Refund policy

At Otto & Ollie's Wag Market, every Mystery Wag is thoughtfully hand-curated just for you and your dog. Because each box is personalized and intended to be a surprise, we generally cannot accept returns or exchanges based on product preferences or the mystery nature of the box.

For the safety of all dogs and customers, opened Mystery Wags, opened treats, chews, consumable products, and items that have been used by a pet cannot be returned or exchanged.

If your order contains a damaged, defective, or potentially unsafe item, please contact us within 7 days of delivery. We may request photographs of the item, its packaging, and the shipping box to help us evaluate the issue. Depending on the circumstances, we may replace the item, issue store credit, provide a partial refund, or offer another appropriate resolution at our discretion.

If you believe an item included in your Mystery Wag is inappropriate for your dog's size or chewing style despite the information you provided when ordering, please reach out. While we cannot guarantee a replacement in every situation, your dog's safety is our priority, and we'll review these concerns individually to determine an appropriate solution.

Because Mystery Wags are intentionally curated surprises, we cannot offer refunds or exchanges simply because you receive a color, pattern, print, brand, flavor, design, or product that differs from your personal preference. Likewise, receiving an item that wasn't your first choice or not enjoying the surprise assortment does not qualify for a refund or exchange.

Our goal is to create a fun and memorable experience while standing behind the quality of every order. If we make a mistake or something isn't right, we'll do our best to resolve the issue promptly and fairly.

Please note that nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.