Return Policy
We want you to be completely satisfied with every item you purchase from Upscale Pup. Therefore, if you are not happy with your purchase, return it to us in it's original unused condition for a refund or exchange within 30 days from the ship date. Shipping and handling is non-refundable. If you return an item that was shipped to you free of charge, you will receive a refund for the item minus the appropriate shipping costs. Please ensure that you are familiar with our Return Policy and Return Exceptions (detailed below)
before sending any item back to us.
Returns and exchanges are simple and hassle-free. Simply click the link below to access our printable return form:
Please note the following requirements must be met in order for us to process your return/exchange:
- Item(s) must be in new, unaltered, unused condition (completely free from dog hair and/or any damage) and include original packaging (instructions, tags, etc.)
- Return shipping is at the purchaser's expense. However, we'll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, for example)
- For your protection, we suggest that you purchase insurance and delivery confirmation for your return/exchange, as we are not responsible for lost or stolen packages
Return Exceptions
(1) The following items
cannot be returned
or exchanged: Final Clearance, personalized and/or customized items, food, nail polish, sanitary pants/panties, items that have been altered in any way, and belly bands.
(2) Dog Costumes and Wedding related items are allowed a one time size exchange only. We apologize, but we do
not issue returns or store credit for these items.
(3) Oversized items, including beds, car seats, strollers, bike baskets, carriers or other large items will be subject to a 20% restocking fee.
Exchanges
We realize that dogs come in many different sizes and shapes. For this reason, we strongly suggest you measure your dog carefully prior to selecting a size. If you need to exchange a clothing item, we charge a flat $6 shipping fee to resend the new size out to you. If the exchange is a result of an error on our part there will be no fee to resend the item. For large or oversized items, please contact us about shipping charges.
Refund Processing
We'll notify you via e-mail of your refund once we've received and processed the returned item. Please allow a minimum of 7-10 business days to process a return, once received.
Our Right
Upscale Pup reserves the right to determine if a product is in used or non-saleable condition.
Store Credit
Store Credit is valid for one (1) year from the date of issue.
Damaged or Defective Items
If your item arrives to you damaged or defective, please contact us immediately (within 48 hours of receipt of the delivery). We are happy to correct the problem for you.
Our Goal
We are committed to being your favorite place to shop online for unique and charming pampered pup products. Our goal is to provide you with exceptional customer service and satisfaction. Please do not hesitate to contact us if there is a problem or if you need help with your order.
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