FAQs

EcoBark Return & Exchange Policy

We want you and your pup to love your EcoBark gear! We will gladly accept returns and exchanges within 30 days of delivery.

To ensure a smooth process, please review our guidelines before mailing back your items:

• Condition: All returned items must be brand new, unwashed, and completely hair-free.
• Chew Damage: Unfortunately, we cannot accept returns or exchanges for products that have been damaged as a result of chewing or biting.
• What to Include: Please place a note inside your package containing your name and order number. Let us know if you are requesting a return or an exchange (and if exchanging, please specify your desired pattern and size).
• Shipping: We highly recommend adding tracking to your package to ensure it safely reaches our warehouse.

Where to Ship

Please mail your return or exchange to the following address:

EcoBark Pet Supplies
220 N Jupiter Ave
Clearwater, FL 33755

What Happens Next

Once your package is received, inspected, and approved based on our policy above, please allow 2-5 business days for processing.

• For Returns: A credit will be applied to your original form of payment, typically appearing within 24-48 hours after processing.
• For Exchanges: Please email us at 727-614-1522 before mailing your package so we can verify we have your requested size or item in stock.

Return Shipping Details

Please note that EcoBark does not provide free return labels, and customers are responsible for all return shipping costs.

• Choosing a Carrier: You are welcome to use any shipping carrier you prefer. For the most cost-effective rates, we typically recommend USPS for U.S. orders and your local postal service for international orders.
• Tracking Your Package: As a reminder, we highly recommend adding a tracking number to your shipment to ensure it safely reaches our warehouse.

Return Window

We gladly accept returns and exchanges for up to 30 days after your purchase. To be eligible, please ensure your return package is postmarked within this 30-day window.

Here is a polished and customer-friendly version of your shipping and gift card policies, formatted to match the clean look of the previous sections:

U.S. Shipping Rates

Starting February 25, 2026, we are excited to offer Free Standard Shipping on all U.S. orders ONLY of $30 or more! For orders under $30, a flat-rate shipping fee of $7.99 applies.

Using Gift Cards for Shipping

• Purchased Gift Cards: Standard gift cards bought directly from ecobarkpet.com can be applied to your entire order total, including shipping costs.
• Promotional Gift Cards: Store credit from giveaways, ambassador perks, and other promotional events can be used toward products only, and cannot be applied to shipping fees.

Processing & Delivery Times

Most orders are processed and leave our warehouse within 1-3 business days. Once your order has shipped, estimated delivery times are:

• U.S. Orders: 2-5 business days
• International Orders: 7-21 business days

Please note: During the holiday season, or due to widespread courier delays, packages may take additional time to arrive. You may also experience delays in USPS tracking updates during these peak times.

Double-Check Your Address

Please review your shipping address carefully before finalizing your order! Our system routes orders directly to our warehouse for immediate processing, meaning we are unable to change addresses or intercept packages once an order is submitted. We highly encourage using the confirmation box at checkout to verify your details.

Returned Packages & Address Errors

If a package is returned to us due to an incorrect or incomplete address, please note that original shipping costs are non-refundable. Because the shipping carrier has already performed the attempted delivery service, we cannot refund the original shipping fees (including the $7.99 U.S. flat rate, the $19.99 Canada fee, or calculated international rates).

If this happens, we offer two options to help resolve the issue:

• Standard Refund: Once the original package arrives back at our warehouse, we will issue a refund for the cost of the items only. You are then welcome to place a new order using the corrected address.
• One-Time Re-ship Exception: We want your pup to get their gear as quickly as possible! As a one-time courtesy, we can immediately ship a duplicate order to your correct address. EcoBark will cover the cost of the replacement items; you will only be responsible for paying the new shipping fee.

Carrier Delays & Tracking Issues

While our team works hard to pack and ship your orders quickly, shipping carriers nationwide are currently experiencing significant transit delays once packages leave our warehouse. We understand how frustrating it is to wait longer than expected for your pup's new gear!

Package Marked "Delivered" but Not Received?

We are currently seeing an industry-wide trend where shipping carriers prematurely mark packages as "Delivered" up to a few days before they actually arrive at your doorstep.

Because these are widespread carrier issues, our support team only has access to the exact same tracking information that you see on your end.

While we are unable to expedite the transit process or immediately file a carrier claim, we are still here to help guide you through it!.

If your tracking link shows "Delivered" but your order is nowhere to be found, don't panic! Due to the carrier syncing delays mentioned above, we are currently seeing packages arrive up to 7 days after being marked as delivered.

While you wait, we recommend taking the following steps:

• Check Your Surroundings: Double-check with your neighbors, building concierge, or front desk to ensure the package wasn't inadvertently dropped off at the wrong door or mailbox.
• Give it a Little Time: In almost all cases, the package will safely turn up within a few days of the premature delivery scan.
• Contact Us: If it has been 7 business days since your package was marked as delivered and it still hasn't arrived, please call us at 727-614-1522 so we can step in and help!

Understanding Your Tracking Updates

We know how exciting it is to watch your tracking link and count down the days until your pup's new gear arrives! Recently, however, shipping carriers have been experiencing widespread syncing delays, meaning your tracking information may not always update in real-time.

It is currently very common to see the following tracking quirks:

• Delayed Updates: A package is safely delivered to your doorstep, but the online tracking link continues to say "In-Transit" for several days.

• Premature Delivery Scans: A package is marked as "Delivered" online, but does not physically arrive until a few days later.

While EcoBark cannot physically speed up the delivery or force the carrier's system to update, please rest assured that your package is safely on its way. We deeply appreciate your patience and understanding as our shipping partners work to get your order to you!