Refund policy

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. 

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 Request a Return in our footer menu:
    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 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. In the event we sent an incorrect or damaged item, we will provide a complimentary return label.

After the return is received, we will contact you as soon as it is assessed. 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 inputted 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
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 or 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.