Quick Answer
Retail purchases are final: we do not accept change-of-mind returns, only exceptions for items damaged in transit, lost in transit, or genuine extenuating circumstances reviewed case by case. Refunds on camps, boarding, and training services are granted only under special circumstances and require manager approval. Deposits are never refunded as cash; with 48 or more hours' notice they convert to store credit instead.
Why This Happens
Partners Dogs runs two separate refund tracks, and knowing which one applies to your purchase saves a call. Services, including Foundation Camp, Behavior Camp, Transform Camp, DaySchool, DayCamp, Dog Boarding, and Private Lessons, are booked against a reserved training slot, staff time, and kennel or classroom space. A refund on any of these is granted only under special circumstances and is approved by a manager, never by front-desk staff acting alone.
Retail purchases from the shop follow a different rule: all sales are final. There is no window for a change-of-mind return or exchange. Three specific exceptions cover the situations where the product itself is the problem, not a change of heart: damage that happened in transit, a package that never arrives, and a small set of extenuating circumstances reviewed individually.
Why It Matters
Most of the money at stake here is decided in advance, at two moments: the click that places a shop order, and the deposit that holds your dates. Both are quick to do and hard to undo, which is why the rule is worth knowing beforehand, while you can still change a size, move a week, or ask a question first.
The number to remember on the service side is 48 hours. Cancel or move a reservation with 48 or more hours' notice and your deposit follows you as store credit. Inside that window the spot has already been staffed and prepped, and it rarely gets filled again on that notice, so the deposit may go toward those costs instead. Retail has no equivalent window, which makes the minute you spend double-checking size, color, and fit before you submit an order the one that pays.
Before You Book or Buy
A few things are worth checking before your card is charged.
- Retail orders ship as final sale. Confirm size, color, and product details before you submit an order; there is no standard return for a change of mind.
- A deposit holds your spot for camps, boarding, DaySchool, and other services, and on camps it is $100. It is never refunded in cash. Cancel or reschedule with 48 or more hours' notice and it becomes store credit on your Partners account, usable toward any other program, class, or service, or toward something in the shop. Cancel inside that window and it may go toward the administrative cost of the booking instead. Full detail lives in our Booking Policies article.
- Balances are settled at the facility, not through a refund request. Part of the estimate is due when you check in for a camp or a longer boarding stay, and the rest is due before your dog goes home. See our Payment Policy for what is due and when.
- If you financed your program through a third-party lender, that lender's terms take over once the loan funds, and financed services are typically not refundable at that point. Our Financing guide covers how each lender works.
- At checkout, our team confirms you understand the full cost before running your card. Ask your questions before you approve the charge; once the card is run, the rules above apply.
What to Do If You Need a Refund or Return
- Your item arrived damaged. Email a photo to support@partnersdogs.com within 48 hours of delivery and we will reship or replace it at no cost.
- Tracking has stopped moving. If your package shows no movement for 7 or more business days, email support@partnersdogs.com and we will reship the order or issue a full refund.
- A major sizing or product problem, with nothing damaged. Email support@partnersdogs.com and describe the issue. These are reviewed case by case and are not automatic.
- You changed your mind about a retail item. This does not qualify for a return or exchange. All retail sales are final.
- You need to cancel or move a reservation. Contact your location with as much notice as you can manage. Requests made 48 or more hours ahead convert the deposit to store credit rather than forfeiting it; see Booking Policies for the full cancellation window.
- You are asking for a service refund outside these situations. The facility manager reviews the request directly. Approval is never guaranteed, and it is not something front-desk staff can promise at drop-off or pickup.
Pet Parent Coaching Tips
- Photograph the box before you open it, then photograph the item itself. Both help support@partnersdogs.com sort out an exception faster.
- Open shop deliveries the day they arrive. The damage window is 48 hours from delivery, and a box left sitting for a week has usually closed it.
- Keep your order confirmation and tracking number handy. Support will ask for both.
- If your travel or boarding plans are uncertain, ask about moving the dates instead of canceling. Rescheduling keeps the deposit at full value; canceling inside 48 hours puts it at risk.
- Orders placed before 12 PM MST ship the same business day, and everything after that ships the next business day, Monday through Friday. Miss the cutoff and the order simply goes out a day later.
Frequently Asked Questions
Can I return a shop item if I just changed my mind?
No. Retail sales are final. The only exceptions are an item damaged in transit, an item lost in transit, or an extenuating circumstance such as a major sizing or product problem, reviewed by our support team.
What happens if my shop order arrives broken?
Email a photo to support@partnersdogs.com within 48 hours of delivery. We will reship or replace the item at no cost to you.
Can I get my camp or boarding deposit back as cash?
No. Deposits are never refunded as cash. Cancel or reschedule with 48 or more hours' notice and the deposit converts to store credit toward another program, class, or service instead.
Can I move my deposit to a different service?
Yes. A deposit is transferable when you reschedule, and the store credit it converts to can be applied to any other program, class, or service at Partners Dogs.
My tracking number has not updated in over a week. What do I do?
Email support@partnersdogs.com. If tracking shows no movement for 7 or more business days, we will reship the order or issue a full refund.
Who decides whether I get a refund on a training or boarding service?
A manager reviews every service refund request individually. Refunds are granted only under special circumstances and are never approved by staff acting alone.
Related Articles
- General Booking Policies, for the full deposit, cancellation, and store-credit rules behind a service reservation.
- Payment Policy, for what is due at check-in and pickup.
- Training Financing & Payment, for how refund eligibility works when a program is financed.
- Overnight Boarding, for what a boarding reservation includes before you book.
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