Returns & Shipping Policy
Last updated: July 7, 2026
At The Refined Pup, we want you and your pup to love every piece you bring into your home. Please review our shipping, return, and refund policy before placing an order.
Because our products are fulfilled through trusted third-party suppliers, processing times, shipping timelines, packaging, tracking updates, and product availability may vary by item.
Shipping Policy
Order Processing
Once your order is placed, it is submitted for processing and fulfillment through one of our third-party suppliers.
Most orders begin processing within 2–5 business days, unless otherwise stated on the product page or communicated after purchase. Processing times may vary depending on supplier availability, order volume, holidays, or product-specific fulfillment requirements.
Orders are processed Monday through Friday, excluding weekends and holidays.
Shipping Times
Shipping timelines vary depending on the product, supplier, shipping carrier, and delivery destination.
Estimated delivery times are provided as a general guideline only and are not guaranteed. Delivery delays may occur due to carrier issues, weather, holidays, supply chain delays, customs, incorrect addresses, or circumstances outside of our control.
Because items may ship from different suppliers, orders containing multiple products may arrive in separate packages and at different times.
Third-Party Fulfillment
All orders from The Refined Pup are fulfilled by third-party suppliers. This means:
- Products may ship from different locations
- Items in the same order may arrive separately
- Tracking information may be provided at different times
- Packaging may vary by supplier
- Certain fulfillment or delivery delays may be outside of our direct control
We work with suppliers to ensure orders are handled carefully, but once an order has been submitted for fulfillment or transferred to a carrier, some changes may no longer be possible.
Shipping Confirmation and Tracking
When tracking information is available, you will receive a shipping confirmation email with tracking details.
Please allow time for tracking information to update after it is issued. In some cases, tracking may show limited movement for a short period while the carrier updates its system.
Incorrect Shipping Information
Customers are responsible for providing complete and accurate shipping information at checkout.
The Refined Pup is not responsible for orders delayed, lost, returned, or delivered incorrectly due to an incomplete or incorrect shipping address provided by the customer.
If a package is returned to sender or requires reshipment due to an incorrect address, the customer may be responsible for any additional shipping costs, return fees, or reshipment fees.
Lost, Delayed, or Stolen Packages
Once a package has been transferred to the shipping carrier, delivery is generally outside of our control.
The Refined Pup is not responsible for packages that are delayed, lost, stolen, or marked as delivered by the carrier. If your tracking information shows that your package was delivered but you have not received it, please check with your local carrier, neighbors, household members, front desk, mailroom, or delivery location.
We will do our best to assist when possible, but we cannot guarantee replacements or refunds for packages marked as delivered.
Refused or Undeliverable Packages
If a package is refused, returned to sender, or deemed undeliverable due to customer error, the customer may be responsible for original shipping costs, return shipping costs, supplier fees, and any reshipment fees.
Refunds for refused or undeliverable packages are not guaranteed and will be reviewed on a case-by-case basis.
Return Policy
Return Window
We accept eligible returns within 30 days of delivery.
To be eligible for a return, your item must be:
- Unused, unworn, unwashed, and in its original condition
- Free of pet hair, stains, odors, damage, bite marks, scratches, or signs of use
- Returned with original packaging, tags, labels, manuals, inserts, and accessories, if applicable
- Accompanied by proof of purchase or order confirmation
Items that do not meet these requirements may not be accepted for return.
Third-Party Supplier Return Requirements
Because our orders are fulfilled by third-party suppliers, return eligibility may vary by product and supplier.
Some items may be subject to supplier-specific return rules, restocking fees, return address requirements, or non-returnable restrictions. Before sending any item back, you must contact us first so we can confirm eligibility and provide the correct return instructions.
Please do not send items back to the address on the package unless we specifically instruct you to do so. Supplier return addresses may differ from the original shipping address.
Returns sent without approval or sent to the wrong address may not be accepted or refunded.
Non-Returnable Items
For hygiene, safety, and quality reasons, certain items cannot be returned.
Non-returnable items may include:
- Used, washed, worn, or damaged products
- Items with pet hair, stains, odors, scratches, bite marks, or signs of use
- Final sale or clearance items
- Gift cards
- Personalized, customized, or made-to-order items
- Beds, blankets, crate mats, soft goods, or fabric items that have been used by a pet
- Items returned without original packaging, tags, labels, inserts, or accessories
- Any item not in clean, unused, and resellable condition
If you have questions about whether your item is eligible for return, please contact us before sending it back.
How to Start a Return
To start a return, please email us at:
Please include:
- Your name
- Order number
- Email address used at checkout
- Item you would like to return
- Reason for the return
- Photos, if the item arrived damaged, defective, or incorrect
Once your request is reviewed, we will provide return instructions if your item is eligible.
Returns must be approved before being sent back. Returns sent without approval may not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Original shipping charges are non-refundable unless the return is due to an error on our part.
We recommend using a trackable shipping service when returning your item. The Refined Pup is not responsible for returns that are lost, delayed, or damaged in transit.
Depending on the supplier and product, return shipping may need to be sent to a specific supplier-designated return address.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Clear photos of the item
- Clear photos of the packaging
- Photos of any damaged areas, defects, or incorrect items received
If the item is confirmed to be damaged, defective, or incorrect, we will work with you and the supplier to make it right through a replacement, exchange, store credit, or refund, depending on the situation and product availability.
Damage or defect claims submitted after 7 days may not be eligible for replacement or refund.
Exchanges
If you would like a different item, size, color, or style, please contact us at:
Exchanges are subject to product availability and supplier approval. In many cases, the fastest option is to return the eligible item and place a new order for the item you prefer.
Refunds
Once your return is received and inspected by the supplier or approved return location, we will notify you whether your refund has been approved.
If approved, your refund will be issued to the original payment method. Please allow time for your bank, credit card company, or payment provider to process and post the refund.
Shipping charges, return shipping costs, gift wrapping, route protection, supplier fees, and other non-product fees are non-refundable unless otherwise required by law or the return is due to an error on our part.
Refunds are not issued until the returned item has been received, inspected, and approved.
Late or Missing Refunds
If your refund has been approved but you have not received it yet, please first check with your bank, credit card company, or payment provider, as processing times may vary.
If you have done this and still have not received your refund, please contact us at:
Cancellations
If you need to cancel an order, please contact us as soon as possible at:
We will do our best to accommodate cancellation requests, but we cannot guarantee changes or cancellations once an order has been submitted to a third-party supplier, processed, packed, or shipped.
If your order has already been processed or shipped, it may need to be handled as a return after delivery.
Product Availability
Because our products are fulfilled by third-party suppliers, inventory availability may change quickly.
In rare cases, an item may become unavailable after your order is placed. If this happens, we may contact you with an update, offer an alternative item, issue a refund, or cancel the affected portion of your order.
Final Sale Items
Items marked as Final Sale, Clearance, or Non-Returnable are not eligible for return, exchange, or refund unless they arrive damaged, defective, or incorrect.
Contact Us
If you have questions about shipping, returns, exchanges, or refunds, please contact us at:
The Refined Pup
Email: carolineannloiselle@gmail.com