Refund Policy


Each order placed is custom made for each customer after order is received, so all sales are final. We currently do not have a warehouse or keep an inventory, therefore we unfortunately do not accept returns or issue refunds. However, if there is a defect with the order, we will offer a replacement (same product, same size) if the defect is reported via email (support@pupgroove.com) within 5 days. We do not accept returns or replacements in the case where the customer needs a smaller/larger size or a different color.

Once you have clicked on the "complete order" button, it is unfortunately not possible to edit or cancel your order. However, if you need to change some parameters, like addresses, etc., please contact us first via email (support@pupgroove.com). We are not bound to make such modifications in your order, but we will do our best on a case-by-case basis.

pupgroove.com online store operates with custom print fulfillment services. It is the customer's responsibility to file any claim with the carrier for a lost shipment if the carrier tracking indicates that the package was delivered. Unfortunately, in such case our fulfillment services will not make any refunds and will not resend the product.

pupgroove.com will work with our fulfillment services to review replacement/return requests only if:

(a) a product is damaged, or there is a print error

(b) pupgroove.com receives a submitted complaint (support@pupgroove.com) within 5 days from the day the product was delivered to the customer.

REASONS FOR RETURNS:

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to the fulfillment services' headquarters. You will be liable for reshipment costs once we have confirmed an updated address with you. 

Unclaimed - Shipments that go unclaimed are returned to the facility of our fulfillment services and you will be liable for the cost of a reshipment to you.

Returned by Customer - It is best to first contact us (support@pupgroove.com) before returning ANY product. This is because the return address on your invoice is the address of our fulfillment sevices in California and they do not offer any refund orders for buyer’s remorse, or for size exchanges as each order is custom made for each customer. Therefore, a new order would need to be placed for an updated size.