Refund Policy

To request a return, refund, or exchange, please email us at help@puppypad.us. Our customer support team will guide you through the process.

Order Cancellation

We work to process and ship orders as quickly as possible so that customers receive their products without unnecessary delays.

Cancellation requests are handled according to the following conditions:

• If you contact us within 12 hours of placing your order and the package has not yet been prepared or shipped, we can cancel the order and issue a full refund.

• If more than 12 hours have passed but your order has not yet been shipped, we will make every reasonable effort to cancel it. However, cancellation cannot be guaranteed.

• Once an order has been shipped or transferred to our logistics provider, it can no longer be cancelled. In this situation, you may request a refund or replacement under the terms of our Refund and Return Policy.

Refund and Return Policy

We provide a 90-day return period. You have 90 days from the date your order is delivered to request a refund or exchange.

Unused Products

Unused products may qualify for a full refund when they are returned in their original packaging and include valid proof of purchase.

Expedited Shipping fees and Shipping Protection charges are non-refundable once an order has been processed, fulfilled, or shipped.

Used or Damaged Products

We do not require used or damaged products to be returned. However, you may still be eligible for a refund.

To submit a refund request, please email help@puppypad.us and provide:

• The number of products that have been used or damaged

• Clear photographs showing the condition of the products

Special Offers and Add-On Return Policy

Some customers may receive exclusive add-on offers after completing their original purchase, including promotions such as the 100th Customer Special or discounted Laundry Detergent Sheets.

The following conditions apply to these promotional offers:

• Special add-on promotions are only available to eligible customers who keep their original purchase.

• The discounted price of the add-on products depends on the original order remaining active.

• If you choose to return your original purchase, you will no longer qualify for the special add-on pricing because the promotional discount was linked to your initial order.

For orders containing promotional add-ons, you may choose one of the following return options:

• Return only the add-on product or products while keeping your original purchase.

• Return both the original purchase and the promotional add-on products together.

• You may not return only the original purchase while keeping the add-on product at its discounted promotional price.

These conditions help us apply promotional discounts fairly and allow us to continue offering exclusive deals to qualifying customers.

Return Shipping

Customers are responsible for all return shipping expenses.

Before sending any product back, please contact us at help@puppypad.us. We will provide the correct return address and detailed shipping instructions.

Returns sent without prior authorization will not be accepted. Please also avoid using a shipping service that requires a signature upon collection or delivery, as this may delay the return process.

Orders that are rejected or refused at delivery are not eligible for a refund or reshipment.

If your package cannot be delivered, please contact us so that we can confirm your shipping information and arrange one complimentary reshipment. If the replacement shipment also fails to be delivered, we will not provide an additional free reshipment or refund.

Refunds cannot be issued for orders that are subject to a chargeback.

To receive a full refund, all products included in the order must be returned, including any complimentary or free gifts.

Damaged or Defective Products

We stand behind the quality of our products. However, in rare situations, an item may arrive damaged, defective, or become damaged during transportation.

If this occurs, please email help@puppypad.us with clear evidence of the damage or defect. Once the claim has been reviewed, we may provide either a free replacement or a refund.

You must contact us within 90 days of the delivery date to qualify. We may request additional photographs, videos, or other evidence to verify the product’s condition before approving your request.

This verification process helps protect both our customers and our business.

Exchanges

The fastest way to receive a different item is to return the product currently in your possession. After your return has been approved, you may place a new order for the replacement item.

Please note that return and exchange shipping costs are the responsibility of the customer.

Incorrect Shipping Address

Customers are responsible for entering a complete and accurate shipping address when placing an order.

We may be able to update the delivery address if we receive your request before the order has been shipped.

Once an order has been dispatched, we are unable to modify the shipping address. You may contact the shipping carrier directly and ask whether the package can be redirected.

For orders shipped through USPS, customers may also use the USPS Package Intercept service when available.

Packages Lost or Stolen After Delivery

Once the shipping carrier has confirmed that a package was successfully delivered, PuppyPad cannot be held responsible if the package is later lost or stolen, including theft by so-called “porch pirates.”

Customers are responsible for providing a secure and suitable delivery location at their property.

Any refund or replacement offered in these circumstances will be determined solely at our discretion.

We recommend contacting your local post office and filing a report with the local police department. In some cases, the relevant authorities may be able to assist in locating or recovering the missing package.