Return/Cancellation Policy

We make every effort to make your shopping experience with PupRwear enjoyable, however, we do understand that problems arise and there may be a need to return an item.  It is your responsibility to properly measure your pet(s) to insure you are ordering the correct size. Please contact us if you have questions regarding an item. If we can not answer the question we will contact the designer/supplier for you.  We make every attempt to accurately describe every item we offer, we want your order to be exactly what you expected.

To be able to offer the most current items and more items in more colors and more sizes, we do not stock most of our items.  This also helps to keep our prices affordable.  All defective items are returnable.

PupRwear's Return Policy

Your satisfaction as a customer is vitally important to us. However, we do realize that issues arise. Our Return Policy is clearly listed here for your convenience in the unlikely event that you have an issue. Only Exchanges or Store Credit will be issued for return items, no exceptions.
 
We are an online boutique and do not have a retail store.  We do not carry a large inventory to keep our overhead low and keep our prices reasonable nor do we have a warehousing facility to house a large stock inventory. All returns must be approved by the designer/manufacturer first.  Please be very specific as to why you want to return the item.  We will contact the vendor and request the return of the item. NO CUSTOM MADE OR PERSONALIZED ITEMS ARE RETURNABLE, unless they are defective.  Each vendor has their own return/refund policies that we have to abide by.  There may be a restocking fee, which you will be responsible for. You will also be responsible for shipping fees to return the item. We are not responsible for any returned packages lost in shipping.  We suggest you get a tracking number.

Most manufacturers do not accept returns due to sizing issues and Pup R Wear will no longer accept returns due to sizing issues, unless the size chart for the product is incorrect for the product. Proper measurement is the surest way to avoid returns due to sizing issues. To guide you in measuring your dog, we provide sizing charts whenever applicable. Not all designers size the same, just as with humans. Please DO NOT order based on weight if it is a clothing item.  Weight does not dictate a specific size.  Proper measuring is crucial for proper fit. If you need assistance please contact us.
 
Because we realize that measuring a dog is not always easy, we make ourselves available through our Contact Information via email: puprwear@aim.com or you may call us at 505-220-5528 to answer any questions or assist you in the process. We are dedicated to helping you find the right size for your pet.

Returns are accepted if there is a defect in the product in all circumstances.  You must contact us within 7 days of receipt of your order and describe the defect. We will do everything in our power to rectify the situation.  We will contact you with return shipping instructions, defective items will be shipped to the vendor, not to PupRwear.  Additional shipping fees will be charged if you ship to us unauthorized and we have to ship to the designer/vendor.
 
All approved returned merchandise must be unwashed, unworn, and unused.

NON-REFUNDABLE ITEMS:  Any clearance, sale, personalized, discontinued, custom, birthday or seasonal, including Halloween costumes, or perishable orders will not be accepted for return. Due to strict health regulations, no returns can be accepted on carriers, toys, feeders or beds.

EXCHANGE POLICY: Ordered the wrong size or color? Simply contact us and describe the new item's you would like, and we will be happy to assist you with an exchange. You will have to pay shipping for the second shipment. You must return the items that you don't want in their original, resalable condition within 15 days of delivery. We will issue a store credit for returned items.

Questions or concerns? For fastest response, email bark@puprwear.com

For Custom Dog Clothing Only

The key to the fit is in the measuring. For our custom made clothing, the clothing item is made to your measurements. If you have any questions about measuring, contact us before you send us your sizing information.

Just like people, dogs come in different shapes and sizes. Once you receive your custom order, contact us immediately with any problems. If you have a problem with the fit, we make every effort to work with you on resolving the problem.

If the sizing mistake was in the customers error in measuring, we cannot guarantee replacement. In most cases, we will offer to exchange the item at 50% of its original purchase price providing that you pay the additional shipping/handling costs involved.  Please contact us if you need assistance.  Email: puprwear@aim.com or 505-220-5528.

Guidelines for Requesting Exchange or Credit

If we issue an exchange or merchandise credit, we will provide you with an address to where you can return ship your purchase at your expense. Any item returned must be in its original, unused condition. This includes all original documents, boxes, and packaging, with the tags attached to the merchandise. In addition,

    * Your request must be sent via email within 7 days of receipt of your item
    * Your request must include the invoice number, date of purchase, and item number.
    * Please note in the correspondence if you wish to exchange for another item or if you would like a store credit.

Upon receipt of your email, we will issue a RMA (Return Merchandise Authorization) number. DO NOT ship items back to us without this number. We will instruct you to package your unused item as indicated above. Once we give you the address to our receiving department, we ask that you send it via USPS, UPS or Fed-Ex, enabling us to track it. Again, you will be responsible for all shipping costs (both cost to ship back to us and cost to reship your replacement item). Item must be postmarked within 7 days from the date we issued you the RMA number.

Upon receipt, your item will be inspected to confirm that it is unused and in original packaging. Only then will we issue your exchange or store credit. We will send an email to you upon receipt for your records. (We reserve the right to refuse items that have been used or are missing tags, boxes, etc.)

PupRwears Cancellation Policy

If you wish to cancel an order, we must receive the cancellation request within 24 hrs of the order since our orders are processed immediately to expedite shipping. In most cases orders can not be canceled and the customer will need to process a return based on our return policies, conditions and restrictions.

If you would like to request that your order be canceled, please call us immediately at 505-220-5528 to determine if it is possible to cancel a portion, or all of your order.

If the cancellation is accepted and has not been shipped a store credit will be issued.  We do NOT offer refunds, only exchanges, no exceptions.  We make every effort to cut cost to keep our prices affordable.  There is a $5 cancellation fee.

Important Things to Note

Please allow additional time for exchanges. Some items are shipped from the designer or special ordered at the time of purchase.

    * If you receive an item that is damaged, please contact us within 48 hours. Include your order number, date of purchase, and item number. Please also describe the defective merchandise.
    * If you do not receive your merchandise within 30 days of your original order, please contact us immediately.
    * You are responsible to provide us with the correct mailing address. If your purchase has to be reshipped due to insufficient address, you will be billed all shipping costs
    * If you need to return an item more than once, a 50% restocking fee will apply.
    * Some items may be charged additional restocking fees, this is determined by the individual vendors policy.
 
PLEASE CONTACT US WITH ANY QUESTIONS PRIOR TO YOUR ORDER. PUP R WEAR MAKES EVERY EFFORT TO ACCOMMODATE YOU WITH MEASURING, ADDITIONAL QUESTIONS REGARDING ANY ITEM LISTED, CUSTOM ORDERS AND/OR SHIPPING. Contact Information OR CALL 505-220-5528 or 505-891-9244.  THANK YOU.