At PuppyJoyz, we want every tail to wag with satisfaction! While we carefully select premium dog products to delight both pups and their parents, we understand that sometimes an exchange or return might be needed. Our policy is designed to be as friendly as our puppy cuddles.

Our Returns Promise

We accept returns within 15 days of delivery for most items, provided they’re in original condition with tags attached and packaging intact. Because we’re committed to your pup’s health and safety, we cannot accept returns on:

  • Opened dog food (for hygiene reasons)
  • Used dog beds & blankets (unless defective)
  • Personalized items (like engraved dog tags)

Paws Note: For health and safety reasons, all returned dog treats must be unopened and in their original packaging. We appreciate your understanding in keeping our furry friends safe!

How to Initiate a Return or Exchange

  1. Contact our team within 15 days of delivery at [email protected] with your order number and reason for return
  2. Wait for approval – we’ll respond within 1-2 business days with return instructions
  3. Pack items securely in original packaging with all tags attached
  4. Ship to our address: 47 Charles St, Chester, GB CH7F 4TR (return shipping is at customer’s expense unless item is faulty)
  5. Wait for processing – we’ll notify you once we receive and inspect your return

Refund Information

Once your return is approved:

  • Refund method: Original payment method (PayPal, credit/debit card)
  • Processing time: 3-5 business days after we receive your return
  • Appearance on statement: May take additional 2-3 business days depending on your bank
  • Shipping costs: Original shipping fees are non-refundable

Exchange Process

Want to swap for a different size or color? Follow the same return process above, but include in your email:

  • Preferred exchange item
  • Size/color preference (for harnesses, beds, or other size-specific items)

We’ll ship your new item once we receive the original, with no additional shipping charge for exchanges (unless upgrading to a higher-value product).

Damaged or Defective Items

If your pup’s new toy arrived damaged or that premium dog bed has a manufacturing flaw:

  1. Email us at [email protected] within 7 days of delivery
  2. Include photos of the damage/defect
  3. We’ll arrange a free return label and expedite your replacement

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Dear PuppyJoyz Team,

I would like to request a return/exchange for my recent order (#[Order Number]).

Item(s) to return: [Product Name, Size/Color if applicable]
Reason for return: [Please specify – wrong size, changed mind, defective, etc.]

For exchanges, I would prefer: [New Product Details]

Please advise next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Order Number]

Remember: We’re here to help! If you have any questions about our returns policy or need assistance with your return, our customer care team is always happy to assist at [email protected].

Thank you for shopping with PuppyJoyz – where every purchase helps keep tails wagging!