Refund policy

Return & Refund Policy

Last updated: November 2025

Overview

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return or report an issue.
Because all XK9 products are made to order, returns are generally accepted only for defective, damaged, or misprinted items.

Eligibility for Returns

To be eligible for a return, your item must be:

  • In the same condition that you received it

  • Unworn or unused, with tags

  • In its original packaging

  • Accompanied by a receipt or proof of purchase

If your order arrived defective, damaged, or incorrect, please contact us immediately so we can evaluate the issue and make it right.

How to Start a Return

To begin a return or report an issue, email us at crosscanines@gmail.com with your order number and clear photos of the product.
Please do not send any items back without contacting us first. Unauthorized returns sent directly to our fulfillment centers will not be accepted or processed.

If your return is approved, we’ll provide detailed instructions on how and where to send your package, along with a prepaid return label if applicable.

Damages and Issues

Please inspect your order upon arrival. If your item is defective, damaged, or you receive the wrong product, contact us as soon as possible at crosscanines@gmail.com. We’ll review the situation and, if verified, arrange for a replacement or refund.

Exceptions / Non-Returnable Items

Because our products are made to order, we cannot accept returns for reasons such as size, color preference, or buyer’s remorse.
Additionally, we do not accept returns on:

  • Sale items or gift cards

  • Personalized or custom-name products

  • Any item returned without prior approval

If you have questions about whether your item qualifies, please reach out before sending anything back.

Exchanges

If you’d like to exchange an item, the fastest method is to request a return for the original item (if eligible). Once the return is approved, you can place a new order for the desired product.

Refunds

Once we receive and inspect your return, we’ll notify you of approval or denial.
If approved, a refund will be issued to your original payment method within 10 business days.
Please note that it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved, contact us at crosscanines@gmail.com.