Online purchases
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.
Returns conditions
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 the order qualified for Free shipping, the return credit may be subject to pay for original shipping & handling cost.
Return an item
Should it be necessary to return an item that you purchased from us, return the item to the address below.
Include inside the package:
- Your name or the name of the person who placed the order
- A return address
- Your phone number
- Your credit card number, expiration date, and security code
- A copy of your invoice/sales receipt.
- Note explaining reason for return
Without this information we won’t be able process your request. If you have a question for us before returning an item, please contact us.
We don’t keep credit card information on file!Â
Therefore, credit card number, expiration date and security code must be included!Â
Return to:Â
Sylvan & Sons/Genuine Dog Gear
ATTN: RETURNS DEPARTMENTÂ
3898 US 40
New Paris, Ohio 45347
Customer ServiceÂ
If you have any questions before returning a product, you can email [email protected]Â or submit a contact form on our website.
You can also call us toll-free at 937-723-6743.
Our office hours are 8am – 2pm, Monday through Friday, Eastern time.
Exchanges
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. If it is more, you must cover that expense by including a check with your return, payable to Genuine Dog Gear, for the exact amount.
Please also include:
- Your name, or the name of the person who placed the order
- A return address
- Your phone number
- A copy of your invoice or sales receipt
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
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.