Refund Policy

Last updated: November 7, 2026

Every PupRush order is covered by our 30-day money-back guarantee. If something isn't right, we'll make it right.

30-day money-back guarantee

You have 30 days from the day your order is delivered to request a return and refund. To be eligible, the item must be returned complete (with all parts and accessories), in its original packaging, and without chew or water damage.

How to start a return

  1. Email us at puprushsupport@gmail.com with your order number and the reason for your return.
  2. We'll reply within 1โ€“2 business days with return instructions and the return address.
  3. Send the item back with a tracking number.

Please contact us before sending anything back. Returns sent without approval, or to the wrong address, can't be processed.

Return shipping

If you're returning an item because you changed your mind, return shipping is paid by you and isn't refundable. If the mistake was ours (damaged, defective or wrong item), you don't pay anything.

Damaged, defective or wrong items

Please check your order when it arrives. If it's damaged, faulty or not what you ordered, email us within 30 days of delivery with your order number and a photo or short video of the problem. We'll send a free replacement or give you a full refund, in most cases without you having to send the item back.

Lost or stolen packages

If your order hasn't arrived within 30 days after the end of the estimated delivery window, contact us and we'll reship it or refund you. If tracking shows your package as delivered but you can't find it, orders with Shipping Protection are reshipped free of charge. Without Shipping Protection, we'll help you open a claim with the carrier.

Refunds

Once your return is received and inspected (or your claim is approved), we'll email you and refund your original payment method within 5โ€“10 business days. Your bank or card issuer may take a few extra days to post it.

If you return part of a bundle, the refund is based on the discounted price you paid for those items.

Non-refundable items

Shipping Protection and Extended Warranty add-ons can't be refunded once your order has shipped.

Cancellations and changes

Orders are dispatched quickly. To cancel or change an order, email us within 12 hours of placing it. Once an order has been dispatched it can't be cancelled, but you can still return it under this policy.

Exchanges

Want a different color? Email us and we'll help you swap it.

Questions?

Email puprushsupport@gmail.com and we'll be happy to help.