Refund policy
Our Commitment to Customer Satisfaction
At PupChill, we want every customer to shop with confidence. If you are not completely satisfied with your purchase, we offer a straightforward return, exchange, and refund process. Please review the information below to understand your available options.
Shipping Area
This Return & Refund Policy applies to orders delivered within the United States.
Order Cancellation
We understand that plans can change.
Orders may be cancelled within 24 hours of purchase or before the order has been processed for shipment, whichever occurs first.
Once an order has been prepared, processed, or transferred to the shipping carrier, it can no longer be cancelled. However, eligible products may still be returned after delivery in accordance with this policy.
To request a cancellation, please contact us as soon as possible at support@pupchill.com and include your order number.
Return Eligibility
We accept returns for both defective and non-defective products.
To qualify for a return:
The item must be returned within 30 days of the delivery date.
The product must be in new, unused condition.
Original packaging, accessories, manuals, and included materials should be returned whenever possible.
The item must not show signs of misuse, modification, or damage after delivery.
Returns that do not meet these requirements may not be eligible for a refund.
Exchanges
We accept exchanges for eligible products within 30 days of delivery.
If you received the wrong item, a defective product, or simply wish to exchange an eligible item, please contact our customer support team before returning the product so we can assist you with the exchange process.
How to Request a Return
To initiate a return, please contact our support team with:
Your order number
The email address used for the purchase
The reason for the return or exchange
Email: support@pupchill.com
Once approved, we will provide instructions for completing the return.
Return Shipping Method
Approved returns must be sent by mail to the return address listed below.
Return Shipping Label
For approved returns, a downloadable return shipping label will be provided at no additional cost. Customers may print and attach the label to the return package.
Restocking Fee
Returned items may be subject to a 15% restocking fee to cover inspection, processing, and handling expenses.
If applicable, the restocking fee will be deducted from the refund amount before the refund is issued.
Refund Process
After the returned item is received and inspected, we will review the return and notify you of the outcome.
If approved, the refund will be issued to the original payment method used during checkout.
Refund Processing Time
Approved refunds are typically processed within 7 business days after the returned item has been received and inspected.
Depending on your bank, credit card provider, or payment service provider, additional processing time may be required before the refund appears in your account.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us promptly after delivery.
Our team will review the situation and work to provide an appropriate resolution, which may include a replacement, exchange, store credit, or refund when applicable.
To help us process your request quickly, please include photographs of the item and packaging whenever possible.
Non-Returnable Situations
The following items may not qualify for return or refund:
Products returned after the 30-day return window
Products showing signs of use beyond normal inspection
Items damaged due to misuse, neglect, or unauthorized modifications
Products returned without sufficient identifying order information
Return Address
PupChill
18402 N 19th Ave
Phoenix, AZ 85023
United States
Contact Us
Business Address:
18402 N 19th Ave, Phoenix, AZ 85023, USA
Email:
support@pupchill.com
Phone Number:
+1 (602) 491-2915
Business Hours:
Monday – Friday | 09:00 AM – 05:00 PM (EST)