Refund policy

Cancellations

Orders may be cancelled within 24 hours of placement without additional charges as long as the order has not been completed, packaged, or shipped. 
After 24 hours, we do not accept cancellations. If you feel you have an extenuating circumstance, please contact us at info@shoppupsup.com.

Refunds & Replacements

Refunds or free replacements for accidental damage, normal wear and tear, improper use, chewing or other damage caused by dog or handler are not offered. 
Depending on the issue, repairs may be done for a small fee.

Replacements are offered for VERIFIED defects in manufacturing or the material. This is reviewed on a case by case basis and the process can be started by submitting a Warranty Claim using THIS FORM.

Product Variations

Although we do our best to accurately represent the true, in person color, there may be slight differences due to lighting, screen settings, material batches, and other natural variations. 

Each item is handmade in our shop and customized to your specifications. Exact placement of designs, hardware, etc are natural and a part of the handmade process.

These variations are not considered defects and are not eligible for refunds or replacements.

Package Not Received

All shipments come standard with shipping insurance to cover the full costs of your items. If your package is lost in transit, you will be responsible for filing a claim with the USPS or UPS for reimbursement. 

Free replacement orders are sent on a case - by - case basis at the discretion of Pups Up. We will work with your during this frustrating time and help guide you through the process.