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Shipping, Returns & In Store Pick Up


We strive to offer the most cost-effective shipping modes available and currently offer domestic and international shipping rates through the United States Postal Service. We cannot be held liable for lost or stolen packages. 

Below is a list of countries we strongly recommend Express Priority International Mail (this is the only international shipping option tracked to the final destination):

China, Hong Kong, India, Vietnam, Thailand, South Korea, India, Israel, Jordan, U.A.E., Russia, Spain, Chile, Brazil, Argentina, Venezuela, Colombia, Mexico

*Please email us with questions regarding any other specific countries.


If you are not completely satisfied with your online or in store purchase, it may be returned or exchanged within 30 days of receiving your order for a full refund of the price you paid for your item(s).  Items must be unused, unwashed with the tags attached and in their original condition. It is the pet owner's responsibility to determine the correct fit of our items as the intended use of the product relies on an appropriate fit. We are sorry but we are unable to cancel any orders once placed as items are made to order.

Custom items are not eligible for return or exchange. Custom items also include: Fi Compatible Collars, Dog Jackets and any other item indicated as a "custom" item on your receipt.

Our size guide and any online advice from our team regarding fit are merely guides as the owner of pet must determine a correct fit upon trying the item on their pet. Please keep the tags on until you have determined a suitable fit. Please also note we do not accept back items that have been chewed, altered or worn. Your return must also be free of hair and stains. Please do not send items back unless it is in original condition as described, as we will not credit/refund you and we will not send the damaged items back to you.

If you believe you received a defective item, please be sure to inform us as soon as possible. All items must be sent back to us and confirmed defective by a Pawsitivity product team member before an item can be refunded or replaced. An example of a defective item includes a leash clip or buckle that is stuck and not able to be opened or closed. A general dislike for the product design or a specific aspect of the design does not constitute a defective item. Items simply worn and not deemed defective will not be refunded or exchanged and will not be sent back. In the case an item is deemed defective, we will happily refund or replace the item and cover the associated shipping costs.

The company reserves the right to deny returns not meeting the standards of our policy. Please make sure to include a copy of your original receipt. We also recommend using a mail delivery option with tracking and insurance as we cannot be held liable for any items lost in the mail. Please do not send packages requiring a signature as we are not able to pickup items from a shipping carrier should a signature be missed by the carrier. Pawsitivity Co does not cover the shipping costs associated with sending an item back for a return and does not refund the original outbound shipping for your order. Refunds will be issued once we receive the item(s) back.

If you would like to exchange the item, please note on your receipt what item/size you would like to swap for. If you would like to swap for a more expensive item, please indicate on the receipt if you would like us to send a PayPal invoice or a credit card invoice for the difference. As our company includes a giveback to local charities and we are a small business, we need to charge a small fee of $3 to ship out your exchange. This $3 charge can also be added to your PayPal or credit card invoice. If you would like to exchange for a lower priced item, we can also apply that credit to cover the $3 shipping charge. Any remaining balance would then be credited to your original form of payment. 

Wholesale orders are not eligible for cancellation, return or exchange. Please inform us within 5 business days of receiving the product if there are any missing items or other issues with your order. Any items(s) received incorrectly must be sent back within 10 business days of receiving your order to receive a credit. Wholesale partners agree to the above terms upon order placement.

Our customer service team can be reached at  if you have any additional questions. 

Returns can be mailed to:

c/o Hancock
Attn: Returns
248 Mill Road Building #2, Unit #3
Chelmsford, MA 01824


Order placed online or in store to be picked up in any of our store locations must be picked up within 30 days of the date the item was ready for pickup. We cannot guarantee an item will be held longer or be available for pick up after 30 days. Due to the custom nature of our products we are unable to offer refunds for in store pickup orders that are not picked up within 30 days.

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