About These Terms

By using our website or placing an order, you agree to these Terms and the policies applicable to your transaction. If you do not agree, please do not place an order or use features that require your agreement.

These Terms apply to purchases made directly through puptandem.com.

Nothing in these Terms limits any mandatory consumer rights or legal protections available under applicable law.

1. About Puptandem

Puptandem is an independently operated online retailer based in the United States, offering pet training supplies and everyday dog care accessories.

We focus on practical products that support common activities involved in caring for and training dogs, including establishing daily routines, walking, basic training, and providing comfortable resting spaces.

We purchase and hold inventory and fulfill orders through our own U.S. operations and third-party fulfillment warehouses located in the United States.

All orders are dispatched from the United States.

We remain responsible for customer-facing order processing, delivery support, cancellations, returns, exchanges, refunds, complaints, and other seller obligations even when a fulfillment partner prepares a shipment.

2. Eligibility and Minors

Our website is intended for a general adult audience and is not directed to children.

You may browse and purchase products without creating an account.

If you cannot independently enter into a legally binding contract where you live, please use the website and make purchases with the involvement and consent of a parent or legal guardian.

Our Privacy Policy explains how we handle information relating to children and the privacy protections available under applicable law.

3. Guest Checkout and Accounts

Creating an account is optional. You may complete purchases as a guest.

An account can help you view available order information, order history, saved details, delivery addresses, tracking information, and after-sales records.

Please provide accurate and complete information when creating an account or placing an order.

You are responsible for taking reasonable steps to protect your login credentials and prevent unauthorized access to your account.

We may review, restrict, suspend, or close an account when there is evidence of fraud, unauthorized access, materially false information, promotional abuse, serious or repeated violations of these Terms, or a material security risk.

We do not make our own final material account-restriction or order-rejection decisions solely through automated processing. Relevant decisions receive human review.

If you believe an account restriction was applied incorrectly, contact info@puptandem.com.

4. Products and Product Information

We sell new pet training supplies and everyday dog care accessories.

Our collection may include training pads, walking leashes, harnesses, training accessories, resting mats, and other practical essentials for dogs.

We work to present accurate product descriptions, photographs, available sizes, colors, variations, prices, availability, and material product details.

Product specifications, available variations, and included components are described on the relevant product pages.

Product Appearance and Variations

Product color and appearance may vary slightly due to screen settings, lighting conditions, and normal product variation.

For wearable pet accessories such as harnesses, customers should review the available sizing information and product details before purchase.

Individual dogs may differ in body proportions, behavior, and preferences. Product suitability may therefore vary depending on the animal and its intended use.

These considerations do not limit your rights if an item is defective, incorrectly supplied, or materially different from its description.

Product Use and Safety

Please follow the instructions, warnings, and intended uses provided with the relevant product.

Pet training accessories should be used appropriately for the animal, activity, and environment.

Products should be inspected for visible wear, damage, or loose components when appropriate, particularly before activities involving walking, restraint, or training.

Pet training products are intended to support everyday care and training routines. They do not guarantee a particular behavioral or training outcome, and they do not replace appropriate supervision or professional assistance where needed.

Nothing in this section excludes our responsibility for defective, unsafe, incorrectly supplied, or materially misdescribed products under applicable law.

Product Availability

Displaying a product on our website does not guarantee that it will remain available until an order is completed.

We do not currently offer digital products, paid memberships, prepaid gift cards, made-to-order products, or pre-orders.

Our newsletter subscription is an optional marketing subscription, not a paid recurring service.

5. Prices and Currency

Product prices are displayed on the website before purchase.

Before payment, checkout shows the merchandise amount, applicable discounts, shipping charges, taxes collected by us, and the final amount payable to us.

Prices and charges are displayed in U.S. dollars or another supported currency where available.

If the website displays another supported currency, the amount and currency confirmed at checkout apply to that transaction.

We do not add undisclosed product charges after an order has been placed.

The availability of a product, price, or promotion may change before an order is successfully completed. Such changes do not retroactively alter the confirmed terms of an accepted purchase except as permitted by applicable law.

6. Taxes, Duties, and Customs

United States

Applicable U.S. sales tax collected by us is calculated according to the delivery address and shown in the checkout total and order details.

Orders delivered within the United States do not incur import duties or customs clearance fees.

European Destinations

European orders are dispatched from the United States and may be subject to import procedures.

Taxes collected by us appear in the checkout total.

Import VAT not collected at checkout, import duties, customs clearance charges, and carrier import-handling charges assessed separately may be payable directly to the relevant customs authority or carrier.

We provide documentation necessary for dispatch.

Please respond to reasonable carrier or customs requests for recipient information or required import payments so clearance can proceed.

If you have questions about an import charge, contact info@puptandem.com before refusing delivery.

Further information is provided in our Shipping Policy.

7. Payment

Payment is collected when you place an order.

Available payment methods are displayed during checkout.

Payment service providers assist with payment authorization, authentication, transaction processing, and security.

We receive limited payment information necessary to manage orders, refunds, security checks, and disputes.

Depending on the payment method, this may include payment status, transaction identifiers, payment method type, card brand, and the last four digits of a payment card where provided.

We do not store full payment card numbers, CVV/CVC security codes, or full financial account credentials.

Please do not send complete card details, security codes, passwords, or banking credentials through email, contact forms, reviews, or customer service communications.

Our Privacy Policy explains how payment-related information is handled.

8. Order Confirmation and Acceptance

After an order has been successfully placed, we send confirmation to the email address provided during checkout.

Order confirmation indicates acceptance, subject to the limited verification, correction, security, legal, cancellation, and fulfillment circumstances described in these Terms and our applicable policies.

Please review your confirmation carefully, including the products ordered, available variations, quantities, delivery address, and amounts charged.

If you notice an error, contact info@puptandem.com promptly.

An order confirmation does not mean the package has already been handed to a delivery carrier.

Shipping confirmation and tracking information are provided separately when the order is dispatched.

9. Order Review

Before fulfillment, we may reasonably review:

• Inventory availability;
• Delivery address completeness;
• Payment authorization;
• Material order inconsistencies;
• Duplicate or unusual transactions;
• Indications of unauthorized payment activity;
• Information necessary to complete the order safely and accurately.

If additional information is needed, we may contact you.

If an order cannot be completed after reasonable review, we may suspend or cancel the affected item or order and issue the applicable refund.

Our own final material order-rejection decisions are not made solely through automated processing.

10. Errors and Unavailable Items

If we identify an obvious pricing, inventory, promotional, shipping-calculation, or technical error before fulfillment, we will review the affected order.

For an obvious pricing error, we will explain the correct terms and allow you to proceed with your agreement or cancel for the applicable refund.

We will not automatically charge a higher amount without your agreement.

If an accepted product becomes unavailable, we will explain the available alternatives, an estimated restocking timeframe where possible, or the option of cancellation and refund.

For example, if a particular size or variation of a dog harness becomes unavailable, we may offer another available option only with your agreement.

We will not substitute a materially different product or require you to wait indefinitely without your agreement.

If we confirm that an item cannot be fulfilled, we will contact you within 1 business day after confirming the issue.

Where cancellation is agreed or no acceptable alternative is available, we initiate the applicable refund within 1–2 business days after confirming cancellation, and no later than 7 calendar days, subject to any earlier legal deadline.

We may cancel a transaction that cannot lawfully or safely be completed because of confirmed fraud, payment-security concerns, legal restrictions, or a similar issue, and provide any refund due.

11. Quantities and Resale

Our website primarily serves individual consumers purchasing pet training supplies and everyday dog care products.

We do not impose a fixed quantity limit on ordinary personal purchases, gifts, or reasonable repeat orders.

We may review unusually large quantities, repeated bulk orders, automated purchasing, clear indications of unauthorized commercial redistribution, or activity creating a material payment, fraud, or inventory risk.

Wholesale or commercial resale arrangements require a separate agreement.

A legitimate bulk purchase does not automatically constitute misuse or a violation of these Terms.

12. Shipping Destinations

We currently deliver to eligible addresses within the contiguous United States and the following supported European destinations:

Austria, Belgium, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, the Netherlands, Norway, Poland, Portugal, Romania, Spain, and Sweden.

We do not currently ship to Alaska, Hawaii, U.S. territories, outlying islands, the United Kingdom, or other destinations outside our supported shipping coverage.

We also do not deliver to P.O. boxes, APO/FPO/DPO addresses, or locations outside our supported carrier routes.

If an order is accepted for an unsupported address, we will contact you, cancel the affected order, and issue a full refund to the original payment method within 7 calendar days, as provided in our Shipping Policy.

13. Shipping Origin and Split Shipments

All orders are dispatched from our own U.S. inventory operations or a third-party fulfillment warehouse located in the United States.

We select the dispatch location according to inventory availability and delivery requirements.

Pet training products may vary in size, shape, and packaging needs. Items may therefore be packaged differently depending on their physical characteristics and shipment requirements.

An order may arrive in multiple packages when products are held at different inventory locations.

We provide tracking information for each package and do not add a shipping charge solely because we divide an order into multiple shipments.

14. Order Processing

We normally process orders and hand them to the carrier within 1–2 business days after payment confirmation.

Business days are Monday through Friday, excluding weekends and company-observed holidays.

Processing includes order checks, picking, packing, and carrier handover.

Creating a shipping label does not, by itself, mean the carrier has received the package.

Processing time is separate from transportation time.

Selecting Expedited Shipping does not shorten the normal 1–2 business day processing period.

Our Shipping Policy provides further information about processing days, holidays, and dispatch procedures.

15. Shipping Methods, Charges, and Free Shipping

We use DHL and FedEx for deliveries. Available shipping options for eligible destinations are displayed at checkout.

Standard Shipping

Standard Shipping costs USD $3.00 per order unless the order qualifies for Free Standard Shipping.

Free Standard Shipping applies when the merchandise subtotal after discounts is:

• USD $100.00 or more for an eligible U.S. order;
• USD $200.00 or more for an order to a supported European destination.

An order exactly at the applicable threshold qualifies.

All merchandise available for purchase through our store counts toward the applicable free shipping threshold.

Taxes, shipping charges, duties, gift cards, and other non-merchandise amounts do not count.

Separate orders cannot be combined to meet a free shipping threshold.

Expedited Shipping

Expedited Shipping costs USD $7.99 per order where available.

It replaces the Standard Shipping option rather than being added to the USD $3.00 charge.

Qualifying for Free Standard Shipping does not waive the expedited charge.

Available services, charges, and estimated delivery times are displayed at checkout.

Our Shipping Policy and Promotional Terms explain the full eligibility and calculation rules.

16. Delivery Estimates

Carrier transit time begins when DHL or FedEx receives the package, after our order processing period.

Estimated Standard Shipping transit times are:

• Contiguous United States: 1–5 business days;
• Supported European destinations: 2–5 business days.

These delivery periods are estimates unless a specific guaranteed service is expressly offered at checkout.

Carrier acceptance cutoffs, holidays, customs processing, severe weather, transportation disruptions, and other carrier network events may affect delivery.

The estimated timeframe displayed for the shipping option selected at checkout applies to your order.

For available Expedited Shipping options, the corresponding service and estimated delivery timeframe are shown before payment.

17. Shipping Confirmation and Tracking

After dispatch, we send shipping confirmation and tracking information to the email address associated with your order.

The first carrier tracking update may take 24–48 hours after carrier handover to appear.

You can track your order through our Order Tracking page or the official tracking service of the applicable carrier.

Split shipments receive separate tracking information.

One package being marked as delivered does not mean every item in the order has arrived.

If tracking has not updated within the period described in our Shipping Policy, please contact info@puptandem.com for assistance.

18. Address Changes

Please check your delivery address carefully before placing an order.

If you need to correct it, contact info@puptandem.com promptly with your order number and complete correct address.

We can update the address while the order remains available for modification before carrier handover.

The 1–2-business-day processing period is not a guaranteed address-change window.

After carrier handover, redirection depends on the carrier's available services.

If a carrier offers redirection for an additional charge, we will explain the available option and actual carrier charge before you decide whether to proceed.

A requested change to an unsupported destination or one creating a payment-verification issue may require cancellation and a new order.

19. Delays Before Dispatch

If we cannot hand an order to the carrier within the stated processing period, we will explain the reason, provide a revised estimated dispatch date, and offer you the option to accept the revised date or cancel the affected order for a refund.

You are not required to accept an indefinite delay.

If you choose cancellation, we will issue the applicable refund to the original payment method within 7 calendar days.

For a fully canceled order, the refund includes any original shipping charge paid to us.

An earlier refund deadline required by applicable law takes priority.

Our Shipping Policy, Cancellation Policy, and Refund Policy provide further procedures and timing.

20. Delayed or Lost Shipments

Contact us if tracking has not updated for 3 business days after the initial 24–48-hour tracking period, or if the package has passed its estimated delivery window.

We will begin investigating the issue within 1 business day after receiving your report.

We will work with the relevant carrier or fulfillment partner and provide updates at least every 2 business days while the investigation remains open.

We aim to resolve delivery investigations within 5–7 business days.

If a package is confirmed lost, you may choose a replacement at no additional cost or a refund.

If we cannot locate the package and provide a reasonable delivery estimate after 7 business days of investigation, we will also offer those options.

You do not have to wait for a carrier claim to be completed or paid before receiving the agreed resolution.

For a fully lost order, the refund includes the original shipping charge paid to us.

For a partially lost order, the refund includes the affected merchandise and any original shipping charge attributable to those items.

21. Tracking Shows “Delivered,” but the Package Is Missing

If tracking shows that a package has been delivered but you cannot find it, please check the delivery location, household members, reception desk or mailroom, package lockers, delivery photograph, and any carrier delivery notices.

If the package remains missing, contact info@puptandem.com.

A “Delivered” tracking scan does not automatically close your claim.

We begin reviewing the issue within 1 business day and request available delivery evidence from the carrier.

We provide updates at least every 2 business days while the investigation remains open.

If we cannot establish correct delivery within 7 business days of investigation, we offer the applicable replacement or refund.

If available evidence establishes correct delivery followed by theft, we will explain our findings and assist with available carrier records.

22. Damaged, Incorrect, or Missing Items

Contact info@puptandem.com if a package or product arrives damaged, the wrong item or variation was sent, a component is missing, or the product materially differs from its description.

For pet training supplies, this may include damaged leash attachments, broken fastening components, missing accessories, incorrect harness sizes, or other product or fulfillment problems.

Reporting visible transit damage or missing contents within 48 hours helps us preserve shipping and fulfillment evidence.

This is a recommended reporting period and does not automatically remove your rights if you contact us later.

We may request your order number, a description of the issue, and relevant photographs reasonably needed to resolve the matter.

An unboxing video is not required.

We respond within 1 business day and aim to resolve confirmed product or fulfillment issues within 5–7 business days.

For a confirmed problem, we provide the appropriate refund, replacement, or exchange under our applicable policies.

Where the issue is our responsibility, we cover necessary return postage and replacement shipping costs.

23. Refused and Undeliverable Packages

A package may be returned because of an incorrect or incomplete address, unsuccessful delivery attempts, failure to collect it, refusal of delivery, or unresolved import requirements.

Refusing delivery does not automatically submit a cancellation request.

If the problem results from our error or a carrier failure, we cover the applicable cost of the agreed resolution.

For a customer-responsible issue, we explain any actual, disclosed, legally recoverable return or redelivery charge before arranging the next step.

We do not impose punitive handling fees.

Please contact info@puptandem.com so we can record your instructions and explain the appropriate refund or redelivery procedure.

For an agreed refund after a shipment is returned, we issue the refund within 7 calendar days after receiving and checking the goods, subject to any earlier statutory deadline.

24. Promotions and Discounts

Our current promotional benefits are limited to the following offers.

Newsletter Subscription Discount — 10% Off

Customers who successfully subscribe to our newsletter may receive 10% off the first eligible order placed after subscribing.

The benefit applies once to the first qualifying order associated with an eligible newsletter subscription.

Customers who have previously purchased from us may also qualify through a new eligible subscription.

The newsletter discount applies to eligible merchandise only. It does not reduce shipping charges, sales taxes, VAT, duties, customs charges, carrier fees, gift cards, or other non-merchandise charges.

The benefit does not automatically become a recurring discount.

Free Standard Shipping

Free Standard Shipping applies to eligible orders when the merchandise subtotal after applicable discounts reaches:

• USD $100.00 or more for eligible deliveries within the contiguous United States;
• USD $200.00 or more for eligible deliveries to supported European destinations.

All merchandise sold through our store counts toward the applicable threshold.

The Newsletter Subscription Discount may be combined with Free Standard Shipping when the resulting merchandise subtotal meets the relevant threshold.

Expedited Shipping remains USD $7.99 per order where available, even when an order qualifies for Free Standard Shipping.

Only one merchandise discount may apply to an order unless a specific offer expressly permits combining discounts.

We do not currently offer separate order-value percentage discount tiers under these Terms.

Complete promotional eligibility requirements, discount calculations, cancellation handling, and other conditions are explained in our Promotional Terms.

25. Cancellation Before Dispatch

To request cancellation, contact info@puptandem.com promptly and provide your order number.

Contacting us within 12 hours of placing an order improves the chance of stopping fulfillment, but it is not a guaranteed cancellation window.

We check the order's actual status, including whether it has entered processing, been packed, or been handed to the carrier.

If we can stop an order before dispatch, we cancel the affected portion and issue the applicable refund.

For a fully canceled order, the refund includes any shipping charge paid to us.

If dispatch can no longer be stopped, we explain the return procedure available after delivery.

If we cannot fulfill an order, we contact you within 1 business day after confirming the issue and initiate an agreed cancellation refund within 1–2 business days after confirmation, and no later than 7 calendar days unless an earlier legal deadline applies.

26. Voluntary 30-Day Returns

We provide a voluntary 30-calendar-day return service for eligible pet training supplies and everyday dog care accessories delivered to destinations we serve.

You may request an eligible return because you changed your mind, selected the wrong size, or prefer another available color or style.

The 30-day period begins on the day after you or your designated recipient receives the goods.

If items from the same order arrive separately, the period begins on the day after the final item is received.

Your return request, rather than the returned package, must reach us within the 30-day period.

After we provide complete return instructions and the designated return address, please hand the return package to your carrier within 7 calendar days.

A delay caused by us in providing the correct instructions or address will not count against this period.

Statutory withdrawal rights have their own deadlines and are not shortened by our voluntary return service.

27. Requesting a Return or Exchange

To request a return or exchange, email info@puptandem.com or use our Contact Us page.

Please provide your order number, the products involved, your contact email address, and whether you prefer a refund or exchange.

You may explain the reason for your request, but a reason is not required for an ordinary change-of-mind return or an applicable statutory withdrawal.

Photographs or videos are not required for an ordinary change-of-mind, size, color, or style return.

For a reported product or delivery problem, we request only information reasonably necessary to understand and resolve it.

We respond to return and exchange requests within 1 business day.

Our Return & Exchange Policy provides the full procedure.

28. Return Instructions and Address

Please contact us for return confirmation and a designated return address before sending goods under our voluntary return service.

Our business address, original shipping-label address, or fulfillment warehouse is not automatically the correct return destination.

Sending goods to an unconfirmed address may prevent us from locating and processing the return.

If we change a previously confirmed return address and this creates additional reasonable shipping costs, we will cover the additional cost caused by that change.

This procedure does not make a valid statutory withdrawal subject to our approval or remove rights relating to defective, damaged, or incorrectly supplied goods.

29. Condition of Voluntary Returns

For an ordinary voluntary return, eligible pet training products should remain in good condition and should not have been used beyond what is reasonably necessary to inspect their appearance, size, fit, and basic features.

You may unpack and inspect products as you would in a physical store.

For wearable dog accessories, such as harnesses, reasonable fitting to check size and fit is permitted, provided the product remains clean and suitable for return.

Please include original tags, labels, accessories, components, and product packaging where practical.

Missing outer shipping packaging does not automatically disqualify a return.

Used or Contaminated Pet Training Supplies

Products used for regular pet activities, training sessions, feeding, resting, or other purposes beyond reasonable inspection generally do not qualify for our voluntary change-of-mind return service.

For hygiene-sensitive products, including absorbent training pads and similar pet care supplies, products that have been used, soiled, or contaminated with pet waste are generally not eligible for voluntary change-of-mind returns.

Products with substantial pet hair contamination, strong odors, stains, excessive wear, damage caused by misuse, missing essential components, or other significant signs of use may also be ineligible under our voluntary return conditions.

These requirements apply to our voluntary return service.

They do not remove statutory withdrawal rights or legal remedies for defective, damaged, incorrectly supplied, or materially misdescribed goods.

Where applicable law allows a reduction in the refund because of handling beyond reasonable inspection, any adjustment will be assessed under the applicable legal requirements.

We do not impose fixed restocking, inspection, or cleaning fees.

30. Return and Exchange Shipping Costs

For a voluntary return based on a change of mind or the customer's size, color, or style selection, the customer pays return postage.

For a preference-based exchange, the customer also pays the shipping cost of the replacement item.

If we sent the wrong product, supplied an incorrect variation, provided defective or materially misdescribed goods, or the product was damaged during transit, we cover necessary return postage when a return is needed and the applicable replacement shipping cost.

The same responsibility applies to confirmed missing products or components when replacement shipment is appropriate.

We do not issue prepaid return labels as our standard return method.

For a confirmed issue that is our responsibility, we agree on a reasonable return shipping method and reimburse necessary postage against appropriate proof of payment.

If paying postage upfront would prevent you from completing the return, contact us so we can arrange another reasonable solution without requiring that upfront payment.

We do not charge fixed restocking, inspection, or cleaning fees.

Further information is provided in our Return & Exchange Policy.

31. Exchanges

An eligible product may be exchanged for another available size, color, or style after we receive and inspect the returned item.

For example, customers may request an available alternative size of a dog harness or another available variation of an eligible pet training accessory.

If the replacement costs more, we will confirm the price difference before collecting additional payment.

If the replacement costs less, we will refund the applicable difference to the original payment method.

For a completely different product, we may explain the option of returning the original item for an eligible refund and placing a new order.

If the requested replacement is unavailable, we will explain available alternatives, a reasonable restocking timeframe where applicable, or the option of an eligible refund.

We will not substitute a materially different product or require you to wait indefinitely without your agreement.

Corrective replacements for confirmed fulfillment errors, transit damage, missing items, or defects follow the no-additional-shipping-charge rules in our Shipping Policy and Return & Exchange Policy.

Once a corrective replacement has been agreed and the necessary delivery information is confirmed, we dispatch it within 1–2 business days.

32. Refund Processing

We inspect returned goods within 1–2 business days after they reach the designated return location.

Once a refund is confirmed, we initiate it within 1–3 business days.

For an eligible return without an unresolved condition issue, we complete inspection and initiate the refund no later than 7 calendar days after receiving the returned goods, subject to any earlier legal deadline.

Refunds are issued to the original payment method.

Your bank or payment provider controls when the funds appear in your account after we initiate the refund.

We do not require customers to accept store credit, coupons, gift cards, or promotional credit instead of an eligible monetary refund.

We do not charge a refund-handling fee.

If a refund to the original payment method cannot be completed, we will investigate through the relevant payment channel and contact you about a permitted alternative.

For other refund situations, including cancellation, lost shipments, or statutory withdrawal, the applicable deadlines are explained in our Refund Policy.

33. Original Delivery Charges on Returns

For an ordinary voluntary change-of-mind, size, color, or style return, the original delivery charge is generally not refunded unless applicable law requires otherwise.

For an eligible statutory withdrawal of an entire order, we refund the applicable standard outbound delivery amount.

Our Standard Shipping charge is USD $3.00 per order, and our Expedited Shipping charge is USD $7.99 per order where available.

If Standard Shipping cost USD $3.00 and you voluntarily selected Expedited Shipping for USD $7.99, the statutory outbound delivery reimbursement is USD $3.00.

The additional USD $4.99 for the expedited service is excluded.

If Standard Shipping was free and you voluntarily selected Expedited Shipping, there is no standard outbound delivery charge to reimburse for an ordinary statutory withdrawal.

If an entire order is refunded because of our fulfillment error, confirmed transit loss, or defective goods, delivery-charge reimbursement follows our Return & Exchange Policy and Refund Policy, including an applicable paid expedited charge.

For partial refunds involving problems for which we are responsible, we refund the affected goods and any original delivery charge attributable to them.

34. European Statutory Withdrawal

Consumers in the European Union generally have 14 calendar days after receiving an eligible online purchase to notify us that they wish to withdraw from the purchase without giving a reason, subject to applicable legal exceptions.

For goods from one order delivered separately, the withdrawal period generally begins on the day after receipt of the final item.

We also extend the withdrawal arrangements described in our Return & Exchange Policy to eligible customers in Norway, without limiting stronger rights available under local law.

To exercise an applicable statutory withdrawal right, send a clear withdrawal statement to info@puptandem.com within the applicable period.

A valid statutory withdrawal does not require our approval.

After notifying us of your withdrawal, please send the goods back within 14 calendar days and contact us for the designated return address and instructions.

The statutory return period is separate from the 7-calendar-day dispatch period under our voluntary return service.

For an eligible statutory withdrawal, we reimburse eligible payments without undue delay and no later than 14 calendar days after receiving the withdrawal notice.

Unless we have offered to collect the goods, we may withhold reimbursement until we receive the goods or you provide evidence that they have been sent back, whichever occurs first, where permitted by law.

Eligible reimbursement includes applicable standard outbound delivery charges but excludes additional charges for a more expensive delivery option voluntarily selected instead of standard delivery.

For an ordinary change-of-mind withdrawal, the customer pays direct return postage unless applicable law requires otherwise.

Necessary return costs for defective, damaged, or incorrectly supplied goods are handled under our Return & Exchange Policy.

Our voluntary return conditions do not limit mandatory statutory withdrawal protections.

35. Faulty or Non-Conforming Goods

Our voluntary 30-day return period does not shorten legal rights concerning goods that are defective, damaged, incorrectly supplied, materially misdescribed, or otherwise non-conforming under applicable law.

For pet training products, this may include a confirmed defect affecting a leash attachment, harness fastening component, training accessory, or another product feature relevant to its intended use.

Where a product has a confirmed defect or does not conform to the purchase contract, we will review the circumstances and provide the appropriate remedy required by applicable law.

We do not offer a separate commercial warranty that replaces statutory consumer rights.

The absence of an additional commercial warranty does not reduce any statutory guarantee, remedy, or legal protection available to you.

Contact info@puptandem.com if you believe a product is defective or materially different from its description.

36. Refunds Without a Return

Where returning goods serves no reasonable purpose, we may expressly agree to a refund or replacement without requiring the product to be returned.

Examples include confirmed non-delivery, severe product damage, or circumstances in which the cost or nature of return transportation would be disproportionate.

For certain pet training supplies, including severely damaged or contaminated products, we may determine that requiring the physical item to be returned is unnecessary or impractical.

We will clearly explain when a return is not required.

Please keep the affected product and relevant packaging until we confirm the appropriate next step.

Refunds without returns are assessed according to the circumstances and are not automatic for every request.

37. Reviews and Customer Content

Where review features are available, customers may submit product feedback, ratings, and relevant photographs.

For example, a customer may choose to share their experience with a dog training accessory, walking leash, harness, or another product purchased from Puptandem.

Please do not include home addresses, complete payment details, account credentials, identity documents, private correspondence, or other unnecessary personal information.

By submitting content for publication, you confirm that you have the right to provide it and that it does not unlawfully infringe another person's rights.

You grant us a non-exclusive, worldwide, royalty-free license to host, format, reproduce, and display that content as reasonably necessary to operate our website and present customer feedback.

We may moderate or remove spam, fraudulent reviews, unlawful or infringing material, and content unrelated to the shopping experience.

Submitting a review does not automatically authorize us to use your identifiable photograph or testimonial in paid advertising.

We seek separate permission for that use.

Our Privacy Policy explains how reviews and submitted personal information are handled.

38. Intellectual Property

Text, graphics, logos, photographs, layout, and other original website materials owned by us are protected by applicable intellectual property laws.

You may access and use puptandem.com for ordinary personal shopping, product research, and information.

You may not unlawfully copy, distribute, commercially exploit, interfere with, or misuse our website or its content.

These Terms do not transfer ownership of our intellectual property.

Product information and website materials may not be used in ways that infringe applicable intellectual property rights or materially disrupt our business operations.

Nothing in these Terms prevents uses permitted by applicable law.

39. Prohibited Use

You may not use puptandem.com for fraud, unauthorized transactions, unlawful account access, malicious activity, intellectual property infringement, or conduct materially disrupting normal website operations.

Prohibited conduct includes:

• Providing materially false information to obtain products or benefits;
• Attempting unauthorized access to accounts or website systems;
• Introducing malicious software;
• Circumventing security protections;
• Using automated systems to disrupt inventory or website operations;
• Knowingly exploiting obvious pricing or technical errors;
• Engaging in fraudulent payment or promotional activity.

We may take reasonable action to protect customers, payments, inventory, website functionality, and our legal obligations.

Any account restriction or transaction cancellation remains subject to applicable consumer rights and the procedures described in these Terms.

40. Privacy

We process personal information to operate our website, manage accounts and orders, arrange payment and delivery, provide tracking, handle after-sales requests, prevent fraud, and maintain required business records.

Customer account creation is optional.

Optional marketing, analytics, and advertising consent is not a condition of purchase.

We do not store full payment card numbers, CVV/CVC security codes, or full financial account credentials.

Our Privacy Policy describes the collection, use, disclosure, retention, international processing, security, and privacy rights associated with personal information.

Customers may contact info@puptandem.com to submit eligible privacy requests.

41. Cookies

Necessary Cookies support shopping sessions, carts, checkout, account access, website security, and saved privacy choices.

Optional Functional, Analytics, Performance, and Advertisement Cookies are controlled through our CookieYes preference panel.

Before you make a choice, only Necessary Cookies are active.

Non-essential cookies and tracking technologies require the relevant consent.

Our cookie banner allows visitors to:

• Accept All optional categories;
• Reject All optional categories;
• Customise their preferences.

Closing the banner, scrolling, or continuing to browse does not constitute consent.

Cookie preferences are saved for 180 days, unless the relevant cookie is removed sooner.

You can reopen cookie settings and change or withdraw consent at any time.

Cookie consent and email marketing subscriptions are separate choices.

Our Cookie Policy explains these technologies and privacy controls in greater detail.

42. Marketing Communications

Entering an email address at checkout does not automatically subscribe you to promotional emails.

Promotional emails are sent to people who voluntarily choose to subscribe.

An eligible newsletter subscription may provide 10% off the first qualifying order placed after subscribing, including for customers who have previously purchased from us.

The newsletter discount is a one-time benefit associated with an eligible subscription.

It is not a paid membership, recurring subscription charge, or automatic discount on every future order.

The benefit and its combination with Free Standard Shipping are explained in our Promotional Terms.

You may unsubscribe using the option provided in a promotional email or by contacting info@puptandem.com.

Necessary communications concerning orders, payments, shipping, tracking, returns, refunds, account security, and customer support may continue after you unsubscribe from promotional messages.

Rejecting Advertisement Cookies does not cancel a newsletter subscription, and accepting optional cookies does not automatically subscribe you to marketing emails.

43. External Service Providers

External service providers assist with website hosting, payments, authentication, U.S. fulfillment, DHL and FedEx deliveries, tracking, customer communications, cookie preferences, analytics, and advertising.

Our website uses services including WordPress, Hostinger, and CookieYes.

An independent provider's own terms and privacy notice govern activities on its separate website or service.

Using external providers does not remove seller obligations that applicable law or our customer-facing policies place on us.

We remain responsible for customer-facing order fulfillment, shipping support, returns, refunds, and other contractual obligations within our responsibility.

Our Privacy Policy and Cookie Policy explain relevant information-processing practices.

44. Website Availability

We work to keep our website accurate, secure, and available.

Maintenance, technical issues, security incidents, communication failures, or circumstances outside our reasonable control may cause temporary interruptions.

We may maintain, repair, or update website features when reasonably necessary.

Temporary website interruptions do not remove rights relating to an accepted order, payment, delivery, return, exchange, or refund.

If a website issue affects an existing order, please contact info@puptandem.com so we can review the situation and provide appropriate assistance.

45. Complaints and Decision Reviews

If you disagree with an order, delivery, return, exchange, refund, cancellation, or other customer service decision, contact info@puptandem.com with your order number and an explanation of the issue.

For a return, refund, or cancellation decision review, we respond within 3 business days with an outcome or an explanation of any additional information reasonably needed.

We maintain appropriate transaction and support records to investigate complaints.

For reported damaged, defective, incorrect, or missing products, the shorter response periods in our Shipping Policy and Return & Exchange Policy apply.

A request for review does not remove any statutory consumer right.

46. Payment Disputes and Other Remedies

We encourage customers to contact us about order or payment problems so we can review the issue and provide appropriate assistance.

Contacting us does not require you to give up assistance from a payment provider, card issuer, consumer authority, regulator, court, or another available dispute-resolution channel.

We do not require withdrawal of an existing payment dispute before investigating or providing an otherwise eligible remedy.

Where a formal payment dispute is open, we coordinate through the applicable process to prevent duplicate refunds.

Nothing in these Terms restricts your ability to pursue remedies available under applicable law.

47. Mandatory Consumer Rights

Nothing in these Terms excludes or limits a statutory guarantee, withdrawal right, refund, remedy, or other consumer protection where doing so is prohibited by law.

Our voluntary policies supplement applicable mandatory consumer rights.

For customers protected by applicable European consumer law, relevant statutory withdrawal rights and remedies for defective or non-conforming goods continue to apply.

If a provision of these Terms conflicts with a consumer protection that cannot legally be waived, that mandatory protection applies.

48. Liability

We remain responsible for obligations imposed by applicable law.

Nothing in these Terms excludes liability where exclusion is prohibited.

For consumer purchases, we are responsible for reasonably foreseeable losses caused by our breach of these Terms or failure to use reasonable care where applicable law imposes that responsibility.

Customers should use pet training supplies according to the relevant product instructions, warnings, and intended purposes.

We do not guarantee a particular training result, change in animal behavior, or outcome from using a pet training accessory.

However, this does not exclude or reduce our responsibility for defective or unsafe products, misleading descriptions, failures to fulfill contractual obligations, or other matters for which liability cannot lawfully be excluded.

This section does not remove any consumer right that cannot lawfully be waived.

49. Governing Law

These Terms and purchases made directly through puptandem.com are governed by the laws of the U.S. state where Puptandem LLC maintains its principal place of business, together with applicable federal law, subject to mandatory consumer protections that apply to you.

This provision does not remove any consumer protection that cannot lawfully be waived under the law applicable where you live.

It also does not limit your right to bring a claim or complaint before a competent court, authority, or regulator where applicable law provides that right.

50. Changes to These Terms

We may update these Terms when our website, products, operations, policies, or applicable legal requirements change.

The Last Updated date at the top identifies the current version.

For a material change affecting an existing account, pending order, or important customer right, we provide appropriate notice.

The material purchase terms and customer-facing policies in effect when an order was completed continue to govern that transaction unless applicable law requires otherwise.

Publishing revised Terms does not itself provide consent to a new optional privacy, analytics, advertising, or marketing purpose that requires separate consent.

51. Relationship With Other Policies

These Terms should be read together with our other customer-facing policies.

Shipping Policy

Explains supported shipping destinations, order processing, delivery charges, Free Standard Shipping, transit estimates, customs procedures, tracking, and delivery problems.

Return & Exchange Policy

Explains our voluntary 30-day return service, product condition requirements, exchanges, return postage responsibility, designated return addresses, and applicable statutory withdrawal rights.

Refund Policy

Explains refund eligibility, refund amounts, original delivery-charge reimbursement, payment methods, and refund processing times.

Cancellation Policy

Explains cancellation requests at different fulfillment stages, order changes, partial cancellations, and refunds for successfully canceled orders.

Privacy Policy

Explains how personal information is collected, used, disclosed, retained, protected, and processed, as well as applicable privacy rights.

Cookie Policy

Explains Necessary and optional Cookies, website tracking technologies, consent management, and cookie preference controls.

Promotional Terms

Explains the Newsletter Subscription Discount of 10% off the first eligible order after subscribing, Free Standard Shipping thresholds of USD $100 for eligible U.S. orders and USD $200 for supported European destinations, discount calculations, and promotional order conditions.

Where a more specific policy provides the procedure for a particular subject, that procedure applies.

No policy limits a mandatory consumer right.

52. Severability and Waiver

If any provision of these Terms is found invalid or unenforceable, the remaining provisions continue to apply to the extent permitted by law.

A decision not to enforce a provision on one occasion does not automatically waive our right to enforce it later.

This section does not reduce any mandatory consumer protection or statutory remedy.