Return Policy
All returns require a Return Authorization (RA) number. The RA team at PupGear issues RA numbers following a review of each RA request as they are submitted and can be reached at 1.844.781.7877. Each request will be approved or denied based on the following guidelines.
Permissible Timeframe for Return
PupGear provides a fifteen (10) day return policy. ALL requests for a RA must be made within fifteen (10) days from the date product is received. RA numbers issued by PupGear are only valid for ten (10) days and the product must be returned to PupGear within this timeframe. RA numbers will not be extended or reissued.
Restrictions on Returns
Non-defective returns are accepted for credit or exchange at PupGear’s discretion. All non-defective returns are subject to a twenty percent (20%) restocking fee. All authorized return will be calculated on the item only and will not include the original shipping costs to the customer. The cost of the return shipment will also be the responsibility of the customer.
All returned products must be complete. This includes all original manufacturer’s protective packaging (
manuals, documentation, or accessories originally shipped with the product,
Incomplete returns may be returned to the Customer. Returns received with the original manufacturer’s box written upon or where the Client did not use an adhesive shipping label will be assessed a defaced carton fee of fifteen percent (15%) in addition to any other fee(s).
Shipping Damage
If product arrives with damage that is visible or likely to have affected the contents of the boxes, the preferred method of handling it is to refuse delivery of the shipment due to damage by the carrier. The carrier will be responsible for returning it to PupGear. The Client must note the reason for refusal on the carrier’s ‘attempted delivery’ record. If the damaged shipment is accepted, the recipient must note all known and visible damage on
the carrier’s ‘delivery record’ in order for PupGear to file a damage claim. The recipient must save the product and all packing it arrived in and notify PupGear immediately so a carrier inspection and pickup can be arranged.
Failure to follow these instructions or to report damage within fifteen (15) days from the invoice date will result in the request being denied as out of return eligibility.
Overgoods
Overgoods are unauthorized returns. Any products returned to PupGear without a valid RA number will be considered Overgoods. The Overgoods may be returned to the Client and the Client may be charged a $50 processing fee per shipment returned, and related freight charges. If the Client refuses the shipment of Overgoods from PupGear or returns the Overgoods to PupGear a second time without PupGear prior authorization, the Client agrees to relinquish all right and title to and waives all claims against PupGear for credit related to such products.
THE ORIGINAL MANUFACTURER’S BOX MUST NOT BE WRITTEN UPON
Return Policy Exceptions
We do not accept returns for the following Items
If you receive a defective product, you must notify us immediate, Please send pictures of the defect to
Dog Potty Units and Pup-Grass® Pre-Cut Rolls, and Replacements Mats
Due to health and safety issues, portable dog potty products are not returnable unless product is deemed defective
Cut to Order Products
Pup-Drain and Pup-Grass cut to a customer’s specified length are deemed special orders are not returnable.
Shipping Costs:
The shipping costs for receiving and returning items are the responsibility of the customer. If an item is deemed defective, PupGear will reimburse the shipping costs and ship a new product.
Cancellations:
Orders cancelled after billing but not shipped are subject to a 10% service charge.
Product Support We offer excellent support for our products. If a customer is having a problem using a product and needs assistance, we offer customer support Monday-Friday, 9-4 PST. Our customer service number is 1.844.781.PUPS. Setup Instructions, Care, and Training Guides are included with each product and available via download on our website. Customers may also request documentation via email sales@pupgearpetproducts.com