Frequently Asked Questions

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You can also sign up for email updates for all of our new products and promotions. The sign up box is at the bottom of our website. 

Bandanas:

• Machine wash cold, gentle cycle with mild detergent and similar colours.

• Tumble dry on low heat.

Dog Shirts: 

• Machine wash cold, inside-out, gentle cycle with mild detergent and similar colours. 

• Tumble dry low, or hang-dry for longest life.

• Do not bleach, iron, or dry clean.

Pet mats:

• Spot clean with mild soap and water.

• Lay flat to dry. Do not use the dryer.  

Human Tees, Sweatshirts, & Hoodies:

• Machine wash cold, inside-out, gentle cycle with mild detergent and similar colours. Use non-chlorine bleach, only when necessary. No fabric softeners.

• Tumble dry low, or hang-dry for longest life.

• Cool iron inside-out if necessary. Do not iron decoration.

• Do not dry clean.

Returns
We have a 15-day return policy, which means you have 15 days after receiving your item to request a return or exchange. Please note that all custom print dog tags, sale items, and gift cards are final sale, and are not eligible for return or exchange.

To be eligible for a return or exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. All eligible purchases can be returned for a refund or store credit.

Submit a return request
To start a return, you can head over to our Customer Center or follow the instructions below.

1. Go to our Customer Center or click on Request a Return in our footer:
1. In the Email field, enter your email address, and then click Continue.
2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
3. Go back to our online store, and then enter the six-digit verification code. 
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the item(s) that you want to return. 
4. Select a return reason and add a note for our store. 
5. Click Request return.

If your return request is approved and requires shipping, then you will receive an email with shipping instructions. Please note shipping costs are non-refundable. Customers are responsible for all fees involved for returning items, including shipping. Return packages remain the customer's responsibility until it is received by our team. Therefore, we recommend that you take necessary precautions by using registered and traceable services when returning your package. 

After the return is received, we will contact you as soon as it is assessed. Refunds/store credit will only be issued once we confirm the eligibility of the return package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any returns question or email us at support@apawrypup.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns or exchanges on custom print dog tags, sale items, or gift cards. All custom print dog tags, sale items, and gift cards are final sale. We do not issue store credit or refunds for any of the following:

• Products that are worn, washed, used, marked, or damaged in any way.
• Orders in which addresses are inputed incorrectly by the customer.
• Orders in which custom print information is inputted incorrectly by the customer.

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.

Refunds / store credit
We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you’ll automatically be issued your refund/store credit within 10 business days. If more than 15 business days have passed since we’ve approved your return, please contact us or email us at support@apawrypup.com.

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return or exchange. 

Although we don't offer direct exchanges, you can return any new, unused, and unwashed item for  store credit through our Customer Center and place an order for the new items you'd like instead. Please note that all custom print dog tags, sale items, and gift cards are final sale, and are not eligible for exchanges.

Please note shipping costs are non-refundable and customers are responsible for all fees involved for returning items, including shipping. Return packages remain the customer's responsibility until it is received by our team. Therefore, we recommend that you take necessary precautions by using registered and traceable services when returning your package. 

We will notify you once we’ve received and inspected your package, and let you know if it was approved or not. Store credit will only be issued once we confirm the eligibility of your return package.

Orders are processed within 2-4+ business days (excluding weekends and holidays), however during the holiday season this increases to 5-7+ business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

We use the US Postal Service (USPS), DHL Expedited, and FedEx to ship packages.

If your order is being shipped to the US, generally it will arrive within 2-8 business days of the ship date. If your order is being shipped to Canada, it will arrive approximately within 6-12 business days of the ship date. All delivery timelines listed at checkout are estimates only and may vary.

There may be some circumstances when orders are delivered outside of the estimated delivery timeframe. Although we try our best, Apawry Pup does not guarantee orders will be delivered by the carrier's estimated arrival date.

Sometimes packages are shipped promptly, but experience carrier delays. A large majority of our packages are sent via USPS, which is currently experiencing delays due to a high volume of e-commerce packages. Although we do try to limit the amount of carrier delays, occasionally packages are delayed outside of our control.

When your order has shipped, you will receive a shipping confirmation email from us which will include a tracking number you can use to track its status. Please allow 48 hours for the tracking information to become available. If you are having trouble finding your tracking number, please contact us and we'll happily provide that for you. 

Depending on where you live, your order will take approximately 2-12 business days to arrive after it has been shipped.

There may be some circumstances when orders are delivered outside of the estimated delivery timeframe. Although we always try our best, Apawry Pup does not guarantee orders will be delivered by the carrier's estimated arrival date.

Although we don't currently offer free standard shipping, we do offer standard shipping at a reduced flat rate of $13.99 for the US and $16.99 for Canada, for any order with a subtotal* of $150+. 

For shipping rates for orders with a subtotal* of less than $150: Shipping charges for your order will be calculated and displayed at checkout, or you can view the chart below.

*Order subtotal after any promotions, coupons, or discounts are applied

Your order may be subject to import duties and taxes, which are incurred once a shipment reaches your destination country. Apawry Pup is not responsible for these charges if they are applied and are your responsibility as the customer. 

We currently only ship to Canada and the United States, however we are working towards being able to offer shipping to more countries worldwide. Please check back in the future, or subscribe to our emails to be notified when more shipping destinations have been added! 

Unfortunately we do not ship to P.O. boxes at this time.