At Pup & Parcel, we want every pet parent and their furry friend to have the best possible shopping experience. If there is an issue with your order, our team is here to help and find the best solution.
Order Issues & Eligibility
We accept return and refund requests for the following situations:
1. Damaged or Defective Products
If your item arrives damaged, defective, or unusable, please contact us within 7 days of receiving your order.
To help us resolve the issue quickly, please provide:
- Your order number
- Photos or videos showing the issue
- A description of the problem
Once reviewed, we may offer a replacement, resend, or refund depending on the situation.
2. Incorrect or Missing Items
If you receive the wrong product, incorrect size/color, or an item is missing from your order, please contact us within 7 days of delivery.
Please include:
- Your order number
- Photos of the product received
- Details of the issue
We will arrange a suitable solution, including a replacement or refund when applicable.
3. Orders Not Received
If your order has not arrived within the estimated delivery timeframe, please contact our support team.
We will investigate the shipment status and work with our shipping partners to resolve the issue.
Please note that delays caused by customs, weather conditions, holidays, or other circumstances outside our control may affect delivery times.
4. Order Cancellation
Orders can only be cancelled before they have been processed or shipped.
Once an order has entered fulfillment or shipping, cancellation requests may no longer be accepted.
Customized or personalized products cannot be cancelled after production has started.
Returns
We accept returns under certain conditions.
To qualify for a return:
- The item must be unused and in its original condition.
- The return request must be approved by our customer support team before sending the item back.
- Customers may be responsible for return shipping costs unless the product arrived damaged, defective, or incorrect.
Please do not send items back without contacting us first, as unauthorized returns may not be accepted.
Refunds
Once your request has been approved, refunds will be processed to your original payment method.
Please allow:
- 5–10 business days for your refund to appear after approval.
- Processing times may vary depending on your payment provider or bank.
Shipping fees are generally non-refundable unless the issue was caused by an error on our part.
Exchanges
If you received a damaged, defective, or incorrect product, we may provide a replacement instead of a return depending on the situation.
Contact Us
If you have any questions about returns, refunds, or your order, please contact our support team.
Please include your order number and details of your request so we can assist you as quickly as possible.
Thank you for choosing Pup & Parcel. We appreciate your trust and are committed to keeping both you and your furry companions happy.