Returns / Exchange Policy

At Big Pup Co., we understand that sometimes things don't work out as planned. That's why we have a hassle-free returns and exchange policy in place to ensure your satisfaction.

If you are not completely satisfied with your purchase, you may return or exchange the item within 30 days of receiving it. We want you and your furry friend to be happy with your purchase, so we make the process as easy as possible.

To initiate a return or exchange, simply contact our customer service team with your order number and the reason for the return or exchange. Our friendly team will guide you through the process and provide you with a return shipping label if necessary.

When returning or exchanging an item, please ensure that it is in its original condition, unused, and with all tags and packaging intact. We cannot accept returns or exchanges for items that have been used or damaged.

Once we receive your returned item, our team will inspect it to ensure it meets our return policy criteria. If everything checks out, we will process your refund or exchange within 5 business days.

If you choose to receive a refund, it will be issued to the original payment method used for the purchase. Please note that shipping fees are non-refundable.

In the case of an exchange, we will ship the new item to you as soon as we receive the returned item and verify its condition.

It is important to note that personalized or custom-made items are not eligible for returns or exchanges unless they arrive damaged or defective. If you receive a damaged or defective item, please contact our customer service team immediately so that we can assist you.

For any further questions or concerns regarding our returns and exchange policy, please don't hesitate to contact us. We are here to help and ensure your shopping experience with Big Pup Co. is a positive one.