Start My Exchange!

Growing fast? We've got you covered. Complete the form below to start your exchange. We'll email you the next steps for returning your item.

*Fields marked with an asterisk are required. We may contact you to clarify any missing information we need from you.

Got questions? We have answers!

FAQ

What is the Step Up™ Size Exchange Program?

The Step Up™ Size Exchange Program gives you peace of mind as your puppy grows. When purchased with an eligible Petgrove harness, it allows you to exchange your harness one time for the next size up of the same style if your puppy outgrows it within the program period. It's an easy way to keep your pup comfortable, secure, and ready for every adventure—without having to purchase a brand new harness.

What if my order contains multiple harnesses or collars?

The Step Up™ Size Exchange Program is purchased on a per-item basis. If you'd like every eligible harness or collar in your order to be covered, you'll need to add a separate Step Up™ plan for each item.

For example, if you purchase 3 harnesses and 3 collars, you can add 6 Step Up™ plans to cover every item. Alternatively, you may purchase one harness Step Up™ plan and one collar Step Up™ plan, which can each be redeemed for any one eligible harness or collar from that order.

How much is the Step Up™ plan?

  • Harnesses: $18.99 per harness
  • Collars: $11.99 per collar

What happens to the products that are returned?

Whenever possible, returned products are donated to local animal shelters, rescue organizations, and nonprofit groups so they can continue making a difference. By giving eligible items a second life, we're able to support pets in need while reducing unnecessary waste.

Who pays for shipping?

You are responsible for the cost of shipping your original item back to Petgrove. Once it's received and approved, we'll send your replacement in the next size with complimentary standard shipping.

What design will I get?

You will receive the larger item in the same pattern originally purchased. For example, if you bought a small harness with the Step Up™ Program and your puppy outgrew it, we will exchange it for the same harness in a larger size.

How many times can I redeem?

Petgrove will replace the harness or collar only once. The plan will then be considered fulfilled and no other exchanges/returns will be accepted.

How do I start the exchange process?

What happens if my style is out of stock?

You will be able to choose a different pattern from the same collection/ style of harness.

Where do I ship my product to?

You must return the current collar and/or harness to the following address: Petgrove 2735 Hassert Blvd Suite 135 PMB 2024 Naperville, IL 60564

The collar or harness must be in wearable condition. Items with major tears, cuts, or damage will not be replaced. Normal wear/tear is acceptable and, in fact, expected! The PUP is not intended to replace damaged items because of biting or other intentional physical harm.

What if I purchase the Step Up™ Program and did not use it?

Reach out to support@petgrove.com. We will issue a full refund!

Can I use Step Up™ if I purchased my harness from Amazon, eBay, or another retailer?

At this time, the Step Up™ Size Exchange Program is available exclusively for eligible products purchased directly from Petgrove.com. Because the program must be added to your order at checkout, purchases made through Amazon, eBay, Etsy, or other third-party retailers are NOT eligible for Step Up™ coverage.

Didn’t find the answer you were looking for?

If you have any additional questions, please don’t hesitate to reach out to us at support@petgrove.com. Our team will be happy to assist you and will get back to you promptly.