Return Policy

Though an overwhelmingly large amount of our customers love our products, occasionally something goes wrong and we are ready to make things right! We truly want you to love your WaterDog Adventure Gear products! If you are unsatisfied because of an item defect or any other reason, please contact us as soon as possible (preferably within 5 business days) after receiving your order so we can resolve the issue to your satisfaction. Overall we will bend over backward to ensure you are absolutely delighted with your purchase, so let us prove it, and contact us if there is a problem! Our team typically responds within 1-2 business days.

Now, on to the fine print!   

Conditions under which a Product may be returned for a refund:

• The Product was purchased within 30 days of initiating the return.
  
  
• The Product is returned in the original packaging and all components of the product are included.
  
  
• The Product including all components is in new and unused condition.

Return Policy:

• Any orders returned without contacting us first will be refunded at our discretion. If you send a return without contacting us and we deem it unable to be credited, we will not re-send it to you. You can have it re-shipped but will be charged accordingly.
  
  
• We will provide return shipping labels, but the cost of the label is deducted from the refund amount. All shipping costs are non-refundable. You may choose to arrange return shipping on your own if desired.
  
  
• Should you arrange your own return shipping, you should consider using a trackable shipping service and/or purchasing shipping insurance. We are unable to guarantee that your item will arrive as you intended. Items that arrive damaged may incur additional fees.
  
  
• All returned goods should be received by WaterDog Adventure Gear within 30 days of your request in order to qualify for a refund in line with this policy.
  
  
• If the returned merchandise is not in a condition in which it can be resold, it may not be accepted, regardless of whether or not it had been approved over the phone or email. If for some reason the items are not able to be sold as new, further fees may apply in line with the reduced sellable value of the returned item. Also, please note that packages that have been heavily damaged during the return may not able to be accepted for a refund. 

Cancellation Policy

• Orders may be canceled for a full refund if the order has not yet shipped. Custom items are final sale.

Process for a return:

• Call 877-924-2272 or contact us to initiate a return
• Please be prepared to provide your order number when contacting our team to initiate a return. 
• You will then be given an RMA number, which needs to be clearly written on ALL PACKAGES.
• Once approved, we will send you an email with instructions on how to prepare your items for a return.
• All returned goods should be received by WaterDog Adcenture Gear within 30 days of your request in order to qualify for a refund in line with this policy.
• Once the merchandise is received and inspected, the customer will be notified of the return and the amount they will be refunded. Once received, refunds take up to 10-12 business days to process.

Defective, Damaged, or Missing items

We are always working with our manufacturers and shipping carriers to ensure our products are of the highest quality and that they arrive as expected, free of defects. However, occasionally, errors may occur and we are happy to work with you to make it right!

We recommend opening your package(s) and inspecting your order as soon as it arrives to ensure speedy processing of claims for defective, damaged, or missing items. We are only able to process claims for defective, damaged, or missing items within the time frames outlined below.

Defective Items

If you find that you may have a defective item in your shipment, please contact us right away. Please note that we may request photos of the defective parts for further investigation with our manufacturers.

Defective products will be repaired, replaced, or refunded at the discretion of WaterDog Adventure Gear. If we determine that the item is defective due to a manufacturing defect, we will either (1) work with you on solutions that allow you to use the item (this allows minimal delays in installation when possible); (2) replace the defective items at no cost to you; or (3) in special circumstances the items may qualify for a refund or alternative solution. Faults due to misuse or modification by the customer are not covered by this policy.

In some instances, we may ask that defective items are returned for closer inspection.

Damaged Items

Should your items be damaged by the carrier in transit, please contact us immediately. In order for us to file a claim with the carrier and send replacements quickly, we may request photos of the damaged package(s) and any items subsequently damaged prior to shipping replacements. Damaged packages and/or items should be reported within 14 days of delivery.

Missing Package/Shipment

When your order is shipped, you should receive an automated email that contains your tracking information. You can refer to the provided tracking information to determine the total number of packages in your shipment if you ordered multiple items.

Shipments with multiple packages usually tend to arrive on the same day, however, this is not always the case. If your shipment contains multiple packages it is possible that they may arrive over the span of a few days. You can always use the provided tracking information to determine the status of any individual package in the shipment.

If you believe that a package in your shipment has been lost by the carrier, please contact us immediately so that we can take the next steps in investigating and recovering the package. After a missing package is reported, most carriers have up to 48 hours to locate a package before we are able to file a claim directly with them and replace any missing packages/shipments. Claims for missing packages cannot be accepted after 21 days from the date of delivery, as specified by tracking.

Missing Items

After your order arrives, we recommend that you open your package(s) and inspect the contents to ensure you received all items denoted on your packing slip and that no items were damaged in transit. If you are unable to locate the packing slip, we are happy to provide you with a copy.

Although exceedingly rare, if you find that you are missing items from your shipment, you can contact us. Should we determine that the items were missing, we are only able to provide replacement parts for missing items within 30 days of delivery. WaterDog Adventure Gear reserves the right to investigate claims of missing items to determine whether a claim warrants a no-cost replacement.

We may request the following in order to investigate and process a claim for missing items:

• Photographs of the package(s) received as well as their contents
• A photograph of your packing slip with notes showing quantities received of each line item

If missing items are reported outside of the standard claims window, WaterDog Adventure Gear is not responsible for providing no-cost replacements. However, we are happy to work with you on other suitable solutions!