Returns & exchanges

1. The 30-day window

You have 30 calendar days from the day your parcel is delivered to request a return. The request must be approved before anything is shipped back, so please start with an email rather than a surprise box.

Orders marked as delivered by the carrier but reported missing must be raised within 7 days; after that we may not be able to open a claim.

2. What we can accept

We want every return to be fair on both sides. An item qualifies when it is:

• Unused and unwashed, with no pet hair, saliva, dirt, or odour.
• In its original packaging, including tags, inserts, and any storage bag.
• Complete — all parts, accessories, and instructions included.
• Accompanied by the order number or a copy of the packing slip.

Light inspection is fine. A toy that has been chewed, a bed that has been slept in, or an item that has been washed does not qualify for a change-of-mind return.

3. How to start a return

Email hello@draeko.shop with the subject “Return — [order number]”. Please include:

• Your order number.
• The item name and quantity.
• The reason for the return, in one or two sentences.
• A photo if the item arrived damaged or is not what you ordered.

We reply within one business day with a return authorisation and the correct return address. Please do not send anything back before you receive that email — unauthorised returns can be lost in our warehouse.

4. Return shipping

Return shipping is paid by the customer for change-of-mind returns. You may use any tracked carrier; we recommend keeping the receipt until the refund is complete.

If the item was damaged, defective, or not what you ordered, we cover return shipping and will send a prepaid label. In that case there is no restocking fee.

Original shipping charges are non-refundable unless the return is our error. Free-shipping orders that fall below the $35 threshold after a partial return may have the original shipping value deducted from the refund.

5. Refunds and timing

Once your return reaches our studio we inspect it within 2 business days. Approved refunds are issued to the original payment method.

Shipping charges are refunded only when the return is the result of our error. We cannot refund to a different card or account.

6. Exchanges

We do not process direct exchanges. The fastest route is to return the unwanted item for a refund and place a new order — this reserves the replacement before it sells out.

If you need a different size, colour, or variant that is not listed on the product page, email us and we will tell you whether it is available.

7. Damaged or incorrect items

If something arrives damaged, or you receive the wrong item, contact us within 48 hours of delivery. Include a photo of the parcel and the item. We will arrange a replacement or refund, including return shipping, at no cost to you.

Please keep the packaging until the issue is resolved — carriers sometimes ask to inspect it.

8. Items we cannot take back

• Items that have been used, chewed, washed, or contaminated with pet hair or odour.
• Personalised or made-to-order items.
• Final-sale items, which are marked as such on the product page.
• Gift cards.
• Items returned more than 30 days after delivery.

If a non-returnable item arrives defective, the warranty section below still applies.

9. Faulty items after 30 days

All draeko goods carry a 90-day workmanship warranty from delivery. If a seam gives way, a squeaker fails, or a component breaks under normal use, email us with photos and your order number. We will repair, replace, or refund at our discretion.

The warranty does not cover damage from aggressive chewing, cutting, burning, or normal wear such as loosened fibres after months of play.

10. Questions

Returns are handled by the same small team that packs the orders. If anything is unclear, ask us before you ship something back.