Return Policy
Return Policy
Last Updated: June 2026
At HiSnoot, customer satisfaction is our priority. Every order is covered by our 90-Day Money-Back Guarantee. If there is any issue with your order, we are committed to resolving it quickly and fairly.
1. Important Notice About Chargebacks
Before initiating a chargeback or payment dispute with your bank or credit card provider, you must contact our support team first at:
We respond within 24 business hours and resolve the vast majority of issues through refunds, replacements, or reshipments.
Initiating a chargeback without contacting us may significantly delay resolution and refund processing.
2. 90-Day Money-Back Guarantee
You may return your order within 90 days of delivery for a full refund — even if your dog has tried the pad. If your dog doesn't use it, or you're not completely happy, you're covered. No questions, no hoops.
To be eligible for a refund:
- The return must be requested within 90 days of delivery
- The product must be returned complete (all pads and included items from the order)
- A valid return tracking number must be provided
Refunds are issued only after the returned item has been received and inspected.
3. How to Start a Return
To initiate a return:
- Contact us at support@hisnoot.com with your order number
- You will receive the correct return instructions and address
- Ship the item using a tracked and insured shipping method
- We will confirm receipt and inspection
- Approved refunds are processed within 14 business days
4. Return Shipping Costs
Standard Returns
(Guarantee returns, change of mind, ordered the wrong size)
- Return shipping costs are the responsibility of the customer
- Tracked shipping is mandatory
- HiSnoot is not responsible for lost return shipments
Defective, Damaged, or Incorrect Items
- We fully cover return shipping costs
- A refund or replacement will be issued after inspection
5. Damaged or Defective Items
Please report any damage or defect within 48 hours of delivery, including:
- Order number
- Description of the issue
- Clear photos showing the defect
Failure to report within this timeframe may affect eligibility.
6. Incorrect Item Received
If you received the wrong item, notify us within 48 hours and include:
- Order number
- Item ordered
- Item received
- Photo of the received item
7. Delivery Confirmation & Lost Packages
Once an order is marked as Delivered by the carrier, it is considered fulfilled.
If your package has not arrived or appears lost:
- Contact us immediately
- We will investigate with the carrier
- If confirmed lost, we will offer a replacement or full refund
8. Refund Processing
Once a return is approved:
- Refunds are issued to the original payment method
- Processing time: up to 14 business days
- Banks may require additional time to post the refund
Refunds cannot be issued for items that are:
- Returned incomplete
- Damaged through misuse or improper care (outside normal use covered by the guarantee)
- Returned without a valid tracking number
9. International Returns
International customers are responsible for return shipping unless the item is defective or incorrectly delivered. Import duties, taxes, or customs fees are non-refundable.
10. Policy Updates
HiSnoot reserves the right to update this policy at any time. Updates apply only to future purchases.
11. Swap Your Product?
Not satisfied with your purchase, or ordered the wrong size? You are free to return your package and pick out a new product or size!
Need Help?
Company Information
Company name: RSK Group LLC
EIN: 98-1916454
Address: 312 W 2nd St Unit A9223, Casper, WY 82601 USA
Customer Support: support@hisnoot.com
Support Hours: Monday–Friday, 9:00 AM – 5:00 PM (local U.S. time)