Refund Policy | PetYupp

The Yupp Promise

At PetYupp, we believe your life is better with a dog — and the products you share that journey with should never disappoint. If something doesn't work out for you or your furry buddy, we'll make it right. Period.

This policy explains how returns, refunds, and replacements work at PetYupp. We've kept it simple, transparent, and dog-parent-friendly.

Quick Summary

30 days to return most items from delivery date
Damaged, defective, or wrong item? We pay return shipping and refund 100%
Dog didn't love it? Reach out — we'll work something out, often without requiring a return
Refunds processed within 5 business days of receiving your return
No restocking fees, ever

1 Our Satisfaction Guarantee

Every PetYupp product is backed by our satisfaction guarantee. If you or your dog aren't happy with your purchase, contact us within 30 days of delivery and we'll resolve it — through refund, replacement, or store credit, whichever works best for you.

We stand behind every chew, treat, bowl, and toy we ship. If a product doesn't meet your expectations, we want to know about it.

2 What's Eligible for Return

Eligible for full refund or replacement:

Damaged or defective items
Wrong item shipped
Items lost in transit (we'll work with the carrier on your behalf)
Unopened products in original packaging
Opened consumables (chews, treats, bully sticks, yak cheese, etc.) where your dog refused or had an adverse reaction — case-by-case, see Section 5

Not eligible for return:

Gift cards
Items damaged through misuse, normal wear, or chewing damage to non-consumable products (e.g., a chewed-up natural fiber toy is not defective — it worked)
Products returned more than 30 days after delivery
Items without proof of purchase

3 Return Window

You have 30 days from the delivery date to initiate a return. We use the delivery confirmation date from the carrier, not the order date, so transit time doesn't eat into your window.

For damaged or defective items, please contact us within 7 days of delivery so we can document the issue with the carrier or manufacturer.

4 How to Start a Return

Step 1 — Email us at sales@petyupp.com with:

Your order number
The item(s) you'd like to return
The reason for the return
Photos, if the item arrived damaged, defective, or wrong

Step 2 — We'll respond within 1 business day with next steps, including a Return Merchandise Authorization (RMA) number and, if applicable, a prepaid return label.

Step 3 — Pack the item securely in its original packaging (or a similar protective box). Write the RMA number clearly on the outside of the package.

Step 4 — Ship the return using the label we provide (for our-fault returns) or a trackable carrier of your choice (for change-of-mind returns). We strongly recommend tracking — PetYupp isn't responsible for returns lost in transit without tracking.

5 The "Dog Didn't Like It" Clause

We know dogs are picky. If your dog turned up their nose at one of our chews or treats, or if a product caused an upset stomach, contact us within 30 days.

For consumable items under $25, we'll often issue a refund without requiring a return — and ask that you donate the unused portion to a local animal shelter or rescue. Send us a quick photo of the donation receipt or shelter drop-off and we'll close the case.

For higher-value items or larger orders, we may ask you to return the product so we can review it with our supplier. Either way, we'll find a fair resolution.

6 Return Shipping Costs

We cover return shipping when:

The item arrived damaged or defective
We shipped the wrong item
The item was significantly different from the product description

You cover return shipping when:

You changed your mind
You ordered the wrong size or product
Your dog didn't like the product (though see Section 5 — we may waive the return entirely)

We never charge restocking fees.

7 Refunds

Once we receive and inspect your return, we'll process your refund within 5 business days. You'll receive an email confirmation when the refund is issued.

Refund timing by payment method:

Credit / debit card: 3–10 business days to appear on your statement (depends on your bank)
PayPal: 1–3 business days
Shop Pay / Apple Pay / Google Pay: 3–5 business days
Store credit: immediate

Original shipping charges are non-refundable except when the return is our fault (damaged, defective, or wrong item).

8 Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or with the wrong items:

Take clear photos of the packaging, shipping label, and the affected products before unpacking further
Email sales@petyupp.com within 7 days of delivery with photos and your order number
We'll send a replacement at no cost, issue a full refund, or offer store credit — your choice

You do not need to return damaged or defective items in most cases. We'll handle the documentation with our shipper or supplier on our end.

9 Exchanges

The fastest way to get the product you want is to return the original item and place a new order. If you'd like a true exchange (same item, different size or variant), email us at sales@petyupp.com and we'll coordinate it directly — no need to wait for the refund to clear.

10 Order Cancellations

If you need to cancel an order, email sales@petyupp.com as soon as possible. We process and ship orders quickly, often within a few hours. If your order has already shipped, we'll treat it as a return once it arrives.

11 Gifts

If the item was marked as a gift at checkout and shipped directly to you, you'll receive a gift credit for the value of the return. Once we receive the returned item, a gift card will be emailed to you.

If the item wasn't marked as a gift, or the gift giver had the order shipped to themselves to give to you later, we'll send the refund to the gift giver.

12 Contact Us

Questions about a return, refund, or product? We're here to help.

ShopYupp Inc. dba PetYupp
28345 Beck Road, Suite 406
Wixom, Michigan 48393

Email: sales@petyupp.com
Phone: +1 (248) 533-0782
Hours: Monday – Friday, 9 AM – 6 PM ET

We typically respond to emails within 1 business day.

PetYupp | Pet Lifestyle
Journey of life — share it with your furry buddy.

This policy was last updated on May 27, 2026. PetYupp reserves the right to update this policy at any time. Material changes will be communicated via email to customers with active orders.