Returns & Exchanges

Read this before requesting a return

The Puppy Plaza handles return, exchange, and cancellation questions through direct written communication. We do not publish a fixed, automatic return window, universal refund amount, exchange guarantee, restocking fee, shipping-cost rule, or processing timeline on this website. Before you purchase, ask us to confirm the applicable return, exchange and cancellation terms in writing. Any later request is reviewed against those confirmed terms and applicable law. This page explains the process; it is not a guarantee that a return, exchange, cancellation, credit, refund, replacement, or reimbursement will be available.

Start with an email

Before sending anything back, email [email protected] with the order details available to you, the product name or SKU, the option or size, the quantity, the reason for the request, clear photos if relevant, and the delivery date if known. Please do not mail an item, refuse a delivery, or assume that a return address is authorized until you receive written instructions. The business contact address on our Store & Contact page is not, by itself, a return authorization or a promise that returns can be received there.

What we will review

We will review the request against the written order terms, the product information available for that order, the condition described, and any applicable legal obligations. If a return or exchange can be considered, we will provide the applicable written next steps. Those directions may address authorization, destination, required condition, whether an item should be unused or have original components, the shipping method, inspection, available resolution, and any relevant costs. None of those terms should be assumed in advance, because they can depend on the actual order and the facts of the request.

Fit and product questions

We encourage buyers to review each product page and Size & Care before requesting an order. Fit can vary by product, option, and individual pet. General guidance is not a promise of fit, and an order request should include questions that need to be answered before purchase. If an item arrives and you have a concern, contact us promptly with clear information rather than altering, laundering, or discarding the item before we can review the situation.

Shipping and condition

Shipping, return transport, inspection, and delivery issues require a written review. Keep available any carrier information, packaging, photos, and communications that may help explain the situation. Do not assume that an original outbound shipping charge, return shipping cost, tax amount, delivery issue, or packaging issue will be refunded or charged to either party unless we confirm it in writing or applicable law requires otherwise. For delivery questions before or after a request, see Shipping Information.

Cancellations and changes

If you need to change or cancel a request, email us as soon as possible. An email request or a change request is not automatically accepted. We will let you know in writing whether the request can be accommodated based on its actual status and the terms already confirmed. Do not treat silence, an automatic email response, or an unsent mailto draft as confirmation.

Wholesale requests

Wholesale pricing, minimum order quantities, packaging, fulfillment timing, payment, freight, cancellations, and returns require written confirmation for the specific business arrangement. Start at Wholesale rather than relying on consumer-facing information for a business purchase.

Your legal rights

This page does not exclude, limit, or waive consumer or other rights that cannot lawfully be excluded, limited, or waived. Where applicable law provides a right or remedy, we will consider the request consistent with that law. Questions about an existing order or a proposed request can be sent to Contact.