Please read this policy before you order. By placing an order with PupPooch you agree to the terms below. This policy does not limit any rights you may have under applicable law.
Returns for a change of mind
We accept change-of-mind returns only when all of the following conditions are met:
- You contact us within 7 days of delivery and receive a return authorization before sending anything back. Items returned without authorization will not be accepted.
- The item is unused, unwashed, undamaged and in its original packaging with all tags and accessories.
- The item is not a final sale item (see below).
The customer pays for return shipping. Original shipping charges are not refunded. A restocking fee of 15% of the item price is deducted from the refund for change-of-mind returns.
Final sale items (not returnable)
For hygiene and safety reasons, the following items cannot be returned unless they arrive damaged, defective or incorrect:
- Puppy pads, pee pads, diapers and belly bands
- Grooming tools, including brushes, combs, nail clippers, grinders and grooming gloves
- Chew toys and any toy that has been used
- Bowls, feeders, water bottles and other food or water containers
- Any item that has been used, washed or worn by a pet
- Items marked as final sale or clearance
Sizing
Please check the size chart on each product page and our Size Guide before ordering. We do not offer size exchanges. An item in the wrong size can only be returned under the change-of-mind conditions above, with return shipping and the restocking fee paid by the customer.
Damaged, defective or incorrect items
If your item arrives damaged, defective or different from what you ordered, contact us within 72 hours of delivery. Please include:
- Your order number
- Clear photos or a video showing the problem (an unboxing video is best), including the shipping label and packaging
After reviewing your claim, we will offer a replacement, store credit or a refund, at our discretion. In most cases you will not need to send the item back. Claims reported after 72 hours, or without photos or video, may not be eligible.
Order cancellations
You can cancel an order only before it ships. To request a cancellation, contact us as soon as possible with your order number. Once an order has shipped it cannot be cancelled, and the return conditions above apply.
Delivered, lost or stolen packages
If tracking shows your package as delivered but you cannot find it, please file a claim with the carrier. We will provide the tracking information to support your claim. See our Shipping Policy for details.
Refunds
Approved refunds are issued to the original payment method within 5 to 10 business days after we receive and inspect a returned item, or after we approve a damaged-item claim. Shipping charges are not refundable. Your bank or card issuer may take additional time to post the refund.
Contact us first
If there is a problem with your order, please contact us before opening a dispute or chargeback with your bank. We respond to every request and will work with you to resolve it.
PupPooch, operated by Kaarvaan Group LLC, 30 N Gould St, Ste N, Sheridan, WY 82801, United States