What do I do if my order arrived damaged?

We're so sorry your order arrived damaged. Let's get it fixed.

Did you add XCover shipping protection?

If you added XCover shipping protection at checkout, you can file your claim for a package damaged in transit with XCover: https://www.xcover.com/en-us/claim

How to report it through our Redo portal

If you didn't add XCover shipping protection, here's how to report the damage to us:

1. Go to our Redo returns portal: https://airdogusa.com/apps/redo/account/login
2. Enter your ZIP code and name.
3. Click "Start a Return."
4. Add photos of the damage and the box. Photos help us move faster.

Will I pay for return shipping?

No. If your package was damaged in transit, there's no charge to send it back.

Is there a time limit?

Yes. Please check your order as soon as it's delivered. Shipping damage must be reported within 14 days of receiving the product.

When will I get my replacement or refund?

Once your return is received and approved, your refund is processed within 1 to 3 business days to your original payment method. Your bank may take a few extra days to show it. If you'd rather have a replacement, choose an exchange in the portal.

Having trouble with the portal? Contact us and we'll help you through it.

Still need help?

We're real people and we're happy to help. Our support team is available Monday to Friday, 7am to 3pm Pacific. Email support@airdogusa.com or call 1-800-958-9609 (toll-free), and we'll reply within 1 business day. It helps to include your order number, which Airdog you have, and a photo or short video if something isn't working right.