Refund policy

We're proud to make products that support dogs and their people, and we want you to feel confident in every purchase. If something isn't right, we're here to make the process as easy as possible.

Please note: returns and exchanges are available for orders shipped within the United States and Canada only. For international orders, please contact customerservice@blue-9.com, and our team will do their best to assist you.

Exchanges

If you need a different size or color, you can request an exchange within 30 days of delivery for orders shipped to the United States and Canada. For international orders, please contact customerservice@blue-9.com, and our team will do their best to assist you.

When you're ready, visit our Exchange & Return Center and enter your Blue-9 order number, which you can find in your order confirmation email.

If you purchased Checkout+ protection at checkout, your exchange shipping is completely free. If not, return shipping will be your responsibility — we'll still cover the cost of getting the new item to you.

We offer instant exchanges so your new item ships right away. A temporary hold will be placed on your payment method for the value of the exchanged item and will be released once we receive and process your return.

Please note that instant exchanges are not available for damaged or defective items. In those cases, please submit a return request instead.

Unsure about sizing before you exchange? Reach out to us at customerservice@blue-9.com, we're happy to help you find the right fit before you start a return.

Returns

We accept returns within 30 days of delivery for orders shipped to the United States and Canada. For international orders, please contact customerservice@blue-9.com, and our team will do their best to assist you.

To begin, visit our Exchange & Return Center and enter your Blue-9 order number from your confirmation email.

If you purchased Checkout+ protection at checkout, your return shipping is free. If not, return shipping is your responsibility — unless you received a damaged, defective, or incorrect item, in which case we'll cover it with a prepaid label.

All returned items are inspected upon receipt. To be eligible for a full refund, items must be returned with original packaging, manuals, tags, and all included components. Items returned incomplete are subject to a $10 restocking fee deducted from the refund total (does not apply to returns of damaged, defective, or incorrect items). Items that are heavily used, soiled, or missing components beyond packaging may not be eligible for a refund.

Purchases made through third-party retailers are subject to those retailers' individual return policies and cannot be processed through our returns center.

Reseller returns require pre-authorization and will not be accepted without written consent from Blue-9. Approved reseller returns are subject to a 20% restocking fee and return freight costs. Contact wholesale@blue-9.com to initiate a request.

Refunds

We do not issue refunds automatically upon label scan or while your package is in transit. Refunds are issued after your return has been received and inspected at our warehouse.

Once your return is processed, your refund will be applied within 3-5 business days. Depending on your payment method, it may take an additional 3–10 business days to appear on your account. Original shipping charges are non-refundable. Any applicable restocking fees will be deducted from your refund total.

Store credit is also available as an alternative to a refund on eligible returns and will be issued upon inspection, and if requested at the time of the return request submission.

Chew Policy

We know dogs chew EVERYTHING, especially new or novel items like a shiny new harness. Our premium soft-touch nylon has a 3500lb test strength. You could tow a small vehicle with it! Our nylon doesn’t rip or fray when worn by a dog. It doesn’t matter how big or strong, or how much you use it, it does not fray on its own.

We know it can take less than 5 seconds for a dog to rip into a strap when left unattended. Note: the same is true for KEVLAR webbing. Yep, you heard right. The same material that stops bullets for our uniformed officers is still no match for our dog’s teeth and jaws that were designed to snap through animal bones as if they were toothpicks.

In each package of a Balance Harness, we include our chew prevention tips. We also offer a 90-day chew warranty. Your harness is most at risk of chew damage during the first month or so that your dog is wearing the harness. As they get used to the new sensation, we recommend watching them like a hawk during this time period to prevent chew damage.

We’ve got you covered though if they manage to sneak in a few chews! In the event your dog chews on their harness rendering it unusable, we’d like to provide a chew warranty offer. Our Chew Warranty is available for customers who report and return chew damaged harnesses within 90-days of purchase. Pending receipt of photos of the chewed harness, Blue-9 will email you with a promotion code for a 50% savings on the purchase of a replacement harness.

Blue-9 Pet Products Balance Harness One-Year Extended Warranty

For those looking for added peace of mind, Blue-9 Pet Products offers a One-Year Extended Warranty for the Balance Harness. This comprehensive warranty provides protection against chewing damage, manufacturing defects, hardware failures, and more. Available for just $4.00, the warranty must be purchased at the same time as the Balance Harness directly from Blue-9 Pet Products.

Warranty Coverage Includes:

Chewing Damage: Offers replacement for damages caused by chewing during the one-year warranty period.
Hardware Failures: Includes defects or failures of buckles, clips, rings, or other hardware components.
Stitching and Seam Defects: Protects against failures in seams or stitching that affect the product's use.

How to Claim:

To activate your one-year warranty, complete the warranty form available on our website. If your claim is approved, we will replace your Balance Harness with a new harness of the same size and color as your original purchase. You will not be charged for the replacement Balance Harness, but you will be charged for the cost to ship the replacement.

Please Note:

While we strive to offer comprehensive protection, the following are not covered under this warranty:

Lost or outgrown harnesses.
Fully functional items that do not exhibit defects or damages covered under this warranty.
Normal wear and tear, such as fading, scratches, or odor resulting from regular use.
Intentional damage or repeated misuse of the product.
Items received as donations, sponsorships, or free promotions.
Products purchased through third-party sellers or not directly from Blue-9.
Products purchased by wholesale customers.
Replacement items provided under this warranty.

The cost to ship the replacement harness is not covered and will be the responsibility of the customer to pay.

Blue-9 Pet Products reserves the right to limit the number of replacements provided under this warranty if excessive use or abuse of warranty policies is detected.

Warranty Terms and Conditions:

Eligibility: The warranty applies exclusively to Balance Harnesses purchased directly from Blue-9 Pet Products with the extended warranty purchased at the same time. Proof of purchase is required to validate coverage.
Warranty Activation and Duration: The warranty is valid for one (1) year from the original purchase date of the Balance Harness.
Replacement Policy: At Blue-9 Pet Products’ discretion, defective products will be repaired or replaced with the same or comparable product. If the exact product is unavailable, a product of equal value may be offered. Replacement does not extend the original warranty period. The cost to ship the replacement harness is not covered and is the responsibility of the customer to pay.
Claim Requirements: Customers must submit proof of purchase and provide a detailed description of the issue with clear photographs of the harness.

Legal Notice:

This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

For questions, assistance, or to submit a claim, please contact Blue-9 Pet Products at customerservice@blue-9.com.