Refund policy

Return & Refund Policy

Last updated: October 5, 2026

Summary: Most eligible items may be returned when a return is requested within 30 days of delivery. Once The Dock Drop approves the return and provides return instructions or a return label, the package must receive its first carrier acceptance scan within 14 calendar days. Items must be new, unused, unwashed, and returned with original packaging, tags, and accessories where applicable.

We want you to love every Dock Drop. If something isn’t quite right, we’re here to help with clear timelines, straightforward return instructions, and fair resolutions.

Return Window

  • A return request must be submitted within 30 days of delivery.
  • Items must be new, unused, and unwashed and returned in the same condition in which they were received.
  • Original packaging, tags, accessories, and included components must be returned when applicable.
  • Footwear must be tried on indoors only and returned in the original shoe box. The shoe box must be placed inside a protective outer mailer or shipping box and may not be used as the shipping container itself.
14-Day Ship-Back Requirement: Once we approve your return and send return instructions, a return authorization, or a prepaid return label, you have 14 calendar days to place the package in the carrier’s possession.

The shipment must show a carrier acceptance scan within that 14-day period. Creating or printing a shipping label without actually handing the package to the carrier does not count as shipment.

If the carrier does not accept and scan the return within 14 calendar days, the return authorization and any provided label may expire, and the return may be refused or may no longer qualify for a refund.

If an unexpected situation will prevent you from meeting the deadline, please contact us before the 14-day period expires.

Items Not Eligible for Return

  • Items marked Final Sale.
  • Opened cosmetics or beauty products.
  • Earrings and body jewelry.
  • Undergarments.
  • Swimwear without the original hygiene liner intact.
  • Personalized, monogrammed, or customized items.
  • Gift cards.

Item Condition Requirements

Returned merchandise must be in resalable condition. Returns may be refused or receive a reduced refund if the item shows signs of use or is returned in a condition different from how it was received.

Examples include, but are not limited to:

  • Visible wear, washing, or alteration.
  • Makeup, deodorant, self-tanner, or other stains.
  • Perfume, smoke, body odor, or other strong odors.
  • Pet hair or excessive lint.
  • Missing tags, accessories, packaging, or components.
  • Damage caused after delivery.

How to Start a Return

The easiest way to request a return is through your Dock Drop customer account.

  1. Click the account/profile icon on The Dock Drop or sign in to your customer account.
  2. Enter the email address used for your order and select Continue.
  3. Open the email from The Dock Drop and copy the six-digit verification code. Return to the store and enter the code. No password is required.
  4. Open the order containing the item you want to return.
  5. Select Request return.
  6. Select the item or items you wish to return.
  7. Select the reason for the return, add any helpful notes, and submit your request.
Please note: Submitting a return request does not automatically approve the return. We review each request to confirm that it meets this policy.

If approved, you will receive return instructions and, when applicable, a return shipping label.

If you cannot access the self-service return system, contact us at support@thedockdrop.com with your order number and a brief explanation of the issue.

Do not send merchandise back without an approved return request or return authorization. Returns sent to an incorrect address or without authorization may be refused.

Return Shipping

Customer-Choice Returns: Customers are responsible for return shipping when the return is due to fit, preference, change of mind, or ordering the wrong size or color, unless otherwise stated in the return instructions.

Damaged, Defective, or Incorrect Items: If your order arrived damaged or defective, or we shipped the wrong item, we will provide a prepaid return label or another appropriate resolution.

Original shipping charges, expedited-shipping fees, and vendor-applied shipping fees are non-refundable unless required by law or unless the charge resulted from our error.

Dock Drop Partnership™ Items

Some products ship directly from trusted Dock Drop partners or suppliers. These items generally follow the same 30-day return-request window, 14-day ship-back requirement, and condition requirements unless otherwise stated on the product page or in the return instructions.

Exchanges

The fastest way to receive a different size or color is usually to place a new order for the item you want and return the original eligible item for a refund.

If you prefer an exchange, contact us and we will let you know whether the requested item is available. Exchange availability is not guaranteed.

Refunds

  • Once your return is delivered and inspected, approved refunds are typically issued within 3–5 business days to your original payment method.
  • Your bank or card issuer may require an additional 3–10 business days to post the credit.
  • Original shipping charges, expedited-shipping fees, and vendor-applied shipping fees are non-refundable unless otherwise required.
  • Items returned used, worn, washed, damaged after delivery, missing parts, missing tags, or without required packaging may be refused or may qualify only for a partial refund.
  • Returns shipped after the 14-day ship-back deadline are not guaranteed to be accepted or refunded.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact support@thedockdrop.com within 7 days of delivery.

Please include:

  • Your order number.
  • A brief description of the issue.
  • Clear photos of the item.
  • Photos of the packaging when relevant.

We will review the issue and provide an appropriate replacement, refund, prepaid return label, or other resolution.

Order Changes & Cancellations

We move quickly to begin fulfilling orders. If you need to change or cancel an order, contact us as soon as possible at support@thedockdrop.com. We will do our best to help, but changes and cancellations are not guaranteed once fulfillment has started.

Need a Hand?

Email: support@thedockdrop.com  |  Phone: (505) 433-7758

WestWorks LLC dba The Dock Drop
4405 Jager Dr NE Ste C4 #15
Rio Rancho, NM 87144
United States

The Dock Drop Promise: Shop confidently with clear policies, responsive support, and fair resolutions.