Refund policy

Our 30-Day Game Day Guarantee

We want your dog to be the star of game day. If something isn't right, you have 30 days from the day your order is delivered to let us know.

Damaged, defective or wrong item

  • If your costume arrives damaged or defective, or you received the wrong team or size, email us at icehound@outlook.com within 30 days of delivery.
  • Include your order number and a photo of the problem.
  • We'll send a free replacement or give you a full refund, whichever you prefer. You won't need to send anything back.

Wrong size?

  • Check the size chart on the product page before ordering. Measure your dog's neck, chest and back length.
  • If the size doesn't fit, email us within 30 days of delivery with your order number and the size you need.
  • Send the costume back unworn (try-on only), clean and in its original packaging, and we'll ship the new size as soon as the return arrives.
  • Return shipping for size exchanges is paid by the customer.

Changed your mind?

  • You can return unworn items in their original condition and packaging within 30 days of delivery.
  • Email icehound@outlook.com with your order number first, and we'll send you the return address and instructions. Items sent back without contacting us first can't be accepted.
  • Return shipping costs are paid by the customer and are non-refundable.
  • For hygiene reasons, costumes that have been worn outdoors, washed, chewed or have pet hair on them can't be returned for change-of-mind reasons.

Refunds

  • Once your return is received and inspected, we'll email you to confirm.
  • Approved refunds go back to your original payment method within 5–10 business days. Your bank may take a few extra days to post it.
  • Original shipping charges (including Skip The Line) are non-refundable unless the item arrived damaged, defective or incorrect.

Shipping protection

If you added shipping protection (or got it free with a bundle) and your package is lost, stolen or damaged in transit, contact us within 30 days of the expected delivery date and we'll reship your order at no cost.

Questions? Email icehound@outlook.com and we'll get back to you within 1–2 business days.