To initiate a return or refund request, please contact us at help@teampuppypad.com and our friendly staff will assist you.

Order Cancellation

We aim to ship orders as quickly as possible to ensure you get your products fast!

If you’d like to cancel your order, here’s how it works:

• If you request a cancellation within 12 hours of placing your order and the item hasn’t been packaged or shipped yet, we can cancel it for you, and you’ll receive a full refund.
• If your request comes after 12 hours but the item hasn’t been shipped yet, we will do our best to cancel it.
• If your item has already been shipped or is on its way to our logistics provider, we unfortunately won’t be able to cancel the order. In that case, you can follow our Refund and Return Policy for a refund or replacement.

Refund and Return Policy

We offer a 90-day return policy, meaning you have 90 days from receiving your item to request a refund or exchange.

To be eligible for a full refund, the item must be unused, in its original packaging, and accompanied by proof of purchase. Please note that if your item fails our inspection upon return, we reserve the right to retain it and offer you a partial refund. If you'd like the item back, return shipping will be at your expense. Expedited Shipping and Shipping Protection are non-refundable after an order has been shipped/fulfilled.

Return Shipping & Restocking Fee Customers are responsible for return shipping costs. Additionally, a 5% restocking fee will be deducted from your refund amount. This restocking fee is necessary for the following reasons:

• We absorb significant shipping costs by offering free delivery on orders, and unfortunately, some customers take advantage of this by repeatedly ordering and returning items without any intention of keeping them. The restocking fee helps protect us from this type of return abuse while allowing us to continue offering free shipping to our valued customers.
• Each return requires thorough quality inspection, cleaning, and repackaging by our team to ensure items meet our high standards for resale
• We invest in premium packaging materials to protect products during both initial shipment and any necessary repackaging for resale
• Returns create additional administrative costs including processing refunds, updating inventory systems, and managing return logistics
• Warehouse space and handling resources are required to process and store returned items until they can be restocked
• Credit card processing fees are incurred on both the original purchase and the refund transaction

The 5% restocking fee allows us to maintain our customer-friendly policies, including free shipping, while ensuring our business can sustainably handle returns in a way that's fair to all customers.

To begin a return, please contact us at help@teampuppypad.com. We'll provide instructions on how and where to send your package. Please do not send returns without prior approval, as they will not be accepted. Additionally, do not send items with a signature required for pickup, as this may delay processing.

Rejected or refused deliveries will not be refunded or reshipped. However, if your order fails delivery, contact us and we'll verify your details to arrange a free reshipment. If the second reshipment also fails, we will not offer another free reshipment or refund. Note: We can not issue refunds for chargeback orders

In order to be eligible for a full refund all items must be sent back (Including free gifts).

Damaged Product

We’re extremely confident in the quality of our products, but we understand that, on rare occasions, items may be damaged during transit or arrive defective. If this happens, please email us at help@teampuppypad.com with proof of the defect, and we’ll be happy to offer either a free replacement or a refund (excluding any administration fees).

To be eligible, please ensure that you contact us within 90 days of delivery. We may request further proof of the defective product to process your request, which helps protect both you and us.

Exchanges

The quickest way to ensure you receive the item you want is to return the current item. Once your return is accepted, you can place a separate order for the new item. Please note that we do not cover the shipping costs for returns or exchanges.

Wrong Address Entered During Order

The customer is responsible for entering the correct shipping address when placing the order. We can update the address if we receive a request before the item is shipped out.

We cannot update the shipping address after an order is shipped out. In this case, the customer can contact the shipping carrier and request for the package to be redirected to the preferred address. If the item is shipped by USPS, the customer can use the USPS Package Intercept service.

Item Lost or Stolen after Delivery

In cases where a package has been successfully delivered by the shipping carrier but is subsequently lost or stolen (e.g. by "porch pirates"), PuppyPad cannot be held responsible. The customer is responsible for providing a safe delivery location on their premises. Any refunds or replacements will be at our sole discretion. We advise that a report be filed with your local post office and police station in this scenario. Local authorities may help retrieve your stolen package.