Refund policy

Returns

We have a 30-day return policy. If your mat arrives and something's off, email us at support@rootleco.com within 30 days of receiving your order and we'll sort it out.

To be eligible, items must be unused and in their original packaging. (If your dog has already claimed it, that's on you — and honestly, fair.)

To start a return, email support@rootleco.com with your order number and we'll send you instructions on how to return your item. Return shipping costs are the responsibility of the customer. Please don't send anything back without reaching out first — unrequested returns can't be accepted.

Damages & wrong items

If something arrives damaged or we sent you the wrong thing, email us immediately at support@rootleco.com with a photo. We'll make it right, fast.

Non-returnable items

Sale items and gift cards are final sale.

Exchanges

The quickest way to swap: return your original item, then place a new order once the return is accepted.

EU customers

If you're in the EU, you have 14 days to cancel or return your order for any reason, no explanation needed. Same conditions apply — unused, original packaging, proof of purchase.

Refunds

Once we receive and inspect your return, we'll let you know if it's approved. Refunds go back to your original payment method within 10 business days. If 15 business days have passed and nothing's landed, email support@rootleco.com.