Refund policy

Shipping & Returns

Shipping
Orders ship the next business day from the Rocky Mountains of Utah. We ship via USPS First Class, with delivery typically taking 2–5 business days depending on your location. Shipping is available within the U.S., including Alaska (excluding Puerto Rico).

Returns & Exchanges

We’re happy to offer returns and free exchanges.

Exchanges

  • Size exchanges are free

  • Exchanges are processed 3–5 business days after we receive your return

Returns

  • Returns must be initiated and postmarked within 30 days of delivery, as confirmed by the carrier

  • Items must be unworn, in sellable condition, with tags attached

  • Returns are accepted for any reason within the 30-day window

To start a return or exchange, email support@ketchi.com and we’ll help you get it set up.

Return Shipping & Fees

  • We do not cover return shipping

  • If a return label is provided for convenience, $10 will be deducted from your refund

  • Original shipping charges (if any) are non-refundable

Please include a note in your return package with your order number and reason for return so we can process your refund correctly. Refunds are typically processed within 3–5 business days after your return arrives.

After a refund is issued, it may take additional time for the funds to appear on your original form of payment. This timing is controlled by your bank or payment provider, not Ketchi.

Typical timelines:

  • Credit/Debit cards: 3–10 business days

  • PayPal: 1–5 business days

  • Shop Pay / Apple Pay / Google Pay: 3–10 business days

If you don’t see the refund after 10 business days from the time you receive the email notification from us stating the refund has been processed, we recommend checking with your bank or payment provider first.

Condition & Cleaning Policy

Returned items must be received in clean, unworn, sellable condition.

Returns with excessive dog or cat hair will incur a $10 cleaning fee, which will be deducted from the refund.