Refund policy
Return & Refund Policy
At Puppia US Official Store, we take pride in the quality of our products and want every customer to be completely satisfied with their purchase.
If for any reason you are not happy with your order, please review our return and refund policy below.
Eligibility for Returns
We accept returns within 30 days of delivery.
To be eligible for a return, items must be:
- Unused and in original condition
- Unwashed and free from pet hair, stains, odors, or damage
- Returned in the original packaging with all tags attached
Items that show signs of wear, chewing, washing, alteration, or any form of damage caused by pets cannot be accepted for return, as they are no longer in resalable condition.
For hygiene and quality control purposes, we reserve the right to reject returns that do not meet these conditions.
Non-refundable Items
The following items are not eligible for return or refund:
- Used, washed, chewed, or damaged products
- Items without original packaging or missing tags
- Items discounted 30% or more
- Final sale or clearance items
- Dog treats and consumable products
If you are interested in placing a wholesale order, please contact our wholesale team through matt@puppiaus.com for more information.
Return Process
To initiate a return, please log into your account and visit the Orders section. Eligible orders will display a “Request Return” button.
Once your return request is submitted and approved, you will receive return instructions and a prepaid return shipping label.
Approved return items must be shipped within 14 days of return authorization. Returns shipped after this period may not be accepted.
A flat return shipping fee of $8.00 will be deducted from your refund unless the item arrived damaged or incorrect.
If you experience any issues with your return request, please contact us at info@puppiaus.com.
Refunds
Once your returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 7–10 business days.
Original shipping fees are non-refundable.
Exchanges
We currently do not offer direct exchanges.
If you would like a different size or color, please place a new order and return the original item following our return process.
Damaged or Defective Items
If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery at info@puppiaus.com and include clear photos of the issue.
We’ll be happy to assist you in resolving the matter as quickly as possible.