Refund Policy

Effective date: August 10, 2026

We want every PupSmith order to arrive as expected and work well for your household. This policy explains when an item can be returned and how we handle refunds, exchanges, and order problems.

30-day return window

You may request a return within 30 days after your order is delivered. To qualify, an item must be unused, undamaged, and in the same condition in which you received it, with its original packaging, tags, instructions, and included parts. You will also need the order number or other proof of purchase.

To start a return, contact support@pupsmith.com before mailing the item. If the return is accepted, we will send return instructions and the correct return address. Items sent back without authorization may not be accepted. Please package returns securely; damage that occurs because of inadequate return packaging may reduce or prevent a refund.

Return shipping

Customers are responsible for return shipping costs unless the item arrived defective, damaged, or different from what was ordered. We recommend a trackable shipping service because you remain responsible for the parcel until it reaches us. Original shipping charges and any expedited-shipping fees are nonrefundable unless the return is caused by our error.

Damaged, defective, or incorrect items

Inspect your order promptly. Contact us as soon as possible if an item is damaged, defective, or incorrect, and include the order number plus clear photos of the item and packaging. When we confirm the problem, PupSmith will provide an appropriate replacement, refund, or prepaid return option at no additional cost to you.

Items that cannot be returned

For health, safety, and practical reasons, we cannot accept returns of used goods; items damaged after delivery; personalized, custom-made, or final-sale items; gift cards; or goods marked nonreturnable on the product page. We also cannot accept an item with pet hair, odor, staining, bite marks, missing parts, or other signs of use. These limits do not reduce any rights you have under applicable law.

Refunds

We will inspect an accepted return and notify you of the decision. Approved refunds are issued to the original payment method, usually within 5–10 business days after inspection. Your bank or card issuer may need additional time to post the credit. If more than 15 business days have passed since we approved a refund, contact us.

Exchanges and cancellations

The quickest way to exchange an item is to return the eligible item and place a new order after the return is approved. We may be able to cancel or change an order before fulfillment begins, but we cannot guarantee changes once processing has started. If an order has already shipped, the standard return process applies.