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Frequently Asked Questions!
We want you to love our products as much as we do, but understand that sometimes a product doesn’t work out. You may return or exchange a product within 30 days of receiving your order as long as the product meets our return policy standards.
You may return your unused dog toy within 30 days of receiving your order.
Please note that original shipping charges are non-refundable and customers are responsible for all return shipping costs. Return shipping costs can vary widely depending on type of item and shipping origin.
Bone Voyage does not accept returns for the following products:
- Used products (We reserve the right to determine whether an item has been used)
- Custom orders
- Products purchased from another source other than our website, www.bonevoyagecollection.com
- Products deemed to be in unsellable condition (We reserve the right to determine whether an item has been washed)
- If it has been 30 days since you received your product, we will not accept a return
At this time, we do not offer exchanges on items. The best way to get a larger/smaller size would be to return the original product for a refund and repurchase the correct size. This is due to the price discrepancy between sizes, and because all payment data is secure and encrypted, so we are unable to place an additional charge for the price difference. Please reach out to our customer service team at [email protected] and they would be happy to assist you.
For replacements, please email us at [email protected] so we may assist you. Proof of purchase and a photo of the product must be submitted with the replacement request so we can verify the purchase. Bone Voyage Collection has the right to refuse a replacement request if it appears that the product was damaged through user error.
We do our best during the holiday season to dispatch orders quickly. Deliveries are generally slower during the Christmas – New Year holiday time frame. It is the buyer’s responsibility to be aware of interruptions in service caused by holidays/weather and take potential delays into account when ordering.
Once orders have shipped, we recommend keeping a close tab on your shipment as the holidays bring joy and an increase in package thefts.
Please note, our office and warehouse are closed on: December 22nd, 25th, 29th and January 1st.
Customers may have the option to choose the method of shipping (FedEx or USPS) at checkout. You are able to see shipping rate quotes when you view your cart. Please note, any order with bigger items including a bed, mat, tent or toy set will be shipped with FedEx.
For regular FedEx Ground and all USPS orders, orders take 2-3 business days to process at our warehouses and will be shipped the following business day according to the method of shipping selected. For example, if an order is submitted on a Saturday with FedEx Ground or USPS as a method of shipment, it will be shipped on the following Wednesday. Orders can only be shipped and processed on regular business days as our warehouses are closed on Saturdays, Sundays and major holidays.
When your order is placed, you will receive a confirmation email with details on your order. As soon as your order ships, you will be sent a shipment confirmation email that includes your tracking information. Please be sure to check your SPAM folder if you do not see these emails in your inbox.
Once your order ships, Bone Voyage is no longer responsible for any damages or loss of package that may occur once it is in the hands of the delivery service.
If you’ve been notified that your order has been delivered, but you have not received it, please allow up to 3 business days before reaching out to our team. There are instances where tracking shows the package has been delivered, but it does not get dropped off until the next day or so.
We recommend keeping a close eye on your shipment to prevent any potential thefts.