Shipping & Returns

Satisfaction Assured

Your satisfaction is our success. If you wish to return or exchange any item please advise us within 7 days of delivery. Requests made outside of this window will not be honored.

All returns require a RA# and returns sent directly to our studio without a RA# will not be accepted. To request a Return Authorization, please submit a RA request through our online Contact Us form or submit a case through your Found My Animal member portal. Items must not have been used or damaged in anyway.

You will be responsible for the cost of postage/courier for returned or exchanged goods unless the original item was shipped in error.

Free Shipping applies to orders that are not returned for a refund. Refund requests will be honored and processed less the shipping cost. All International customers will need to cover the cost of Duties & Taxes associated with their order.

We pride ourselves on our super easy exchange policy. If you need to exchange your item, simply contact us through the Contact Us form with your request and we will send out the new item as soon as it's made. We do not require the original item receipt prior to shipping the exchange, and ask that you donate the original item to your local animal shelter instead, or send the item back at your expense to be donated on your behalf. This does not include exchanges on Carriers/Totes & Beds.

Embroidered and Custom items are final sale and cannot be returned for full refund. If you need to exchange for sizing and style purposes, a fee will be issued.

Once an order has begun production, we are unable to cancel. If you have made an error in sizing or wish to update your order, please contact us as soon as possible to ensure changes are made. We are not responsible for refunding orders used for photoshoots over $250.00. If you are a stylist and would like to request photo samples, please email us

*Production times may exceed our standard 7 day production time on embroidered items. If you need an order expedited, please contact us.*

How to return an item

Please re-package your item carefully so that it returns to us undamaged. You will be responsible for the package until we receive it so please make sure your item is insured and/or able to be traced. We recommend using an insured postage/courier method as we can not accept responsibility for items not shipped by ourselves.

International exchanges will be charged shipping fees

Faulty Items

Our products are designed to last and last. If your item fails to exceed your expectations please contact us at to determine next steps.

We embrace oxidation, fraying and fading as a beautiful aspect of our products. Oxidation on Brass/Bronze harware parts are a mere natural process that occurs. If you prefer shiny hardware, please purchase Brass Cleaner at your local hardware store!

Returns Shipping Address

Found My Animal Factory
86 Smith Ave
Kingston, NY, 12401

Any item purchased from one of our retailers must be returned or exchanged through that retailer. All our products are handcrafted to order and require time to produce.

All orders lost by postage carriers will be honored with a replacement. We do not offer refunds on lost packages or the replacements issued. Additionally, all International orders returned to sender will need to pay the cost of shipping to re-send.

Having trouble ordering online?

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Customer Service Hours are from 9am to 4pm EST, Monday through Friday.