REFUND POLICY

We have a 90-day return policy, which means you have 90 days after receiving your item to request an exchange or refund.

To be eligible for a return, your item must be in the same condition that you received it unused and

in its original packaging. You’ll also need the receipt or proof of purchase. If your item fails inspection upon return, we

reserve the right to keep the item. If you would like the item back, you will need to pay the shipping cost plus any

additional administration fees.

To start a return, you can contact us at help@puppypad.co. If your return is accepted, we'll send you instructions on

how and where to send your package. Items sent back to us without first requesting a return will not be accepted. (do not

send back with a signature required upon pickup) we will not process your return/exchange.

You can always contact us for any return questions at help@puppypad.co.

All rejected deliveries will not be refunded or reshipped. 

Damaged Product

We're incredibly confident in the quality of our product. Unfortunately, on odd occasions, a product may damage during transit or arrive defective. If this is the case, please email us at help@puppypad.co with proof of the defective product and we will provide a choice of a free re-shipment of the product or an immediate refund (Excluding any administration fees) on the purchase.

Emails for defective products must be sent within 90 days of delivery of the product. We may ask for proof of the defective product and this must be provided for us to initiate a refund (This is for the protection of the seller and the buyer)

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. We do not cover the shipping cost to have items returned/exchanged.

Refunds

For refunds, we will accept a return for a full refund if you are within the 90-day period. Refunds are subject to an admin and restocking fee (10% of the order price). Expedited Shipping and Shipping Protection are non-refundable after an order has been shipped/fulfilled.

Note: We can not issue refunds for chargeback orders

CANCELLATION TERMS

Once an order is placed, customers have one hour to cancel the order before our team starts processing it. Once the initial hour has passed we cannot guarantee a refund on the item before it is shipped. In some cases, you will need to wait for the item to arrive and process it as a return/refund. If a cancellation is possible after the initial hour we may charge a 10% admin and restocking fee, depending on how far through the packaging and shipping process the order has gotten.

There will be a $2 non-refundable fee per item on any cancellation to cover credit card and processing fees

What are the administration, restocking, and processing fee?

Administration & Restocking: This includes unpackaging your order, putting it back on the shelf, canceling your order, and initiating a refund.

Processing fee: This is a fee we pay to payment processors whenever we get a transaction. This fee is not refunded by payment processors even after refunds.

NOTE: If your order is shown as delivered on the tracking link we will not refund or resend another order UNLESS you have purchased shipping protection.

All refunds/cancellations and returns will be made according to our discretion. This is non-negotiable.