1. Refund Eligibility

Refunds may be approved in the following situations:

• You received a damaged item
• You received a defective item
• You received the wrong item
• Your approved return has been received and inspected
• Your order was canceled before it was processed or shipped
• Your order could not be delivered due to a verified issue on our side

Refund approval is not automatic and depends on the condition of the item, the reason for the request, and whether the request meets the terms of this policy.

2. Refunds for Returns

If your return request is approved and the returned item is received and passes inspection, we will process your refund to the original payment method.

To qualify for a refund after return, the item must generally:

• Be returned within the approved return window
• Be unused or only minimally handled for inspection
• Be in original condition
• Be returned in original packaging whenever possible
• Not show signs of wear, washing, pet use, pet hair, odor, stains, scratches, bite marks, or damage caused after delivery

Items sent back without prior authorization may not be accepted or refunded.

3. Non-Refundable Situations

We do not issue refunds in the following situations unless required otherwise by law:

• The item has been used by a dog
• The item has been washed
• The item has visible pet hair, stains, odors, scratches, bite marks, or wear
• The item was damaged due to misuse, chewing, scratching, or improper handling
• The item is marked as final sale or non-refundable
• The customer no longer wants the item after using it
• The customer expected a guaranteed training result after use
• The customer entered an incorrect shipping address and the order could not be delivered
• The package was refused by the customer without an approved reason
• The customer failed to complete customs clearance or pay applicable import-related charges

Because many of our products are used in direct pet environments, we cannot restock or resell items once they have been actively used.

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@puptandem.com.

To help us review your case, please provide:

• Your order number
• The name used on the order
• A brief description of the issue
• Clear photos of the item
• Clear photos of the packaging, if applicable

Once reviewed, we may offer a refund, replacement, exchange, or store credit depending on the situation.

5. Order Cancellations and Refunds

If you need to cancel an order, please contact us as soon as possible at info@puptandem.com.

• If the order has not yet been processed or shipped, we may be able to cancel it and issue a full refund.
• If the order has already been processed or shipped, it can no longer be canceled, and the order will need to follow our return procedure if eligible.

Refunds for approved cancellations are issued to the original payment method.

6. Refunds for Shipping Charges

Shipping charges are generally non-refundable unless:

• The wrong item was sent
• The item arrived damaged
• The item arrived defective
• The refund is being issued due to a verified error on our side

If a refund is approved for reasons not caused by our error, original shipping charges will not be refunded.

7. Return Shipping Costs

If a return is approved for a reason not caused by our error, the customer is generally responsible for return shipping costs.

If the refund is related to:

• A damaged item
• A defective item
• An incorrect item sent by us

We will review the case and determine the appropriate refund solution, which may include reimbursing return shipping costs where applicable.

8. International Orders

We ship to the United States, Canada, Australia, and selected countries and regions in Europe. For international orders, please note:

• Original customs duties, taxes, and import fees, if any, are non-refundable
• Refund timing may be affected by international return transit and inspection
• We are not responsible for delays caused by customs processing
• Refunds may be reduced if a package is returned due to failed delivery caused by address errors, refusal, or customs non-compliance

We do not guarantee refunds for shipments affected by service restrictions, sanctions, or delivery limitations outside our control.

9. Packages Marked Delivered

If a package is marked as delivered but you cannot locate it, please contact us at info@puptandem.com as soon as possible.

Before a refund can be considered, we may ask you to:

• Confirm the shipping address
• Check with family members, neighbors, or building staff
• Contact the local carrier
• Allow additional time if the carrier marked the package delivered early

Refunds are not automatically issued for packages marked as delivered, but we will do our best to help review the case.

10. Refund Processing Time

Once your refund is approved, we will process it to your original payment method.

Please allow:

• 3–7 business days for us to review and process the approved refund after inspection or cancellation approval
• Additional time for your bank, card issuer, or payment provider to post the refund to your account

Actual posting times may vary depending on your financial institution.

11. Partial Refunds

In some situations, only a partial refund may be issued, including but not limited to:

• Returned items that are not in original condition
• Items missing parts or packaging not due to our error
• Returned packages with shipping or handling deductions caused by customer-related delivery issues
• Refunds issued after non-refundable service costs have already been incurred

12. How to Request a Refund

To request a refund, please contact: info@puptandem.com

Please include:

• Your order number
• The name used on the order
• The email address used at checkout
• The item(s) involved
• The reason for the request
• Clear photos, if applicable

Please do not send any item back without contacting us first.

13. Return Address

Please contact info@puptandem.com to obtain return authorization and the return address.

Packages returned without prior approval may not be accepted or refunded.

14. Important Note About Product Expectations

Our products are designed to support routine-building, early habit development, and more manageable daily life with a new dog. However, results may vary depending on the dog’s age, temperament, environment, consistency of use, and training approach.