Refund policy

We want you and your pup to be completely happy with your purchase from Puppist. If something doesn't work out, here's how our return and refund process work:

 

14-Day Return Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

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.

 

Non-Returnable Items 

• Sale items are final sale and cannot be returned 
• Types of items cannot be returned such as opened or damaged food/treats or perishable goods, custom or personalized products, gift cards  

 

Damages and issues

Please inspect your order upon reception and contact us 

All items are carefully inspected by the Puppist team prior to shipping to ensure they are in perfect condition. Please inspect your order upon receipt and contact us immediately if you believe the item is defective, damaged, or incorrect. We’ll do our best to assist—but please note, refunds or replacements are granted solely at our discretion following an internal review.

Once an order is shipped, Puppist’s responsibility is considered fulfilled. If a package is lost or damaged during transit, customers must file a claim directly with the shipping carrier (USPS, UPS, FedEx, etc.). Puppist will support you through the process as much as possible.

 

Return Process

To request a return, contact us at hello@puppist.com. If your return is accepted, we’ll send you a return shipping label along with instructions.

Items sent back without first requesting a return will not be accepted.

Please note:

Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer unless otherwise specified in writing.

For question or assistance, reach out us at hello@puppist.com. We're always very happy to help!

 

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.

 

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 hello@puppist.com.