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About

Exchange and Return Policy

Didn't your Pet's clothes fit? Don't worry! 
The most important thing for us is to guarantee that the buying experience of all our Dogmollers is extraordinary.

We offer size exchange and returns within the first 10 days of receiving your package.
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In Summary, these are the 3 steps of the Returns and Exchanges process:
  1. Register change/return request
  2. Ship the item back to Dogmoll Mexico
  3. Dogmoll team inspects the merchandise and communicates the approval/decline of exchange or return
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Requirements for Returns:
  • Your items must be unused and in the same condition that you received it.
  • The item must be returned in its original box
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Step by Step Process

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Step 1. Register exchange/return request
Request your change or return by entering your information in theRequest Form for Changes and Returns​here
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You will receive confirmation of the change request and a tracking number for your case.
Note: Make sure to try the clothes on your little ones as soon as you have the items, because if more than 10 days have passed since you received your package, it will not be possible to process the exchange or return.
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Step 2. Ship the item back to Dogmoll Mexico
The Dogmoll team will help you organize the logistics of the return so that the process is easy and fast.
Returns support includes:
  • Personalized attention and tracking number of your case
  • Provision of 2 guide numbers: the Tracking Number for the package's journey from your home to the Dogmoll Mexico facilities and the tracking number of the package with the change from Dogmoll to your home
  • Confirmation by the logistics company in case the package can be picked up at your home (this service is not always available in all areas) or if you must go to the offices of the logistics company to make the shipment
    • In case you have to take it to an office of the logistics company, we will help you by confirming which is the closest delivery point to you.
  • Close follow-up of your case until you have received the change and are happy with your order
 
Important! Responsibilities of the Dogmollers (clients) in the logistics of the change:
  • You must make the payment of the return to start coordinating the logistics, which will be for a total of $170 mxn ($85 pesos for each tracking number necessary for the return). If you receive a refund, the cost of return shipping will be deducted from your refund.
  • You will need to print the Guide and stick it to the back of the box (replacing the original shipping guide)
  • You must secure or seal the box to avoid problems during its trip (it can be with tape of any kind)
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Step 3: Dogmoll team inspects the merchandise and communicates the approval/decline of exchange or return
Once we receive your package and validate that the items meet the requirements (mentioned in this document), we will contact you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
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What happens if the return does not meet the requirements?
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If the item you returned is in poor condition, visibly damaged or in a different state from the original, your Dogmoll agent will contact you to agree on the next steps and the resolution of your request, which may vary depending on the severity of each case.
Resolution example: Partial return (10-50% of the value of the product, to be assessed depending on the condition of the item or items returned).
If you require more information about the exchange and return policy of Dogmoll Mexico, do not hesitate to contact us by any of our means of contact, we are here to serve you.
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