Refund policy

REFUND & RETURN POLICY

At Explore Puppy, we want you to feel confident when shopping for your pet. If something isn’t right with your order, please contact us, and we’ll do our best to make it right.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must be:

• In the same condition in which you received it
• Unused, unworn, and unwashed
• Free from pet hair, odors, bite marks, scratches, or other signs of use
• In its original packaging, with tags or accessories when applicable
• Accompanied by your order number or proof of purchase

To request a return, email us at:

support@explorepuppy.com

Please include your order number and the reason for your return.

Do not send an item back before contacting us. Once your return is approved, we will provide instructions explaining how and where to send your package.

Returns sent without prior authorization may not be accepted.

RETURN SHIPPING

For returns due to a change of mind, incorrect size selection, or other customer preference, the customer is responsible for return shipping costs unless we state otherwise.

If you receive an incorrect, damaged, or defective item due to an error on our part, please contact us as soon as possible. After reviewing the issue, we will provide an appropriate solution, which may include a replacement, refund, or return instructions at no additional return-shipping cost to you.

Original shipping charges are generally non-refundable for change-of-mind returns.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order when it arrives.

If your item arrives damaged, defective, or different from what you ordered, email support@explorepuppy.com as soon as possible and include:

• Your order number
• A brief description of the issue
• Clear photos or video showing the problem, when applicable

We will review the issue and work with you to provide an appropriate resolution.

EXCEPTIONS / NON-RETURNABLE ITEMS

For health, hygiene, and safety reasons, we cannot accept returns of products that have been used, washed, chewed, damaged after delivery, or contain pet hair or odors.

We also cannot accept returns for:

• Personalized or custom-made products
• Gift cards
• Items clearly marked “Final Sale” before purchase

If you are unsure whether your item is eligible for return, contact us before sending it back.

EXCHANGES

The fastest way to receive a different item, size, or color is to request a return for the original item and place a new order after the return has been approved.

If the wrong item was sent because of an error on our part, contact us, and we will help arrange the appropriate solution.

REFUNDS

Once we receive and inspect an approved return, we will notify you whether the refund has been approved.

If approved, the refund will be issued to your original payment method, generally within 10 business days after approval.

Your bank, card issuer, PayPal, or other payment provider may require additional time to process and display the refund in your account.

If more than 15 business days have passed since we approved your refund, please contact:

support@explorepuppy.com

ORDER CANCELLATIONS & CHANGES

If you need to cancel an order or change the shipping address, contact us as soon as possible at support@explorepuppy.com.

We will do our best to make the requested change before the order ships. However, once an order has been processed or shipped, we may no longer be able to cancel it or change the delivery address.

SHIPPING DELAYS & UNAVAILABLE ITEMS

If we are unable to ship your order within the expected shipping timeframe, we will contact you when required and provide available options, which may include accepting the revised shipping timeframe or cancelling the affected order for a refund.

If an item becomes unavailable and we cannot fulfill your order, we may cancel the affected item or order and issue a refund to the original payment method.

Questions about returns or refunds?

Email us at:

support@explorepuppy.com

Explore Puppy
https://explorepuppy.com