Refund policy

Pup & Feline Supply — Returns & Refund Policy

Updated November 2025

1) Our Promise

We want you (and your pets) happy. If something isn’t right, we’ll make it right per the policy below.

2) Return Eligibility Window

  • 30 days from delivery to request a return or exchange.

  • Item must be new, unused, and in original packaging with all tags, parts, and manuals.

For items reported as defective, damaged, or incorrect, see Section 4.

3) How to Start a Return (RMA Required)

  1. Email support@pupfelinesupply.com with your order number, reason, and photos (if applicable).

  2. We’ll issue return instructions and an RMA number.

  3. Ship the item within 10 calendar days of receiving the RMA.

  4. Put the RMA number on the label (not on the retail box).

Returns without an RMA, or sent to the wrong address, may be refused or delayed.

4) Damaged, Defective, or Incorrect Items

  • Report within 48 hours of delivery: include photos of the packaging and the product.

  • Once verified, we’ll arrange a replacement or refund (including return shipping if required).

  • Keep all packaging in case our Shipping Partner or the carrier requests inspection.

5) Exchanges

  • Fastest method: return for refund, then place a new order for the item you want.

  • If you prefer a direct exchange, ask for availability in your RMA email.

6) What Can’t Be Returned (for safety/hygiene)

  • Opened or used pet grooming tools, pet apparel, beds/blankets, feeding/drinking items (bowls, bottles) once unsealed, litter boxes/scoops, and other items that contact pets directly.

  • Final sale or marked non-returnable items.

  • Gift cards.

  • Any item not in original condition (used, damaged, missing parts) not due to our error.

If you’re unsure, email us before opening the product.

7) Return Shipping Costs

  • If the return is due to our error (wrong item, damage, defect), we cover return shipping or provide a pre-paid label.

  • For change-of-mind, wrong size, or not as expected:

    • You’re responsible for return shipping costs.

    • Use a tracked service; we’re not liable for lost returns in transit.

8) Where to Send Returns (with an issued RMA)

Returns Center (No public drop-offs/retail):
Pup & Feline Supply — RMA ####
The UPS Store — #47
20821 Fraser Highway, Langley, BC V3A 4G9, Canada

In some cases, our Shipping Partner may provide a different return address (e.g., supplier warehouse). Always use the address shown on your RMA.

9) Refunds

  • Refunds are issued to the original payment method after the return is received and inspected.

  • Typical processing time: 3–5 business days after inspection (your bank may take longer to post).

  • Original shipping fees are non-refundable unless the return is due to our error.

10) Refused, Undeliverable, or RTS (Return to Sender)

If a parcel is refused, undeliverable due to address errors, unpaid duties/taxes, or repeated failed deliveries:

  • Refund = item price minus actual shipping costs (both outbound and return) once received back in sellable condition.

  • See also Shipping Policy — Section 10.

  • Don’t mark packages “Return to Sender” without our RMA; they may go to the wrong facility and be non-recoverable.

11) International Orders, Duties & Taxes

  • Duties/taxes paid to your local customs or carrier are not refundable by us.

  • For claims on duties/taxes after a return, inquire with your local customs authority.

12) Order Cancellations

  • Email support@pupfelinesupply.com within 60 minutes of placing your order for changes/cancellation.

  • Once fulfillment starts, cancellation isn’t guaranteed; you may proceed via the returns process above.

13) Warranty Support

Some items may be covered by a manufacturer’s warranty. If applicable, we’ll help you contact the manufacturer or provide documentation needed for a claim.

14) Contact

Email: support@pupfelinesupply.com
Response time: Within 1 business day

Mini Footer/Product Snippet

Returns: 30-day return window for new/unused items. RMA required. Some pet/hygiene items are non-returnable once opened. Damaged/defective? Report within 48 hours for replacement or refund. See full Returns & Refund Policy.

Shopify Setup Checklist (to match this policy)

  • Online Store → Settings → Policies → Refund policy: paste this full policy.

  • Shipping & delivery: confirm your free/flat rates and any rest-of-world settings match your live offer.

  • Notifications → Return instructions email: include the RMA requirement and the Returns Center address above.

  • Products: tag final-sale or non-returnable SKUs and add a short note in the description.

  • Pages/FAQ: add a short “How returns work” with the 30-day window and RMA steps.