1. Return & Exchange Window

We accept eligible return or exchange requests within 30 days of delivery.

To be considered for return or exchange, the item must:

• Be unused or only minimally handled for inspection
• Be in its original condition
• Be returned in its original packaging whenever possible
• Not show signs of wear, damage, heavy pet use, washing, or misuse

Items returned without prior authorization may not be accepted or processed.

2. Products Eligible for Return or Exchange

We may accept returns or exchanges for items such as:

• Unused walking accessories
• Unused training tools
• Unopened or unused routine-support products
• Items that arrived damaged
• Items that arrived incorrect
• Items with a verified quality issue upon arrival

Because our collection includes products used in direct pet environments, eligibility depends heavily on condition and hygiene status.

3. Non-Returnable / Non-Exchangeable Items

For hygiene, safety, and product integrity reasons, we do not accept returns or exchanges for the following unless they arrived damaged or incorrect:

• Products that have been used by a dog
• Washed items
• Items with pet hair, stains, odors, scratches, bite marks, or visible wear
• Used potty-support products
• Used calming or bedding-style soft goods
• Used walking gear or training accessories
• Items damaged due to improper use, chewing, scratching, or excessive force
• Clearance items, final sale items, or promotional giveaway items, if marked as non-returnable

Because many of our products are intended for close daily contact with pets, we are unable to restock 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 the issue, please include:

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

Once reviewed, we will determine whether a replacement, exchange, store credit, or refund is appropriate.

5. How to Request a Return or Exchange

To request a return or exchange, please contact us first at: info@puptandem.com.

Please do not send any item back without contacting us in advance.

Your request should include:

• Your order number
• The name used on the order
• The email address used for the purchase
• The item(s) you would like to return or exchange
• The reason for the request
• Photos, if the request involves damage, defect, or a shipping issue

After review, we will let you know whether your request is eligible and provide return authorization instructions if approved.

6. Return Address

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

Packages sent back without first contacting our return support team may not be accepted or processed.

7. Return Shipping Costs

Unless the return is due to our error, such as:

• Receiving the wrong item
• Receiving a damaged item
• Receiving a defective item

The customer is generally responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is caused by our mistake or an approved product issue.

If an exchange is approved, any additional shipping cost for the exchanged item may be charged depending on the reason for the exchange and the delivery destination.

8. International Returns

We currently ship to the United States, Canada, Australia, and selected countries and regions in Europe. Because international returns may involve higher shipping costs, customs handling, and longer transit times, customers outside the United States should contact us before initiating any return.

Please note:

• Customers are responsible for any return shipping charges unless the return is due to our error
• Original customs duties, import fees, or taxes, if any, are non-refundable
• We are not responsible for delays caused by international return transit or customs processing

We do not accept returns from destinations where shipping restrictions, sanctions, or service limitations prevent reliable return delivery.

9. Exchanges

We accept eligible exchange requests for approved items, subject to product availability.

Exchanges may be requested if:

• The item arrived damaged
• The item arrived incorrect
• The item has a verified issue
• You received an approved item that is unused and eligible for exchange

If the requested replacement item is unavailable, we may offer an alternative solution such as store credit or refund review.

10. Items Not Received or Delivery Issues

If your package is marked as delivered but cannot be located, or if your shipment experiences a significant delivery issue, please contact us at info@puptandem.com before opening a return request.

For delivery-related concerns, we may first need to review tracking, carrier updates, and delivery details before determining the next step.

11. Refused or Undeliverable Packages

If an order is refused by the customer or returned due to:

• An incorrect or incomplete shipping address
• Failure to collect the package
• Failure to complete customs clearance
• Refusal to pay applicable import-related charges

Any refund issued may be reduced by shipping costs, return handling charges, or carrier fees where applicable.

12. Refunds for Approved Returns

Once your approved return is received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to the original payment method. Please note that it may take additional time for your bank or payment provider to post the refund to your account.

For full details about refund timing and refund handling, please refer to our Refund Policy.

13. Important Notes About Product Use

Our products are designed to support early routines, adjustment, and habit-building for dogs, but pet behavior can vary widely. We cannot guarantee that a product will produce a specific training outcome, eliminate a behavior issue immediately, or work the same way for every dog.

Return and exchange eligibility is based on the condition of the item, not on training speed, adjustment progress, or behavioral expectations after use.