Return Policy
Orders with PO Box addresses will not be processed.
PLEASE REVIEW ALL ORDER DETAILS AT CHECKOUT BEFORE SUBMITTING ORDER:
‘SHIP TO’ ADDRESS
ITEM DESCRIPTION
QTY
SIZE
COLOR, etc.
If you choose to check out using Apple Pay, be sure your shipping address is correct in your Apple Pay account before checking out.
Returns
ALL return requests MUST be submitted through our Return Request Form here, within 15 days from date of purchase. All returns must be in original condition without any modifications. If a product is returned dirty, used or smells like smoke, a refund will not be issued.
ALL returns are subject to a 20% convenience fee that is subtracted from ‘cost of goods’ paid when we issue refund.
Customer is responsible for return shipping costs. We do not offer return labels.
**If you return an order without following the above procedure for a ‘return request’, your order may not be eligible for a refund.
Return requests will not be eligible for refunds after 20 days from the date of your purchase. (If your item was purchased as a ‘pre-order’ item, we will extend the return policy to 30 days from date your item was ‘delivered’)
Exchanges
Unfortunately, we do not offer exchanges. If you decide you do not want the item or size you purchased, you will need to follow the ‘return request’ procedure stated above.
Order Discrepancy
If you feel the product delivered is not the product you ordered, please submit an email, within 7 days of delivery date, to customer support at popuppetdoor@gmail.com with the subject line “Order Discrepancy”. Please attach photo(s) of the item(s) you received. Our team will be sure to review your order and send instructions on how to proceed once we receive the photos. If it was an error on our part, we will be sure to send you the corrected item(s) at no cost to you.
Defective Items Received
If you feel the product you received is defective, please fill out the Return Request Form here, within 7 days of delivery date of your order. When filling out the form, be sure to select “Item was received ‘defective’” and submit form. The form will be sent to our customer support and we ask that you also send us an email letting us know you have filled out the form popuppetdoor@gmail.com
Please attach photos in your email reply showing the defective area of your product along with a brief description of the defect.
Cancel Order
Due to our quick order processing, orders cannot be canceled once they have been submitted.
You may ‘attempt’ to cancel an order within 2 hours of placing the order. Please be aware that if the warehouse has started processing the order for shipping, it cannot be canceled.
To cancel an order before processing, you must send an email immediately after placing your order to customer support at popuppetdoor@gmail.com
with the subject line “Cancel Order”.
Order Edits
Once an order has been submitted, we are unable to edit that order.
If you need to change a ‘ship to’ address, you must submit notice to customer support immediately after placing the order at popuppet.customercare@gmail.com If the order has already been processed by the warehouse, the order will be shipped to the address submitted at the time of purchase.
It is the customer’s responsibility to make sure that data entered on an order is correct before submitting order. Pop Up Pet Products is not responsible to replace orders that have incorrect ‘ship to’ or other incorrect information entered by the customer. Orders with incorrect information due to customer error, will not be eligible for refunds if the item was not received by customer placing the order.
Refunds
Refunds will be processed via the original form of payment from your purchase.
Original shipping and handling costs on an order are not eligible for refund.
Cash on delivery (COD) will not be accepted.
Refunds may take up to 15 business days to process once a return request has been approved.
ALL refunds are subject to a 20% convenience fee.
INSTALLATION OR SIZING ISSUES OR QUESTIONS:
Should you have any questions or concerns, we are here to help! Please email us at Popuppetdoor@gmail.com. Someone will get back with you within 48 hours.
* We understand that our instructions are tricky. If you are having troubles with installation. Please watch the installation video and if you are still having a difficult time installing it or have some questions on sizing or installation, Please feel free to message us at PopUpPetDoor@Gmail.com. Our technical support will get back with you.
Our office hours are Mon - Fri, 9:00am - 4:00pm PST.
PLEASE NOTE: all issues for any of the above listed MUST be submitted through our Return Request Form and send an email to customer support at popuppet.customercare@gmail.com
Packages that are ‘Returned To Sender’ with ‘unsuccessful delivery’ due to address submitted by customer, will be subject to a 20% restocking fee for the refund.
Packages that are ‘Refused’ will be subject to a 20% restocking fee on refunds.
Packages that have been returned due to unsuccessful delivery will not have delivery re-attempted.
Lost/Stolen Packages
If your tracking order status shows "Delivered" and you did not receive your order, please do not attempt to make a return or exchange. Instead, you may follow up with the carrier listed on your order status page.
Pop Up Pet Products is not responsible for lost or stolen packages once order has been delivered.
Click here to follow up with the USPS, here to follow up with the UPS, or here to follow up with DHL
