Refund policy

Refund policy

Refund & Cancellation Policy

At PupPouch™, every order is processed as quickly as possible so we can get your purchase on its way without unnecessary delays. By placing an order through our website, you agree to the following Refund & Cancellation Policy.

1. Order Cancellations — 2 Hour Limit

Customers have 2 hours from the time the order is placed to request a cancellation.

To request a cancellation, contact us immediately at: supportpuppouch@gmail.com

Once the 2-hour cancellation window has passed, the order cannot be cancelled, modified, or refunded before delivery, as it may already have entered processing or fulfillment.

If more than 2 hours have passed, you must wait for the order to be delivered.

Please review your order carefully before completing your purchase.

2. When Refunds Are Accepted

Refunds are accepted only in the following circumstances:

A. Your Order Was Not Delivered

If your order does not arrive and the carrier information confirms that the shipment was lost or not successfully delivered, please contact us at supportpuppouch@gmail.com

We may require:

  • Your order number

  • Your full name

  • Your shipping address

  • Tracking information

  • Confirmation from the carrier

  • Any additional information necessary to investigate the shipment

A package marked as delivered by the shipping carrier is not automatically considered lost or undelivered. We may require the customer to first contact the carrier and complete an investigation.

B. Your Product Arrived Damaged, Defective, or With a Material Quality Issue

If your product arrives damaged, defective, or with a significant manufacturing or quality problem, contact us at supportpuppouch@gmail.com as soon as possible.

You must provide clear evidence of the issue, which may include:

  • Photos of the product

  • Photos of the packaging

  • Video showing the defect or damage

  • Your order number

  • A description of the problem

PupPouch™ reserves the right to review the evidence before approving any refund or replacement.

Normal variations in appearance, minor cosmetic differences, personal preference, or expectations that do not represent an actual defect are not considered product defects.

3. Situations That Are NOT Eligible for a Refund

We do not provide refunds, cancellations, or returns for:

  • Changing your mind after purchasing

  • Deciding you no longer want the product

  • Entering an incorrect or incomplete shipping address

  • Failing to collect or receive a package

  • Refusing delivery

  • Personal preference

  • Minor differences that do not affect the product's intended use

  • Delivery delays caused by the carrier when the package is still in transit and has not been confirmed lost

Opening the packaging or product box is not, by itself, a valid reason for a refund.

4. Incorrect Shipping Address

Customers are fully responsible for entering the correct shipping address before completing checkout.

Please carefully verify:

  • Full name

  • Street address

  • Apartment or unit number

  • City

  • State or province

  • ZIP/postal code

  • Country

If you entered the wrong address, contact us immediately at supportpuppouch@gmail.com.

We will attempt to assist you if the order has not yet been processed; however, we cannot guarantee that an address can be changed after an order is placed.

PurrPup™ is not responsible for packages that are lost, delivered incorrectly, returned, or otherwise affected because the customer provided an incorrect or incomplete shipping address.

An incorrect customer-provided address does not qualify for a refund.

5. Opened Packages

We do not accept returns or provide refunds simply because a customer opened the shipping package, product box, or product packaging and later decided they no longer wanted the item.

Once the product has been opened, a change of mind is not a valid reason for a refund.

This does not prevent a customer from reporting a legitimate damaged or defective product that qualifies under Section 2 of this policy.

6. Return Authorization

Do not send any product back without contacting us first.

Any return, when applicable, must be authorized by PupPouch™ before it is shipped.

Items returned without prior authorization may not be accepted or refunded.

If a return is required as part of an approved claim, our support team will provide the appropriate instructions.

7. Refund Review

Submitting a refund request does not automatically guarantee approval.

All requests may be reviewed to verify:

  • Order status

  • Tracking information

  • Delivery confirmation

  • Photos or videos submitted

  • Product condition

  • Reason for the request

  • Whether the request complies with this policy

Fraudulent, misleading, altered, or insufficient evidence may result in the request being denied.

8. Final Sale / Change of Mind

Unless the order qualifies under the limited circumstances specifically described above, all sales are final after the 2-hour cancellation period.

We strongly encourage customers to review the product description, sizing, product photos, shipping information, and shipping address carefully before placing an order.

9. Contact Us

For cancellation requests, damaged or defective product claims, or delivery issues, contact:

PupPouch™ Customer Support

Email: supportpuppouch@gmail.com

Please include your full name and order number so we can assist you as quickly as possible.