Refund policy

ThePupy Return Policy

We want you to be happy with your ThePupy purchase! That's why we offer a generous 30-day return window, so you can shop with peace of mind.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Request A Return

To start a return, you can contact us at support@thepupy.store, Whatsapp: +1 406 605 8582 or Contact Us Form. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted. Returns must be sent only to the return address provided by our support team. Please do not send items back to the sender address on the original package!

Please note: We require a photo or video of the item before proceeding with a return. This helps us verify the issue and process your return or replacement request as quickly as possible.

You can always contact us for any return question at support@thepupy.store, Whatsapp: +1 406 605 8582 or Contact Us Form.

Return Address and Shipping Costs

CozyRider, Luxe Dog Bed, Portable Dog Stair, and Single Rider:

We provide a prepaid return shipping label for all approved returns of these items, and customers are not responsible for any return shipping costs.

To help you get your refund as quickly as possible, we do our best to arrange a return address closest to your location — this address will be confirmed and provided to you once your return is approved.

There are no restocking fees.

Cloud Human Dog Bed:

Because of its size and weight, the Cloud Human Dog Bed follows a different process if you simply "change your mind" about your purchase. You have two options:

Return the item: Pack and ship the item back to us at your own cost and receive a 100% refund of your order once we receive and inspect it.
Keep the item: Skip the return entirely and receive a 60% refund of your order — no shipping required.

To request either option, contact us at support@thepupy.store, Whatsapp: +1 406 605 8582 or Contact Us Form within 30 days of delivery.

This change-of-mind exception applies only to the Cloud Human Dog Bed. If your Cloud Human Dog Bed arrives damaged, defective, or incorrect, please see "Damages and issues" below — those cases are handled separately and are not subject to the change-of-mind refund options above.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Once the issue is confirmed, we’ll send you a brand-new replacement at no additional cost.

Note: If you do not contact us within 5 days of receiving your item damaged at arrival, we will not be able to issue a refund or send a replacement.

Exceptions / non-returnable items

Products damaged due to misuse, accidents, chewing, scratching, improper care, modifications, or normal wear and tear are not eligible for return or warranty coverage.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at support@thepupy.store, Whatsapp: +1 406 605 8582 or Contact Us Form.

Contact Us:

Address: 1001 S Main St, Ste 600, Kalispell MT 59901, United States 

Email: support@thepupy.store

Whatsapp: +1 406 605 8582

Monday – Friday: 9:00AM – 6:00PM (ET)
Saturday: 10:00AM – 4:00PM (ET)
Sunday: Email Support Only

We aim to respond to your inquiries within 24 hours.

Have a quick question? Check our FAQ page before reaching out — you might find your answer right away.