Policies

our policies

At Birchwood & Bark, we’re committed to providing high-quality products and excellent customer service. Below, you'll find everything you need to know about our policies, including privacy, refunds, returns, and warranties. If you have any questions, feel free to reach out—we’re happy to help!

Title

Last updated: January 2025

1. Privacy Policy

2. Refund Policy

3. Shipping & Return Policy

4. Cancellation Policy

5. Terms of Service

1. Privacy policy

This Privacy Policy describes how Birchwood & Bark (the "Site", "we", "us", or "our") collects, uses, and discloses your personal information when you visit, use our services, or make a purchase from birchwoodandbark.com (the "Site") or otherwise communicate with us regarding the Site (collectively, the "Services"). For purposes of this Privacy Policy, "you" and "your" means you as the user of the Services, whether you are a customer, website visitor, or another individual whose information we have collected pursuant to this Privacy Policy.

Please read this Privacy Policy carefully. By using and accessing any of the Services, you agree to the collection, use, and disclosure of your information as described in this Privacy Policy. If you do not agree to this Privacy Policy, please do not use or access any of the Services.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time, including to reflect changes to our practices or for other operational, legal, or regulatory reasons. We will post the revised Privacy Policy on the Site, update the "Last updated" date and take any other steps required by applicable law.

How We Collect and Use Your Personal Information

To provide the Services, we collect and have collected over the past 12 months personal information about you from a variety of sources, as set out below. The information that we collect and use varies depending on how you interact with us.

In addition to the specific uses set out below, we may use information we collect about you to communicate with you, provide or improve or improve the Services, comply with any applicable legal obligations, enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

We partner with Microsoft Clarity and Microsoft Advertising to understand how you use and interact with our website through behavioral metrics, heatmaps, and session replay to improve and market our products and services. Website usage data is captured using first- and third-party cookies and other tracking technologies to analyze website activity, assess product popularity, and enhance user experience. This information is also used for site optimization, fraud prevention, security, and advertising purposes. For more information about how Microsoft collects and uses your data, visit the Microsoft Privacy Statement.

What Personal Information We Collect

The types of personal information we obtain about you depends on how you interact with our Site and use our Services. When we use the term "personal information", we are referring to information that identifies, relates to, describes or can be associated with you. The following sections describe the categories and specific types of personal information we collect.

Information We Collect Directly from You

Information that you directly submit to us through our Services may include:

Contact details including your name, address, phone number, and email.
Order information including your name, billing address, shipping address, payment confirmation, email address, and phone number.
Account information including your username, password, security questions and other information used for account security purposes.
Shopping information including the items you view, put in your cart, saved into your account like loyalty points, reviews, referrals or gift cards, or purchases.
- Loyalty points/product reviews/referrals/gift cards saved
Customer support information including the information you choose to include in communications with us, for example, when sending a message through the Services.

Some features of the Services may require you to directly provide us with certain information about yourself. You may elect not to provide this information, but doing so may prevent you from using or accessing these features.

Information We Collect about Your Usage

We may also automatically collect certain information about your interaction with the Services ("Usage Data"). To do this, we may use cookies, pixels and similar technologies ("Cookies"). Usage Data may include information about how you access and use our Site and your account, including device information, browser information, information about your network connection, your IP address and other information regarding your interaction with the Services.

Information We Obtain from Third Parties

Finally, we may obtain information about you from third parties, including from vendors and service providers who may collect information on our behalf, such as:

Companies who support our Site and Services, such as Shopify.
Our payment processors, who collect payment information (e.g., bank account, credit or debit card information, billing address) to process your payment in order to fulfill your orders and provide you with products or services you have requested, in order to perform our contract with you.
When you visit our Site, open or click on emails we send you, or interact with our Services or advertisements, we, or third parties we work with, may automatically collect certain information using online tracking technologies such as pixels, web beacons, software developer kits, third-party libraries, and cookies.

Any information we obtain from third parties will be treated in accordance with this Privacy Policy. Also see the section below, Third Party Websites and Links.

How We Use Your Personal Information

Providing Products and Services. We use your personal information to provide you with the Services in order to perform our contract with you, including processing your payments, fulfilling your orders, sending notifications to you related to your account, purchases, returns, exchanges or other transactions, to create, maintain and otherwise manage your account, to arrange for shipping, facilitate any returns and exchanges and other features and functionalities related to your account. We may also enhance your shopping experience by enabling Shopify to match your account with other Shopify services that you may choose to use. In this case, Shopify will process your information as set forth in its Privacy Policy and Consumer Privacy Policy.
Marketing and Advertising. We may use your personal information for marketing and promotional purposes, such as to send marketing, advertising and promotional communications by email, text message or postal mail, and to show you advertisements for products or services. This may include using your personal information to better tailor the Services and advertising on our Site and other websites.
Security and Fraud Prevention. We use your personal information to detect, investigate or take action regarding possible fraudulent, illegal or malicious activity. If you choose to use the Services and register an account, you are responsible for keeping your account credentials safe. We highly recommend that you do not share your username, password, or other access details with anyone else. If you believe your account has been compromised, please contact us immediately.
Communicating with You and Service Improvement. We use your personal information to provide you with customer support and improve our Services. This is in our legitimate interests in order to be responsive to you, to provide effective services to you, and to maintain our business relationship with you

How We Use Your Personal Information

Like many websites, we use Cookies on our Site. For specific information about the Cookies that we use related to powering our store with Shopify, see https://www.shopify.com/legal/cookies. We use Cookies to power and improve our Site and our Services (including to remember your actions and preferences), to run analytics and better understand user interaction with the Services (in our legitimate interests to administer, improve and optimize the Services). We may also permit third parties and services providers to use Cookies on our Site to better tailor the services, products and advertising on our Site and other websites.

Most browsers automatically accept Cookies by default, but you can choose to set your browser to remove or reject Cookies through your browser controls. Please keep in mind that removing or blocking Cookies can negatively impact your user experience and may cause some of the Services, including certain features and general functionality, to work incorrectly or no longer be available. Additionally, blocking Cookies may not completely prevent how we share information with third parties such as our advertising partners.

Please note that while your browser may allow you to transmit a “do not track” signal, like many websites, our Site is not designed to respond to such signals. To learn more about “do not track” signals, you can visit http://www.allaboutdnt.com/.

How We Disclose Personal Information

In certain circumstances, we may disclose your personal information to third parties for contract fulfillment purposes, legitimate purposes and other reasons subject to this Privacy Policy. Such circumstances may include:

With vendors or other third parties who perform services on our behalf (e.g., IT management, payment processing, data analytics, customer support, cloud storage, fulfillment and shipping).
With business and marketing partners to provide services and advertise to you. Our business and marketing partners will use your information in accordance with their own privacy notices.
When you direct, request us or otherwise consent to our disclosure of certain information to third parties, such as to ship you products or through your use of social media widgets or login integrations, with your consent.
With our affiliates or otherwise within our corporate group, in our legitimate interests to run a successful business.
In connection with a business transaction such as a merger or bankruptcy, to comply with any applicable legal obligations (including to respond to subpoenas, search warrants and similar requests), to enforce any applicable terms of service, and to protect or defend the Services, our rights, and the rights of our users or others.

We have in the past 12 months disclosed the following categories of personal information and sensitive personal information about users for the purposes set out above in "How we Collect and Use your Personal Information" and "How we Disclose Personal Information":

Category

Identifiers such as basic contact details and certain order and account information
Personal information categories listed in the California Customer Records statute such as basic contact details and certain order and account information
Commercial information such as order information, shopping information and customer support information
Internet or other similar network activity, such as Usage Data
Geolocation data such as locations determined by an IP address or other technical measures

Categories of Recipients

Vendors and third parties who perform services on our behalf (such as Internet service providers, payment processors, fulfillment partners, customer support partners and data analytics providers)
Business and marketing partners
Affiliates

We do not use or disclose sensitive personal information without your consent or for the purposes of inferring characteristics about you.

User Generated Content

The Services may enable you to post product reviews and other user-generated content. If you choose to submit user generated content to any public area of the Services, this content will be public and accessible by anyone.

We do not control who will have access to the information that you choose to make available to others, and cannot ensure that parties who have access to such information will respect your privacy or keep it secure. We are not responsible for the privacy or security of any information that you make publicly available, or for the accuracy, use or misuse of any information that you disclose or receive from third parties.

Third Party Websites and Links

Our Site may provide links to websites or other online platforms operated by third parties. If you follow links to sites not affiliated or controlled by us, you should review their privacy and security policies and other terms and conditions. We do not guarantee and are not responsible for the privacy or security of such sites, including the accuracy, completeness, or reliability of information found on these sites. Information you provide on public or semi-public venues, including information you share on third-party social networking platforms may also be viewable by other users of the Services and/or users of those third-party platforms without limitation as to its use by us or by a third party. Our inclusion of such links does not, by itself, imply any endorsement of the content on such platforms or of their owners or operators, except as disclosed on the Services.

Children's Data

The Services are not intended to be used by children, and we do not knowingly collect any personal information about children. If you are the parent or guardian of a child who has provided us with their personal information, you may contact us using the contact details set out below to request that it be deleted.

As of the Effective Date of this Privacy Policy, we do not have actual knowledge that we “share” or “sell” (as those terms are defined in applicable law) personal information of individuals under 16 years of age.

Security and Retention of Your Information

Please be aware that no security measures are perfect or impenetrable, and we cannot guarantee “perfect security.” In addition, any information you send to us may not be secure while in transit. We recommend that you do not use insecure channels to communicate sensitive or confidential information to us.

How long we retain your personal information depends on different factors, such as whether we need the information to maintain your account, to provide the Services, comply with legal obligations, resolve disputes or enforce other applicable contracts and policies.

Your Rights

Depending on where you live, you may have some or all of the rights listed below in relation to your personal information. However, these rights are not absolute, may apply only in certain circumstances and, in certain cases, we may decline your request as permitted by law.

Right to Access / Know: You may have a right to request access to personal information that we hold about you, including details relating to the ways in which we use and share your information.
Right to Delete: You may have a right to request that we delete personal information we maintain about you.
Right to Correct: You may have a right to request that we correct inaccurate personal information we maintain about you.
Right of Portability: You may have a right to receive a copy of the personal information we hold about you and to request that we transfer it to a third party, in certain circumstances and with certain exceptions.
Restriction of Processing: You may have the right to ask us to stop or restrict our processing of personal information.
Withdrawal of Consent: Where we rely on consent to process your personal information, you may have the right to withdraw this consent.
Appeal: You may have a right to appeal our decision if we decline to process your request. You can do so by replying directly to our denial.
Managing Communication Preferences: We may send you promotional emails, and you may opt out of receiving these at any time by using the unsubscribe option displayed in our emails to you. If you opt out, we may still send you non-promotional emails, such as those about your account or orders that you have made.

You may exercise any of these rights where indicated on our Site or by contacting us using the contact details provided below.

We will not discriminate against you for exercising any of these rights. We may need to collect information from you to verify your identity, such as your email address or account information, before providing a substantive response to the request. In accordance with applicable laws, you may designate an authorized agent to make requests on your behalf to exercise your rights. Before accepting such a request from an agent, we will require that the agent provide proof you have authorized them to act on your behalf, and we may need you to verify your identity directly with us. We will respond to your request in a timely manner as required under applicable law.

Complaints

If you have complaints about how we process your personal information, please contact us using the contact details provided below. If you are not satisfied with our response to your complaint, depending on where you live you may have the right to appeal our decision by contacting us using the contact details set out below, or lodge your complaint with your local data protection authority.

International Users

Please note that we may transfer, store and process your personal information outside the country you live in. Your personal information is also processed by staff and third party service providers and partners in these countries.

If we transfer your personal information out of Europe, we will rely on recognized transfer mechanisms like the European Commission's Standard Contractual Clauses, or any equivalent contracts issued by the relevant competent authority of the UK, as relevant, unless the data transfer is to a country that has been determined to provide an adequate level of protection.

Contact

Should you have any questions about our privacy practices or this Privacy Policy, or if you would like to exercise any of the rights available to you, please call or email us at stevie@birchwoodandbark.com or contact us at 4210 Waterfront Parkway, Orlando, FL, 32806, US.

2. Refund policy

We want you to be satisfied with your Birchwood & Bark Dog Bed. If you need to return or exchange the size of your bed, please ensure the vacuum seal remains unopened. Return requests must be made within 14 days of purchase. To qualify for a refund or exchange, the dog bed must remain unopened, and covers and linings must be unused. If you meet these conditions and wish to proceed with a return, please contact our friendly team at support@birchwoodandbark.com for further instructions. Please note that return shipping costs are the customer's responsibility.

Once we receive your return, we will notify you via email. After inspecting the item to ensure it is unused, we will process your refund to the original payment method, minus shipping costs.

For items with manufacturing defects, contact us at support@birchwoodandbark.com as soon as possible with photos of the defect, and we will guide you through the next steps.

Due to hygiene reasons and the difficulty of re-packaging once the vacuum seal is broken, we cannot accept returns if the bed has been opened. If you have concerns about the bed's size after delivery, please do not open the package. Instead, reach out to our team at support@birchwoodandbark.com or via live chat to arrange a return, provided the bed remains vacuum sealed.

3. Shipping & return policy

At Birchwood & Bark, your satisfaction is our priority. If you need to return or exchange your dog bed, please ensure the vacuum seal remains unopened. Returns or exchanges must be requested within 30 days of purchase. To qualify, the bed must be unused, with the vacuum seal intact and all covers and linings in their original condition.

To initiate a return, please contact our customer support team at support@birchwoodandbark.com. Please note that return shipping costs are the responsibility of the customer.

Once we receive your return, we will inspect the item. If it meets the return criteria, we will process a refund to your original payment method, minus the original shipping costs.

Manufacturing Defects:
If your item has a manufacturing defect, please contact us immediately at support@birchwoodandbark.com with photos of the defect. We will assist you with the next steps.

Hygiene Policy:
For hygiene and safety reasons, we cannot accept returns if the vacuum seal has been opened. If you have concerns about the bed's size upon delivery, please contact us before opening the package. Our team will assist with a return, provided the bed remains unopened.

4. Cancellation policy

Some items in our store may be offered to you as a subscription, a pre-order or try before you buy. This cancellation policy lays out how you can change or cancel these kinds of purchases.
Subscriptions
When you purchase a subscription you'll receive repeat deliveries. These are based on the subscription duration and frequency that you select.
Your payment details will be stored securely and you'll be charged for each of these deliveries, unless you choose to pay in advance.
Some subscriptions may auto-renew at the end of their duration. If you don't want to renew a subscription you can cancel it.
If you want to cancel or change your subscription, you can do it at any time. Your order confirmation emails have links to your order. You can manage your subscription from there.
See our returns policy for more details on returns and refunds.
Pre-orders
When you purchase a pre-order, you are buying an out-of-stock or soon-to-be-available product not yet in inventory. We may collect no payment or a partial deposit at checkout, store your payment method, then fulfill and charge the full or remaining payment at a future date.
You can cancel a partially paid pre-order order that has not yet been fulfilled. If the order has been fulfilled, then you can't cancel the order, but you can request a full or partial refund. See our returns policy for more details on returns and refunds.
Try before you buy
When you purchase a try before you buy item, we authorize your payment method before fulfilling the order. You will have a certain amount of time to decide if you want to keep the item. Once the time period has passed, if you have not returned the item, we will charge your payment method for the full amount.

5. Terms of service

At Birchwood & Bark, we proudly stand behind the quality of our dog beds. Our Waterproof Synthetic Coating components are warranted for three years from the date of purchase against manufacturing defects and faults.

Warranty Coverage

Eligibility: Available exclusively to the original purchaser and non-transferable. Applies only to products purchased new from an authorized Birchwood & Bark dealer or our official online store.
Coverage: Defects in materials and workmanship of the Waterproof Synthetic Coating component.
Exclusions:
- Damage due to abuse, misuse, vandalism, inadequate maintenance, unsuitable environmental conditions, improper cleaning agents, external contaminants, or rough dog use (biting, chewing, excessive digging). Additional finishes or treatments applied after purchase void the warranty.
- Changes in personal comfort preferences.
- Commercial usage

Customer Responsibilities

Maintain the dog bed according to the Birchwood & Bark Care and Maintenance Guide.

Claims Process

To make a warranty claim, the original purchaser must provide:

Proof of purchase.
Item or pictures showing the defect.
Address and contact details.

If our Waterproof Synthetic Coating does not perform as expected when used and maintained correctly, we will replace the defective component free of charge, excluding shipment costs. We reserve the right to a minimum of 30 days to resolve disputes.

Limitation of Liability

This warranty is the sole warranty for our Waterproof Synthetic Coating. Any implied warranties, including those of merchantability or fitness for a particular purpose, are excluded. Our liability is limited to repair or replacement of the defective product. Incidental, consequential, or punitive damages are not covered.

Contact Information

For queries or to initiate a warranty claim, contact us at support@birchwoodandbark.com. Customers are responsible for shipping costs. No cash refunds for warranty items.

Trade name: Birchwood & Bark LLS

Phone number: 321-388-5021

Email: support@birchwoodandbark.com

Physical address: Birchwood & Bark, 4210 Waterfront Parkway, Orlando FL 32806, United States

Loved by Dogs, Trusted by Owners

Discover why pet parents are making the switch to laundry-free, eco-friendly comfort.

Incredible!

“I have bad environmental allergies, so this hypoallergenic bed is incredible for me!”

–Gertrude

Just Perfect!

“I own a Border Collie and Central Asian Ovcharka, these beds sound just perfect for them”

–Gertrude

Super Easy for Cleaning!

“These products are such a cool idea. My dogs get super dirty and the fact that the covers are disposable, makes it super easy for the cleaning”

–Tikanni

So Interesting!

“This product sounds really interesting as a pet-owner who’s afraid of germs!”

–Shiva

A Dog Mom’s Dream Come True!

“OMG, these beds and their covers are a dog mom’s dream come true”

–Brock

I Love these Products!

“I love these products. Having a Husky and a GSD means there's SO MUCH hair in my house and it's great to have one less thing to wash”

–Sage and Odin

This is a Great Idea!

“I have 2 doodles and lots of beds upstairs and downstairs. Washing them is a pain sometimes. So, this is a great idea!”

–Chase

Just What We Need!

“Such a neat idea. Just last week our washer needed to be fixed because the filter was clogged with dog hair, so this is just what we need”

–Poppy

Fascinating!

“Your product sounds fascinating for us because we struggle terribly as a family with allergies”

–Gatsby