Refund policy

Return & Refund Policy

Last updated: July 3, 2026

We stand behind our gear with the RoverOak 365-Day Promise. Every product is covered by a Limited 365-Day Warranty against manufacturing defects and failures in materials or workmanship. Our standard remedy is always a free replacement. All sales are final, and we do not offer refunds for change of mind. Any refund, where it is offered at all, is provided at our sole discretion or where required by consumer laws that cannot be waived (see “Your statutory rights” below).

The 365-Day Promise (Limited Warranty)

If a RoverOak product develops a manufacturing defect or fails due to a fault in materials or workmanship within 365 days of delivery, we will replace it free of charge. This is a replacement guarantee. It is not a money-back guarantee, a satisfaction guarantee, or a change-of-mind return policy.

What the warranty covers

Manufacturing defects
Faults in materials or workmanship
Product failure under normal, intended use within 365 days of delivery
Items that arrive defective, damaged in transit, or incorrect

Our remedy: a free replacement, shipped at no cost to you. You keep the original item and no return shipment is required unless we specifically request it. If the item is out of stock or discontinued, we may, at our sole discretion, offer a comparable replacement, store credit, or a refund.

If your item arrives defective, damaged, or incorrect

Window: email us within 7 days of delivery.
What we need: your order number and a clear photo of the issue.
What you get: a free replacement at no cost. You keep the original item.

If your product fails within 365 days

Window: email us any time within 365 days of delivery.
What we need: your order number and a clear photo showing the fault.
What you get: a free replacement of the affected item. This covers genuine defects and failures only — not damage from misuse, chewing, drops, improper washing, cosmetic wear, or normal wear and tear.

Delivery times and orders that have not arrived

Standard delivery is 3–5 days in the continental US and longer for Hawaii/Alaska, US territories, APO/FPO/DPO, and international destinations (see our Shipping Policy). These are estimates, not guarantees. In special circumstances — customs clearance, remote or rural areas, peak periods, weather events, carrier disruptions, or an incorrect or incomplete address — delivery can take up to 20 days, and sometimes longer for international orders.

For this reason, an order cannot be treated as lost, and no refund, replacement, or chargeback is appropriate, until at least 20 days (US) or 30 days (international) have passed since the ship date. Delays caused by carriers or customs are outside our control and are not grounds for a refund.

Window: email us once it has been 20 days (US) or 30 days (international) since the ship date and tracking shows the package was not delivered.
What we need: your order number.
What you get: a free replacement at no cost. If the item is out of stock or discontinued, we may, at our sole discretion, offer store credit or a refund.

What we do not accept

All sales are final. We do not offer returns, refunds, store credit, or exchanges for any of the following, and we do not offer free trials, satisfaction guarantees, trial periods, or no-questions-asked returns:

Change of mind, buyer’s remorse, or no longer wanted
Ordering the wrong size, wrong color, or wrong product
Your dog did not like it or would not use it
Items that have been opened, used, washed, or are no longer in original condition, except where covered by the warranty above
Damage from misuse, chewing, drops, washing, or normal wear and tear
Cosmetic wear that does not affect function
Issues discovered or reported outside the windows above
Delays caused by carriers, customs, weather, or other events outside our control
Packages refused at delivery, unclaimed, or returned to us due to an incorrect or incomplete address or repeated failed delivery attempts
Packages marked delivered by the carrier but reported missing afterward (porch theft, weather damage after delivery, etc.)

We do not accept returns or exchanges by mail without prior written approval. Unauthorized returns may not be eligible for any remedy.

How to submit a claim

Email support@roveroak.com within the applicable window above.
Include your order number and, for a defect, damage, or failure claim, a clear photo of the issue.
We respond within one business day.
Approved replacements ship within 1–2 business days. Where a refund is issued at our discretion, it is processed within 3 business days; your bank typically takes another 5–10 business days to post it.

Refunds

Our standard remedy is replacement. Refunds are not issued for change of mind and are not guaranteed in any scenario. Where we choose to issue a refund, or where a refund is required under a non-excludable consumer law, it is returned to the original payment method. If that method is no longer available (closed card, expired account), we issue store credit of equivalent value.

Chargebacks

Please contact us first — we resolve almost every issue within one business day. Filing a chargeback or payment dispute for a reason outside this policy — for example, change of mind, an undelivered claim before the 20-day (US) or 30-day (international) window, items still in transit, or delays outside our control — will be documented and disputed with full order and tracking records. Customers who file chargebacks outside this policy may be declined for future orders. This does not affect any legitimate exercise of the statutory rights described below.

Final sale items

Items sold during a promotion described as “final sale,” along with gift cards, are not eligible for refund or replacement except for a verified manufacturing defect under the 7-day arrival window above, and except where a non-excludable consumer law requires otherwise.

Your statutory rights

The RoverOak 365-Day Promise is offered in addition to, and does not take away from, any rights you have under the mandatory consumer laws of your country. Those rights cannot be excluded by this policy, and nothing here is intended to limit them. Outside of these mandatory rights, all remedies are provided at our discretion as described above.

United Kingdom. If you are a UK consumer, you have the right to cancel most online orders within 14 days of delivery for any reason and receive a refund; where you cancel for a reason other than a fault, you are responsible for the cost of returning the item in its original condition. Separately, under the Consumer Rights Act 2015 you may reject faulty goods within 30 days for a refund, and you have longer-term rights to a repair or replacement.

Australia. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Canada. If you are a Canadian consumer, you may have additional rights under the consumer-protection legislation of your province or territory, including where goods are not delivered or are not as described. Residents of Quebec have rights under the Consumer Protection Act that apply in addition to this policy.

Limitations

To the fullest extent permitted by law, and subject to your statutory rights above, our maximum liability for any claim under this policy is the amount you paid for the affected product. We are not responsible for indirect, incidental, or consequential damages.

Product care (please read)

Clean the bottle’s interior with a bottle brush only — never reach fingers into the bottle opening. Both pieces are top-rack dishwasher safe. If any part of your product ever appears damaged, sharp, or defective, stop using it immediately and email support@roveroak.com with a photo — we’ll send a free replacement under the 365-Day Warranty.