Refund policy

Returns & Refund Policy

60-Day Fit & Confidence Guarantee (Canada & USA)

We build our products to be used - not just taken out of the box.

Take the time to properly fit your harness, try it on walks, and get your dog comfortable with it. If it’s not the right fit, we’ll help you get it right.

If you still decide it’s not for you, we’ll cover return shipping within 60 days of delivery for orders in Canada and the United States.

Because when it comes to your dog’s safety, getting it right matters.

Let’s Talk First

If something feels off, reach out.

You’ll hear back from the people who actually design and build these. We’ll help troubleshoot fit, setup, or anything else before jumping straight to a return.

Most issues can be solved quickly - and we want you to end up with a system that works.

Returns (60 Days)

To be eligible for a return:

  • The item must be in good condition
  • It must not be damaged due to misuse or improper care
  • You must contact us first to receive return authorization

Returns sent without approval may be denied or subject to fees.

Exchanges (Recommended)

Most customers choose to exchange rather than return.

If something doesn’t fit quite right, we’ll work with you to adjust sizing or get the correct setup - with no additional shipping cost within Canada and the USA.

What Can’t Be Returned

  • Customized or personalized items (including embroidery)
  • Sale items
  • Gift cards

Defective Items

If your item has a manufacturing defect, we’ll make it right.

  • Defects must be reported within 7 days of delivery
  • Email contact@optimusgear.com with your order number, photos, and a description of the issue

A defect is defined as a flaw in manufacturing or workmanship that affects function or safety. Damage caused by misuse, wear and tear, or improper care is not considered a defect.

If approved, we’ll offer a replacement or full refund.

Return Shipping

  • Return shipping is covered by us within 60 days for orders in Canada and the United States
  • International customers are responsible for return shipping costs
  • Shipping charges are non-refundable unless otherwise stated

We are not responsible for lost or undelivered return shipments, so we recommend using a trackable shipping method.

Unauthorized Returns & Return-to-Sender Packages

Packages returned due to incorrect address, refusal of delivery, or unpaid duties may be:

  • Denied, or
  • Refunded minus all associated shipping, return, and handling fees

International Orders & Border Fees

International customers are responsible for:

  • Customs duties, brokerage, and import taxes
  • Providing accurate shipping and contact information

We are not responsible for delays or losses caused by customs or courier processes.

Refund Processing

Once your return is received and inspected, we’ll notify you of the approval status.

If approved, your refund will be issued to your original payment method.

Late or Missing Refunds

If you haven’t received your refund:

  • Check your bank account again
  • Contact your credit card company or bank (processing times can vary)

If you still have questions, email contact@optimusgear.com

Gift Returns

  • If the item was marked as a gift and shipped directly to you, you’ll receive store credit
  • If the gift was shipped to the purchaser, the refund will be issued to them