal) within 5 to 10 business days, depending on your bank or payment provider.

6. Exchanges

We currently do not offer direct exchanges. If you need a different size or color of an item, the fastest way is to return the current item you have (following the return steps above) and place a separate new order for the desired item on our website.

7. Contact Us

If you have any questions or concerns regarding our Return Policy, please reach out to us