Shipping and returns

Amazon handles the order

This website does not sell, ship or process returns. Every order is placed with Amazon and fulfilled from an Amazon warehouse. Amazon's shipping, returns and refunds policies apply, and they set the delivery estimate, the return window and the refund method.

That is not us passing you along. Amazon holds the order record and can reship, refund or cancel immediately. We hold none of that and would only be sending you back to them with a day lost.

Where to start

1. Open Your Orders on Amazon and find the order.
2. Use the order's own options — track the parcel, start a return, or request a refund. Most delivery and returns questions are resolved there without talking to anyone.
3. If Amazon support cannot resolve it, come back to us with the order number and we will do what we can from our side.

What we do not have

We never receive your delivery address, your payment details or your card. That means we cannot look up an order, change an address, cancel a shipment or issue a refund. If you write to us about one of those, our honest answer will be to point you at Amazon — so save yourself the round trip.

If the seat arrives faulty

A defect is different from a return, and we do want to hear about it. Stitching that has failed, a frame that arrived cracked, a zip that will not run, hardware that is missing — tell us.

Amazon's returns process is still the fastest route to a replacement, so start there. But write to us as well at contact@gemnyestore.com with photographs and, if you have it, the order number. Two reasons: we will help you get it resolved, and a fault we do not hear about is a fault we cannot fix in the next production run.

Nothing on this page limits any statutory right you have as a consumer.

Before you buy, not after

The most common reason a seat comes back is that it was the wrong size for the dog. That is avoidable and it is on us to help you avoid it.

We are not publishing a weight limit at the moment. The figure we used to show came from marketing images rather than the manufacturer's specification sheet, so we withdrew it rather than repeat a number we cannot stand behind, and the fit tool is out of service until there is a confirmed one.

In the meantime, write to us with your dog's weight and back length before you order. We would rather answer an email than process a return.

Wholesale and trade

Retail orders go through Amazon. If you are a retailer and want to stock the seat, that is a different conversation — use the contact form and pick "Wholesale".