Refund policy

Return & Refund Policy

Your satisfaction and your pup's well-being matter to us. If something isn't right with your order, we'll make it right.

30-Day Return Window

You have 30 days from the date you receive your order to request a return or refund.

Eligible Returns

  • Unopened and unused items: You may return these for a full refund of the product price within 30 days of delivery.
  • Damaged, defective, or incorrect items: Contact us within 14 days of delivery with your order number and clear photos of the item and packaging. We will send a replacement or issue a full refund, including original shipping costs, at no cost to you.
  • Item not working as described: Reach out and we'll work with you on a replacement or refund.

Non-Returnable Items

  • Opened or used products, for hygiene and pet-safety reasons, unless they arrived damaged or defective
  • Gift cards
  • Items returned after the 30-day window

How to Start a Return

  1. Email us at supportfreshpuppers@gmail.com with your order number and the reason for your return.
  2. Our team will reply within 1 to 2 business days with instructions and the return address.
  3. Pack the item securely in its original packaging and ship it back using a trackable service. Please keep your tracking number.

Please do not send items back without contacting us first. Returns sent without prior approval may not be processed.

Return Shipping

Unless the item was damaged, defective, or incorrect, the customer is responsible for return shipping costs. Original shipping fees are non-refundable except as noted above.

Refunds

  • Once we receive and inspect your return, we'll email you to confirm the result.
  • Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank or card issuer may need additional time to post the credit.
  • If you haven't received your refund after 10 business days, please check with your bank first, then contact us at supportfreshpuppers@gmail.com.

Exchanges

If you'd like a different item, please return your original item for a refund and place a new order.

Late or Missing Refunds

Check your bank account again, contact your credit card company, and then contact us if the issue remains.