Return Policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.  Please keep in mind you will incur a 10% restocking fee if a return is requested after 30 days (waived for exchanges).

To be eligible for a return, 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 (Account holders do not need a reciept). 

We do understand that a worn item may not fit correctly on your dog. If this is the case, please reach out to us so that we can discuss sizing and possibly custom make the item for you. For re-sizing we will not charge a restocking fee, as long as the item is returned to us in good condition.

To start a return, you can contact us at support@pupsupllc.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at support@pupsupllc.com.

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.

Unfortunately, we cannot accept returns on sale items, custom made 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. (For re-sizing issues, we will discuss how to handle the return at that time.)

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. Please remember it can take some time for your bank or credit card company to process and post the refund to your account.