Refund policy

Items can be returned within 30 days for an exchange or store credit. All sale or clearance items are final sale only and cannot be returned or exchanged.

We want you to love your experience with Pups Up as much as possible, which is why we’re here to help. Just send an email to info@pupsup.com within 30 days of receipt of your package, with your order number, the name of the product(s) and the reason why it didn't work out for you. Returns/exchanges can only be processed within 30 days of your purchase.

Unfortunately, we are unable to refund your original shipping charges/processing fees or recover return shipping fees. You will be responsible for all returning shipping fee and we reserve the right to charge a restocking fee on returned items.

Please keep in mind that many items are custom products for you and your dog, therefore we are unable to accept returns on any custom items. This includes but is not limited to: custom outline products and biothane.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@pupsup.com.