30-day returns
You have 30 days from the day your order is delivered to request a return. After 30 days we can no longer offer a refund or exchange.
Condition
To be eligible, the item must be:
- Unused and in the same condition you received it
- Free of odours, pet hair, marks and damage
- In its original packaging
How to start a return
Email support@pupacks.com with your order number and the reason for the return. We will reply with the return address and instructions. Please do not send anything back before you have heard from us — unannounced returns can be lost.
Return shipping
Return postage is paid by the customer unless the item arrived damaged, faulty, or is not what you ordered, in which case we cover it. We recommend a tracked service; we cannot refund a return that never reaches us.
Refunds
Once your return arrives and is inspected, we will email you to confirm the outcome. Approved refunds are issued to the original payment method. Your bank or card issuer controls how quickly the money appears, which is usually a few business days.
Exchanges
Want the other colourway instead? Return the original under this policy and place a new order — that is the fastest route, and the new order still ships free.
Damaged or wrong items
If your Pupack arrives damaged or you received the wrong colourway, email support@pupacks.com within 30 days of delivery with photos. We will send a replacement or refund you in full, including any postage you paid.
Returns address
Returns are accepted only at the address we give you by email. For reference, our returns address is Extra Space Storage, 201 NW 37th Ave, Miami, FL 33125, USA.