Returns & Exchanges

Every Kangapooch is handmade in Japan, and for the time being all orders ship directly from our studio in Tokyo. That means returns travel back to Japan too — so please read the conditions below before you ship, and always email us first. We'd much rather help you get the right size than have you send anything back unnecessarily: try our 30-second Size Finder first.

Exchange & Return Conditions

Exchanges and returns are accepted when all of the following are met:

Tip: try the sling on and practice with your dog indoors over clean clothing until you're sure — that keeps it exchangeable.

Free size exchanges — within 30 days

Wrong size? That's exactly why the Size Finder exists — and why exchanging for a different size is free within 30 days of delivery. We'll send the new size and cover its shipping; you just send the original back unused (one free size exchange per order). Return shipping to our Tokyo studio is the customer's responsibility; your replacement ships from us free of charge. Color exchanges are handled the same way.

1. Email us first at info@kangapooch.com with your order number and the size or color you'd like. We'll confirm your exchange and send you shipping instructions — please don't ship before hearing back.
2. Ship the original back with tracking to the address below, unused and with tags attached.
3. We inspect and ship your replacement free. Your new item is sent as soon as the original passes inspection.

Returns for Refund

Not the right fit for your life? You can return an item for a refund to your original payment method — within 7 days of delivery, and only when the conditions above are met.

1. Email us within 7 days of delivery with your order number and reason for return. We'll confirm the refund amount before you ship.
2. Ship the item back with tracking to the address below. Return shipping is the customer's responsibility unless the item arrived damaged or incorrect.
3. Refund within 10 business days of inspection. Once we receive and inspect the item, your refund is processed within 10 business days (excluding weekends and holidays), and you'll receive a confirmation email. Original shipping charges are not refunded.

What we can't accept

Damaged or incorrect items

If your order arrives damaged or you received the wrong item, email us within 7 days with a photo and your order number. We'll make it right at no cost to you — including return shipping.

5-Year Product Warranty

Every Kangapooch is covered against manufacturing defects — such as seam failure, snap or clasp failure, or fabric defects under normal use — for five years from the date of purchase. The warranty does not cover normal wear, damage from chewing, misuse, or accidents.

To make a warranty claim, email info@kangapooch.com with your order number and photos of the issue. We'll repair or replace the item at our discretion.

Return address & contact

Please include your order number inside the package. Questions? We reply within 1 business day.