Refund & Return Policy

At Pupsyy, your satisfaction is our top priority. We want you and your furry friend to love every product you receive. If something isn't right, we're here to make it right.

30-Day Return Policy

We offer a 30-day return policy from the date you receive your order. To be eligible for a return, your item must be:

  • Unused and in the same condition you received it
  • In the original packaging
  • Accompanied by proof of purchase (order number or email confirmation)

Items Eligible for Return

  • Change of mind (unused items in original packaging)
  • Wrong item received
  • Damaged or defective item on arrival
  • Item significantly different from the product description

Items NOT Eligible for Return

  • Items returned after 30 days of delivery
  • Used, worn, or opened items (for hygiene reasons — toys, collars, bedding)
  • Gift cards

How to Start a Return

  1. Email us at support@pupsyy.com with your order number, reason for return, and clear photos of the item (especially if damaged or defective)
  2. Our team will respond within 1–2 business days
  3. We will send you return instructions and the return address
  4. Once we receive and inspect your return, we will notify you of approval

Please do not send items back without contacting us first.

Refunds

Once your return is received and inspected:

  • Approved refunds are processed within 5–7 business days
  • Refunds are issued to your original payment method (PayPal or credit card)
  • Your bank or PayPal may take an additional 3–5 business days to reflect the refund
  • You will receive an email confirmation once your refund is processed

Partial Refunds

A partial refund may be granted if an item is returned not in its original condition, or is missing parts for reasons not due to our error.

Damaged or Defective Items

If your item arrives damaged or defective:

  • Contact us within 30 days of delivery
  • Send photos or a short video clearly showing the issue to support@pupsyy.com
  • We will send you a free replacement or issue a full refund — your choice
  • You will NOT be required to return the damaged item in most cases

Wrong Item Received

If you received the wrong item, contact us immediately at support@pupsyy.com. We will ship the correct item at no extra cost and provide a prepaid return label for the wrong item.

Lost or Stolen Packages

  • If your tracking shows delivered but you haven't received the package, contact us within 7 days of the delivery date
  • We will investigate with the shipping carrier
  • If the package is confirmed lost, we will send a free replacement or issue a full refund
  • Pupsyy is not responsible for packages stolen after confirmed delivery

Shipping Costs for Returns

  • If the return is due to our error (wrong or damaged item) — we cover all return shipping costs
  • If the return is due to change of mind — the customer is responsible for return shipping costs
  • Original shipping costs are non-refundable

Order Cancellations

  • Orders can be cancelled within 12 hours of placing them
  • After 12 hours, orders may already be processed and shipped — cancellation is not guaranteed
  • To cancel, email us immediately at support@pupsyy.com with your order number

Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need a different size or color, we recommend placing a new order and returning the original item.

Contact Us

We are committed to making sure every pup parent is happy. Thank you for shopping with Pupsyy! 🐾