It is important to us at Key West Dog, that our clients and their pets are very happy with us and enjoy their experience shopping here at Key West Dog. We are a small company that offers a great selection of pet supplies. Several of our items are shipped from a number of different manufacturers. Items are often shipped in a number of separate packages. As a result, one order often arrives in more than one shipment which may result in slightly higher shipping charges. If at any time, our shipping rates appear to be in excess of what is normal, please contact us so that we may take a closer look at the order, as sometimes we are able to adjust the shipping charges based on location or the nature of the order. Thank you for helping us make this a positive experience for everyone.

Please measure your pet as accurately as possible.  Several items are custom ordered and cannot be returned. Return policy varies for each manufacturer that we carry, therefore, it is best to contact us to find out if the item you wish to purchase is able to be exchanged or returned. If an item is able to be exchanged or returned, please see below:

  1. 1.Many items shipped directly from the designer or manufacturer. The manufacturer will choose their preferred shipping carrier.  Carriers include but are not limited to USPS, UPS, FedEx, and DHL.

  2. 2.Requests for returns and exchanges must be made within 10 days of receipt of order. All returns and exchanges must have Return Authorization # issued from Key West Dog/ prior to shipping the return, no exceptions will be made.  Any item returned without a Return Authorization will NOT be processed and will be returned to the customer at customer's own expense and/or additional restocking fee of 50% will be incurred.

  1. 3.Please send all returns and exchanges in original packaging, unused and in sellable condition.  Key West Dog is not responsible for any damage that is caused by you or your pet to any of the merchandise. We cannot accept returns or exchanges for any merchandise that has been used or is not in its original new condition.

  2. 4.If you find that an item arrives damaged or defective please contact us within 48 hours of receipt. Do not sign for or accept any box that appears damaged upon receipt. We will send an exchange or credit you for the item.

  3. 5.Please contact us within 30 days of  shipment confirmation if your item has not arrived.  Key West Dog will not be held responsible for notifications after that time.

  4. 6.When exchanging an item, the customer is responsible for the shipping and handling charges. If a another exchange is necessary, a $10 handling fee will be applied, as well as the shipping/handling charges for the exchange.

  1. 7.Refunds will be given in the form of store credit only. In some cases there may be a restocking fee.

  2. 8.                       **Custom ordered items are not eligible for return or exchange**

            Permanently personalized items are not eligible for return or exchange. If you have any questions

            regarding the return policy of a particular item, please email us at

  1. 9.Shipping and handling charges are not refundable.

  2. 10.NOTE: Carriers cannot be returned/exchanged due to health regulations.

11. NOTE: Beds cannot be returned/exchanged due to health regulations.

12. NOTE: Spa Products cannot be returned/exchanged due to health regulations.

  1. 13.For your security, please return your items with an insured courier (e.g., USPS Priority Mail, UPS, FedEx) and retain your receipt. Please be aware that until there is proof that we have received your merchandise, it is your property. Key West Dog is not responsible for items damaged or lost in transit. Items returned through the U.S. Mail using only insurance without delivery confirmation can be lost in transit. Insurance by itself does not provide proof of delivery. If an insured item becomes lost, it is the customers responsibility to file a claim with the post office to recover their loss for their merchandise. Insurance with the post office is a transaction between the you and the United States Postal Service and is not affiliated with Key West Dog.

For the quickest response to your questions please email us at

You may also reach us at 305/294-8155 from 8 am to 8 pm Eastern Standard Time.  Please leave a message if you do not reach us directly and someone will return your call during normal business hours.

Our return warehouse mailing address and RA# must be clearly shown on the return package.

  1. Please contact us if you need Rush Shipping on your order.  We will provide you with availability and costs.

  1. If one or more of your items are backordered, in most instances, in stock item(s) will be shipped within normal processing time. Backordered item(s) will be shipped separately at no additional charge when they become available.

  2. Delivery times are estimated. Certain delays are inevitable and out of our control. We do not guarantee specific shipment or delivery times.

  1. If your item is shipped to an address that is incorrect or undeliverable addresses causing an item to be returned to shipper, the customer will be charged for additional shipping fees. Packages that are undeliverable and will require reshipment at the customer's request, and will be subject to a reshipment charge equivalent to the original shipping fees. This includes refusal of a package, unclaimed packages, or misinformation on the part of the customer. Should we be unable to reach the customer for resolution, a 50% restock charge will be applied and a store refund will be issued for the balance. Shipping and handling is non-refundable.   If an shipment is refused, these conditions apply.

  1. Shipping calculations are done according to each manufacturer's chosen carrier and varies by product and location.  If you have any questions regarding the shipping cost for your order, please email us at  Currently Key West Dog offers a flat rate shipping charge on most items.

Shipping and Returns ~

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