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Returns & Exchanges

 

Love It or Send It Back

We want you to be 100% happy with your purchase and your experience with us! If you're not totally satisfied, return your purchase to us for an exchange or refund.

Our returns policy is simple:

  • You may return items within 90 days of the sale date for a full refund of the price of the item(s) or a credit toward an exchange or the purchase of a different product.
  • Returns made after 90 days are eligible for a merchandise credit (issued in the form of a Clean Run gift certificate) equal to the price of the returned product.
  • All we ask is that the product is in the same condition you received it in with its original tags and is in its original box and/or packaging including all packing material, blank warranty cards, manuals, and accessories.
  • Refunds and merchandise credits will be issued at the time the return is received in our warehouse.

Please be aware of the following important points regarding the condition of the product you are returning:

  • Items showing cuts or tooth marks will not be replaced and we will not issue a refund or credit.
  • DVDs must be unopened and in their plastic wrap.
  • Shoes and the shoe box must be returned in new condition. Ship shoes back in a cardboard box so the original shoe box is not damaged. If you do not have a box, wrap the shoe box in brown shipping paper to protect it. Shoes returned in a shoe box that is not in new condition are subject to a 30% restocking fee.
  • Harnesses and dog coats should not have any hair on them. Returned items that require cleaning are subject to a 30% restocking fee.

Return Shipping

  • If you receive a product that is damaged or defective, or that is not the product you ordered, Clean Run will pay the cost to ship the replacement product to you. If we need the original product back, we will send you a pre-paid shipping label or issue a call tag to have UPS pick up the package.
  • If you live in the U.S. and you ordered a fitted product—clothing, shoes, dog harness or head halter, dog coat or vest, or dog boots—but it doesn't fit the way you like, you pay for the return shipping to our offices and Clean Run will pay the shipping cost to send the new size back to you.
  • For all other returns and exchanges, you are responsible for the shipping costs to return the item. If you are requesting an exchange, you must also pay for the new item to be shipped back to you.

Regular Returns or Exchanges

To return a product that doesn't meet your expectations or that doesn't fit, please follow these steps:

  • Fill Out the Return Form: Fill out the form that was included in your package. If you don't have the form, click here to download it now. If you are exchanging an item other than shoes, include your credit card number and the expiration date; we will need to charge your card for the postage to ship the new merchandise to you.
  • Pack the Product(s): All items must be returned in new condition in the original packaging. If your product was shipped in a cardboard box, use the same or similar packaging. When using the original shipping box, remove or cover previous shipping labels or other markings.
  • Ship the Product(s) Back to Us: We recommend that you ship via an insured ground service with a tracking number. Clean Run is not responsible for items lost in transit. Please keep a copy of the return tracking number until a credit has been issued or a replacement product has been shipped. Ship your package to: Clean Run, Returns Dept., 17 Industrial Dr., South Hadley, MA 01075
  • Receive Your Refund, Credit, or Replacement: We will email you when we have received your return. Refunds will be made based on the original method of payment. Please allow 7-10 business days for the credit to appear on your account or for the refund check to be mailed. If you have requested a store credit, we will email you a gift certificate within 48 business hours. If you have requested a replacement product, we will ship the new product within 48 business hours. With the exception of fitted products, new products will be shipped to you at your expense.

Returns of Defective or Incorrect Products

To return a product that is defective or that was shipped to you in error, please follow these steps:

  • Request a Prepaid Shipping Label: Contact customer service. We will send you a pre-paid shipping label or issue a call tag to have UPS pick up the package.
  • Fill Out the Return Form: Fill out the form that was included in your package. If you don't have the form, click here to download it.
  • Pack the Product(s): If you are using the original carton to ship back the item(s), please be sure to remove the old shipping label or cover it completely.
  • Ship the Product(s) Back to Us: Use the pre-paid shipping label or call tag to ship your package to: Clean Run, Returns Dept., 17 Industrial Dr., South Hadley, MA 01075
  • Receive Your Refund, Credit, or Replacement: We will email you when we have received your return. Refunds will be made based on the original method of payment. Please allow 7-10 business days for the credit to appear on your account or for the refund check to be mailed. If you have requested a store credit, we will email you a gift certificate within 48 business hours. If you have requested a replacement product, we will ship the new product at our expense within 48 business hours.