What is your returns policy?
- Items must be returned within 14 days of receipt
- Items must be undamaged
- Items must have all tags attached and be in original packaging
- Items must be returned to our returns center.
Hug My Pup
86 Orleans St
Lowell, MA, 01850
Do you offer free returns?
Unfortunately, we do not offer free returns. Any returns cost will be at your expense.
What if my product is faulty?
We are sorry to hear you have received a faulty product. No problem! Send our customer service team an email within 30 days of purchase at email@example.com, with images of the faulty product and we will be in touch to resolve the issue.
How long does it take to process my return?
We aim to process your return as soon as possible, but on occasions it may take up to 21 days for your refund to be processed after you have returned your item(s) to us. If you have not been refunded after 30 days of returning the item(s),please contact us at firstname.lastname@example.org with the proof of postage information from your return carrier receipt and we will investigate this further.
How can I track the status of my return?
As soon as your return has been received by our warehouse team you will receive an email notification. You will then also receive an email from us to say your refund has been processed. Please note it can take 3-5 working days for the payment to show in your account, depending on the card issuer.