Returns & Exchanges

At CosmosBoo

we’re a small team that cares deeply about quality, fit, and your trust. We want you to be satisfied with every purchase. The policy below explains eligibility, timelines, and how to get help.

Our promise

We want you — and your pup — to love what you ordered. If something isn’t quite right, we’ll work with you to make it right, quickly and fairly.

  1. Collars: one-time “Perfect Fit & Color” Exchange
  • Eligible items: All collar products, including personalized/customized collars.
  • What’s covered: If the size isn’t right or the color isn’t what you expected once in hand, we’ll arrange a one‑time exchange to the size and color you’re happiest with.
  • How to request: Email us within 7 days of delivery at hello@cosmosboo.com with:
  • Order number
  • The size/color you want
  • If you’re unsure about sizing, just share your pet’s neck measurement (a photo helps), and we’ll recommend the best fit.
  • Personalization note: We’ll remake your personalized name letters or nameplate to match the new size/color for this one time exchange.
  • You’re responsible for returning the original item to us; we’ll share an easy return label and instructions. In some cases, we may offer a keep-or-share option to reduce waste.
  • How exchanges and returns work:
  • Simple steps: Contact us → receive instructions and (if applicable) a prepaid label → send the item back → we process your exchange promptly.
  • Processing time: Once your return is scanned by the carrier or received at our facility, we’ll process exchanges within 2–3 business days. If a keep-or-share option applies, you won’t need to send the original item back—we’ll ship the exchange product to you directly.

 

  1. Personalized & Custom‑Made Items
  • Made just for you: Personalized and custom‑made items aren’t eligible for returns or refunds.
  • We’re happy to help before you buy: If you have questions about sizing, colors, or personalization, reach out — we’ll advise to help you choose confidently.
  1. Other Shipped Items
  • If you have any issue, email us within 30 days of delivery. We’ll reply with next steps.
  • Items discounted by 30% or more are final sale (not eligible for return or exchange).
  • Restocking: Eligible returns/exchanges have an $8 USD restocking fee per item.
  • Condition: Items must be unused, unwashed, and in original packaging with tags.
  1. Quality or order issues:
  • If something arrives damaged, missing, or not as expected, please contact us within 7 days of delivery. Include your order number, photos (if applicable), and a brief note so we can evaluate and make it right. We’ll prioritize your case and provide:
  • Free replacement shipped to your address, or
  • Store credit you can use anytime in the future.
    We’ll work promptly and fairly to find the best solution for you.
  1. Cancellations
  • Need to cancel? Please contact us within 2 hours of placing your order for physical products. After that, we may begin preparing your item and can no longer cancel.
  1. How to Reach Us
  • Email: hello@cosmosboo.com
  • Please include: full name, order number, a short description of the issue, and any helpful photos.
  • Response time: We aim to respond within 1–2 business days.

Your trust means everything to us — and we’ll always do our best to support you with care and transparency.

  1. Friendly tips to get the right fit
  • Measure snug, not tight: For collars, measure your dog’s neck where the collar sits. Add two fingers of space for comfort.
  • Unsure about size or color? Email us before ordering — we’re happy to recommend the best size and color for your pup’s breed, weight, and measurements.
  1. Exclusions and notes
  • For health and safety, we can’t accept returns of items showing signs of wear, pet hair, odors, or alterations.
  • Shipping fees are non‑refundable.

Our promise is simple: Product First, Customer First. We’re committed to listening, being transparent, and making your shopping experience effortless and welcoming.

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