Returns Policy

Returns Policy for Puppy Ecstasy

At Puppy Ecstasy, we are committed to ensuring that you and your furry companions are completely satisfied with your purchase. If for any reason you need to return an item, we’re here to help. This Returns Policy provides detailed information on how to return, exchange, or refund products purchased from our website. Please read it carefully to understand our processes and guidelines.

1. Eligibility for Returns

To qualify for a return, items must meet the following criteria:

  • Condition: Items must be unused, unwashed, and in their original packaging with all tags and labels attached.
  • Timeframe: Returns must be initiated within 30 days of the delivery date.
  • Exceptions: Certain items, such as perishable goods, personalized products, or clearance items, may not be eligible for return. These exceptions will be clearly noted on the product page at the time of purchase.

If your item does not meet these criteria but you believe there is a valid reason for the return, please contact our customer service team for assistance.

2. How to Initiate a Return

Returning an item is easy and hassle-free. Follow these steps:

  1. Log In: Log in to your Puppy Ecstasy account and navigate to the “Orders” section.
  2. Select Item: Find the order containing the item you wish to return and click “Initiate Return.”
  3. Provide Details: Complete the return form by specifying the reason for the return and including any relevant information or photos if the product is defective or damaged.
  4. Receive Instructions: Once your request is reviewed, we will email you detailed return instructions, including the shipping address and any applicable return labels.

If you do not have an account, you can contact our customer service team at info@puppyecstasy.com to initiate the return process.

3. Return Shipping

  • Responsibility for Shipping Costs:
    • If the return is due to our error (e.g., incorrect or defective item), Puppy Ecstasy will cover the return shipping costs.
    • For all other returns, the customer is responsible for the return shipping fees.
  • Shipping Carrier:
    • We recommend using a trackable shipping service to ensure your package is returned to us safely. Puppy Ecstasy is not responsible for items lost in transit.
  • Return Label:
    • If applicable, we will provide a prepaid return label. Print and attach the label securely to your package.

4. Refunds

Refunds will be issued to the original payment method used at the time of purchase. Here’s how the process works:

  • Processing Time: Once we receive and inspect the returned item, we will process your refund within 5-7 business days.
  • Notification: You will receive an email confirmation once the refund has been issued.
  • Payment Method: Depending on your financial institution, it may take an additional 3-5 business days for the refund to reflect in your account.

Please note: Shipping fees from the original order are non-refundable unless the return is due to our error.

5. Exchanges

If you wish to exchange an item for a different size, color, or product:

  1. Follow the same process for initiating a return.
  2. Indicate on the return form that you prefer an exchange.
  3. Specify the new item you would like in exchange.

Exchanges are subject to product availability. If the requested item is unavailable, we will issue a refund instead.

6. Damaged or Defective Items

We take great care to ensure your products arrive in perfect condition. However, if your item arrives damaged, defective, or incorrect:

  1. Contact us within 7 days of delivery.
  2. Provide photos of the item and its packaging to help us assess the issue.
  3. We will provide a resolution, which may include a replacement, refund, or store credit.

7. Non-Returnable Items

Certain items are not eligible for returns due to their nature:

  • Perishable products (e.g., treats, food items)
  • Personalized or customized products
  • Clearance or final sale items
  • Gift cards

For questions about specific items, please contact us before placing your order.

8. Returns for International Orders

If you are located outside the United States, the return process and shipping costs may vary:

  • Customs and Duties: Customers are responsible for any customs fees or duties associated with returning an item.
  • Shipping Costs: Return shipping costs for international orders are the customer’s responsibility unless the return is due to our error.

Contact our international support team at info@puppyecstasy.com for assistance.

9. Store Credit

As an alternative to a refund, you may choose to receive store credit:

  • Store credit will be issued in the form of a unique code redeemable on our website.
  • Store credit does not expire and can be used on any future purchase.

10. Holiday Returns

We understand that holiday shopping requires extra flexibility. For purchases made between November 1 and December 31, we extend our return window to 60 days to accommodate holiday gifting. Standard eligibility criteria apply.

11. Customer Support

If you have any questions or concerns about our Returns Policy or need assistance with a return, please contact us:

  • Email: info@puppyecstasy.com
  • Hours:  MON to FRI: 8 AM to 6 PM. SAT: 9 AM to 12 PM

12. Satisfaction Guarantee

At Puppy Ecstasy, your satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to make it right. Our team is dedicated to ensuring you and your furry companions enjoy every product from our store.

Thank you for choosing Puppy Ecstasy. We’re committed to making every shopping experience a tail-wagging success!