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We're excited to announce that See Scout Sleep has become By Scout ! More about By Scout

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New Vegan Leather collection Just dropped Discover

Assistance

Returns & Refunds

What is your return policy?

Sometimes, things just don't work out. It happens! At By Scout, you can return an item within 30 days from the date of delivery. If you exceed this timeframe, unfortunately, we won't be able to offer a refund, store credit, or exchange. Products that are returned incomplete damaged, worn, or soiled, will not be taken back. Items must have their original labels and be repacked in their original packaging. We do not offer free returns. After you’ve filled your request for a return with us, you will receive an email in which you will find the exact return address information.  Please make sure all taxes and duties are covered when you pay for your return. We only process those returns that arrive at our warehouse directly, without customs paperwork or payment from our side. We recommend always keeping the tracking information, as we may request it as proof of return.Return can be made through our online return center.

Can I exchange my item for another product or size?

We do not offer direct exchanges. We recommend you to place a new order and return the items you do not wish to keep through our online return center.  Your refund will be processed the same way as the original payment method within fourteen (14) days from the receipt of the returned items.

How can I return my order?

Please submit your return request through our return center. Instruction and details are sent to you by email.

How should I prepare my package for return?

To make sure we can process your return successfully, please take note of the below:: 

Make sure you repack the items the same way you received them.

Make sure the items can’t move freely in the box and reuse the By Scout tissue paper, to package every single item separately before placing them together in the box. 

The packaging/box must be the original one used and in perfect condition.

Make sure you include a copy of your order in the box

 When can I expect my refund?

When the return has arrived at our warehouse and is approved, your refund will be processed and refunded to the original payment method of your order within fourteen (14) days.We shall refund the original price you paid for purchasing your item(s).  We do not cover or refund shipping costs ( or customs charges).

My return request is under review. What should I do?

When you create a return request and select the return reason "Defective item," we need to review the issue according to our policy before approving your return.We will contact you as soon as possible and request photos of the damaged goods. We will then review these first. If you cannot provide us with the requested information, we will not be able to investigate and will not be able to complete the request for return or replacement.

To which address can I send my return?

Once you submit your return application through our return center, instruction and details are sent to you by email.

Do you offer free returns?

We do not offer free returns.

Can I also return my items to one of your retailers located in my country?

Items that are purchased through www.byscout.com can only be returned to us directly. If you purchased one of our products directly from one of our retail partners, you need to return your items to them directly.

Shipping & Deliveries

Where do you ship from?

We ship from the Netherlands.

Where is my order, and how can I track it?

After placing your purchase, you will receive the order confirmation email with the estimated shipping date. Please take note that on pre-orders, the estimated shipping window is 10 days from the date shown in your order confirmation. Items on stock will be sent within 1 or 2 business days after placing your order. As soon as the parcel leaves our warehouse, we will send you a shipping confirmation. This email will contain your tracking information so you can check the exact status of the shipment at any time.

How long does shipping take?

Once the item has been picked up from our warehouse by the carrier, the time it will take to ship will depend on the country it’s going to and which shipping service is used. In general, the following applies:

US & CAN:  normally take 2 to 4 business days to arrive after being shipped.

EU & UK: normally take 1-3 business days to arrive after being shipped.

REST OF THE WORLD:  normally takes 4 to 6 business days to arrive after being shipped.

Please note that customs procedures vary per country and may add extra days.

In case you’ve ordered items that are in stock:

In case you’ve ordered items that are in stock:In-stock items are shipped within 1 or 2 business days after placing the order. Except if placed during the weekend or a local holiday. In that case, it would be processed the following business day. Times may vary during peak seasons.

In case you’ve ordered items that are on-demand/ pre-order:
The estimated date is reflected on the webpage and the order confirmation email when the order is placed. The estimated shipping window is 10 days from the date shown in your order confirmation. As the product will be produced especially for you, we cannot accelerate this process to send it at an earlier date.

In case you’ve ordered partly in-stock items and partly on-demand items: 
If your order contains one or more items in pre-order or with different pre-order dates - combined orders - we send all items together once they're ready because our company’s mission is built on sustainability. You will see that each item has a different delivery date on your order confirmation; however, we will send over the full order at the latest delivery date.

Do you offer free shipping?

Yes, we offer free shipping from a certain minimum order value. Because the minimum spending to receive free shipping varies per country and the weight of the package, it’s automatically calculated if free shipping applies to your order. 

When you add the items you wish to your cart, you will see in our topbanner if you reached the minimum value or how much you need to add to receive free shipping. 

My package is missing. What do I need to do?

Didn't receive your order even though the tracking link says it was delivered?

If you think your package is lost or missing, we advise you to check with the members of your household or neighbors to find out if they have received or seen your package. We also recommend you to check around your property as it is possible that the parcel was left there. Secondly, reach out to your local courier to confirm the delivery status.

If you still cannot locate your package after all these checks, please contact us as soon as possible. We might need to start an official investigation with the courier within a month from the delivery date. We appreciate your patience as it could take a few weeks to resolve fully.

Please allow us time to review and investigate your request with our business partners. Be aware that due to general couriers' policies, this may take from 8 to 10 days and can be longer based on seasonality. 

I like to change my delivery address, is this possible? 

Once your order has been placed, you might still be able to update your delivery address, but this will depend on the status of your order. 

Please contact us to provide the new and complete delivery address.

The team will check if modification is still possible: 

If the order has not been prepared for shipment yet, we will update the delivery address as you have requested.

If the order is already being prepared for shipment: unfortunately, at this point, we will not be able to correct your delivery address. You will receive an email confirmation with the tracking number once the shipment starts, after which you can reach out to your local courier to provide the new address and arrange the delivery.

Do I need to pay for customs fees?

If the delivery address is in a country outside the European Union, you automatically become an importer. Your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the duty and tax payment.

Do I need to pay for customs fees?

If the delivery address is in a country outside the European Union, you automatically become an importer. Your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the duty and tax payment. 

In general, the following applies:
- US shipments: No customs costs are due for US shipments unless the order exceeds $800.
- EU shipments: no customs costs are due at delivery.
- UK shipments: no customs costs are due unless the order exceeds £135 and can be paid at checkout.

By Scout isn’t responsible for paying these costs, and rejecting to pay the amount at delivery will incur a €90 fee that will be subtracted from any refunds.

Customs duties are determined by your local customs authority, so we have no control over these and cannot predict how much they may cost. Customs policies vary widely from country to country, so you may wish to contact your local customs office for further information.

To proceed to the payment, please reach out to your local courier or, if available on the courier platform, proceed to online payment.

Orders & Payments

How can I check my order status?

Thank you so much for ordering from us. You’re the best, and we can’t wait to send you our order!


If you placed a pre-order, you can easily track the order status through the link you received in your order confirmation email. If you ordered items that are in stock, you will receive an email within 1-2 business days confirming your order has been shipped. 

I received the wrong item, what should I do?

Providing a smooth experience is at the top of our priority list, and we sincerely apologize may you have received the wrong item. 

Please contact us and provide us with the following information: - Order number- Product name and size- Image of the wrong item 

I received a damaged item, what should I do?

Providing a smooth experience is at the top of our priority list, and we sincerely apologize may you have received the damaged item.

Please contact us and provide us with the following information: - Order number- Product name and size- Image of the item and the damage - Image that shows the label is still attached to the product

I’m missing an item from my order. What should I do?  

We're so sorry that there's an item missing from your order! Before contacting us, we recommend checking the following:

Please double-check your order confirmation and order on your online account at byscout.com. To double check if you’re missing an item.

Send us a photo of the package you have received so we can check if there has been any mistake on our side.

How we can solve this:

If the product is in stock, we will check if it is possible to send over a replacement. 

As you know, our business model is on-demand, so we may not be able to provide the correct product immediately. However, the product could be in pre-order. In that case, we will inform you about the shipping date and confirm with you, should you be willing to wait.

If this is not the case, we will inform you and transfer the amount of the incorrect item to a gift card for you to use as you wish. 

Can I cancel or change my order after it has been placed?

Thanks for shopping at By Scout! It depends on which stage your order is in and if we’re still able to cancel it or make any changes. In case your order is already in production, we cannot make any changes anymore. However, we recommend you contact us and send us your order number and request, so we can see if we’re able to help you.

When will I be charged for my order? 

You will be charged for your order the moment you place your order. When the payment will be withdrawn from your account may differ per payment method and provider.

How can I use a promotional code?

If you have a promo code, you can add the code at checkout. Make sure you enter the code exactly as it was given to you and without any spaces.You must enter the discount/promo code when checking out, as it can't be applied after payment. The codes will not apply to products on sale unless otherwise specified. Only one promo code can be used at a time.

Is payment secure on your site?

Yes. We preserve your confidentiality. This is why we ensure that no information related to your bank details is registered on our servers so that all purchases are completely secure and all transactions are encrypted. Confidential payment details are transmitted to the entity directly in an encrypted format (SSL).

How do I change the currency?

You can select the currency you want to visualize product price and payment amounts. Click on the button-left icon that shows language and currency symbols. A drop-down menu will appear so you can see all the available currencies and select whichever you prefer.

Product and sizing

Are all your products vegan?

YES!  At By Scout, we only use people, planet, and animal-friendly materials. As well as being cruel, animal leather’s environmental impact is incredibly high.

Animal agriculture accounts for around 18% of the world’s greenhouse gas emissions and is driving the destruction of our rainforests. In addition, it is extremely energy and water-intensive to produce with lots of chemicals in the tanning process.One of the main reasons many continue to use animal leather in our industry is based on the belief that vegan leather alternatives can not provide the same high-quality, luxurious look and feel, and durability as animal leather. Nothing could be further from the truth. 

We use a  high-quality leather alternative, made in Italy from Italian apple waste.

Where do you produce?

We produce all our products in Italy. We work with highly skilled manufacturers with years of experience and are passionate about creating high-quality products.

Did you always produced in italy?

When we started in 2011, we produced all our items in Louisiana, US. After a few years, the entire production moved to The Netherlands, where we produced in-house until May 2022. Since April 2011, however, we’ve been preparing and setting up our production in Italy. From July 2022, production is fully taking place in Italy.

Was See Scout Sleep your former brand name?

Yes. BY SCOUT was founded as See Scout Sleep in 2011 in New Orleans, Louisiana, inspired by a dog called Scout. Soon after, we began our expansion into the international market. And we're now headquartered for several years nearby Amsterdam, the Netherlands.

Our designs are created in-house, and our products are made in Italy by highly skilled Italian craftsmen. We produce our products through our unique and sustainable on-demand model, which allows us to avoid overproduction.

Our materials come e.o. from the United States, Scotland, and Italy and consist of vegan leathers made with a high content of Italian Apple, organic cotton, recycled polyesters, solid brass hardware, hemp webbing and more.

Where do your materials come from?

Our designs are created in-house, and our products are made in Italy by highly skilled Italian craftsmen. We produce our products through our unique and sustainable on-demand model, which allows us to avoid overproduction. Our materials come e.o. from the United States, Scotland, and Italy and consist of vegan leathers made with a high content of Italian Apple, organic cotton, recycled polyesters, solid brass hardware, hemp webbing, and more.

Are your products heavy due to the brass hardware?

Are your products heavy due to the brass hardware?Because we solely use solid brass hardware for our collars, leashes, and harnesses, they are slightly heavier than similar products made with plastic parts. However, because our hardware is custom-made for us, and we designed it to be lightweight yet still of the highest quality, the final product's weight is always matched to the size of the dogs that will wear them. 

Where can I find your size charts?

Here you can find all our size charts here

Do I need to measure my dog before selecting a size?

Yes. If you like to purchase a collar or harness, we always recommend measuring your dog first to ensure you have the right size. If you have any questions about the right size for your dog, you can always contact us.

Are your products waterproof?

Some of our products are waterproof, some aren’t. You can filter in your store to see which items have which properties. Share details about your shipping policies, item returns, or customer service.

Are your products suited for all dogs?

Yes, our products are suited for all dogs. We always recommend keeping your dog's lifestyle in mind when shopping for the best item for your four-legged bestie. For instance, we recommend our harnesses for dogs that are a bit over enthusiast during walks and pull, or to select a water-resistant item may your dog be an active swimmer. If you have any questions or like to receive advice on the best item for your dog, contact us anytime 

How can I provide my feedback and leave a review?

Your opinion is extremely important to us, as it keeps us improving!We would appreciate it very much if you could leave a product review after your purchase.

How that’s done?
- After your purchase, you will receive an invite from us to leave a review.
- You can complete your product and experience review through the link in the email.After your review has been published, you will receive a special discount to thank you for your collaboration! 15% off for purchase to use within 14 days.

Please note that By Scout reserves the right to remove reviews with offensive or inappropriate comments or if they are unrelated to the product you were invited to review.

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