Returns & Exchanges
We've found that our customers are so happy with their purchases that they not only don't return our products, but come back time and time again to purchase additional items for themselves and others. A long history of satisfied customers gives us the confidence to offer you our exceptional guarantee and return policy.
Genuine Dog Gear Products purchased from a Vendor.
We try very hard not to get between our customer (the vendor) and their customer (you). If you have a product that you purchased from an independent retailer and you believe the product is defective, return that product to the place of purchase. Please give your supplier the opportunity to help you. If you have contacted that vendor and the outcome was not satisfactory, please let us know the name of the vendor, the product in question and the date the product was purchased. We’ll contact the vendor and follow up on the situation.
Should it be necessary to return an item, simply send the item, within 30 days of the date of purchase, to the address below:Genuine Dog Gear/ Sylvan & Sons
ATTN: RETURNS DEPARTMENT
947 Beville Road, Ste 11
South Daytona, Florida 32119
- Your name, or the name of the person who placed the order.
- A return address and a phone number.
- Or a copy of your invoice/sales receipt.
- Note explaining reason for return.
If you have a questions before returning an item, please contact us by phone, or by email.
Items MUST be returned in resalable (new) condition, which is an evaluation left strictly to the determination of Genuine Dog Gear/Sylvan & Sons, we will credit the purchase price paid for the returned item according to the following policy:
- All returns subject to a 15% restocking fee.
- IF order qualified for Free shipping, the return credit may be subject to pay for original shipping & handling cost.
Should it be necessary to exchange an item, which MUST be in resalable (new) condition, send the item to the address above, within 30 days of the date of purchase, include your exchange instructions, including size and color. Please consider if the item you are exchanging your purchase for is more or less than the original purchase price.
Please also include:
- Your name, or the name of the person who placed the order,
- A return address
- A phone number,
- Or a copy of your invoice.
If you have a question before returning an item, please contact us by filling out the form on the contact us page.
If there is a refund due, we'll refund the difference on the form of payment you used at the time of purchase.
Exchanges DO NOT ship free of charge. We may charge for return shipping & handling costs when your item is exchanged.
Custom orders, which are orders with customer requested colors and/or non-standard sizes, are not eligible for a return unless there is a defect in the material or workmanship.