Refund Policy
We want your pup’s new fit to feel just right. Please review our return, exchange, and personalized item policy before placing your order.
Need help? Email us at service@puptailor.com
Eligible non-personalized items
Made just for your pup
Contact us within 7 days
Damaged or incorrect items
🐶 Fit Comes First
Every dog’s body shape is different. For the best fit, measure your pup’s chest, neck, and back length before ordering.
↩️ Returns for Non-Personalized Items
Do you accept returns or exchanges?
We accept returns or exchanges for eligible non-personalized items within 14 days of delivery.
To be eligible, the item must be:
- Unworn and unwashed
- Free of pet hair, stains, odors, or damage
- In original condition and packaging
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
🧵 Personalized Items
Can I return personalized items?
Personalized items are made specifically for your pup and cannot be returned or exchanged unless there is a production issue.
Personalized items may include:
- Name embroidery
- Custom patches
- Personalized bandanas
- Customized text, names, colors, or design details
PupTailor is not responsible for customer-submitted errors, including misspelled names, incorrect sizes, wrong colors, or incorrect personalization details.
Can I change personalization after ordering?
Please email us at service@puptailor.com as soon as possible.
If your personalized item has not entered production, we will try to update it. Once production has started, changes may not be possible.
📏 First Fit Help
If this is your first PupTailor order and the fit is not right, please contact us within 7 days of delivery.
We will do our best to help you find the best fit solution for your pup.
What should I include in a fit help request?
Please include:
- Your order number
- Your dog’s breed
- Your dog’s chest, neck, and back length measurements
- Clear photos showing the fit issue
Fit help does not guarantee a free replacement or refund, but we will review each case carefully.
⚠️ Damaged, Defective, or Incorrect Items
What should I do if there is a problem with my order?
Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, contact us within 7 days of delivery at service@puptailor.com.
Please include:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
If the issue is confirmed, we may offer a replacement, store credit, or refund depending on the situation.
🚫 Non-Returnable Items
The following items cannot be returned:
- Personalized or customized products, unless there is a production issue
- Items that have been worn, washed, damaged, stained, or covered in pet hair
- Final sale items
- Gift cards
💳 Refunds
When will I receive my refund?
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method. Please allow several business days for your bank or credit card provider to process the refund.
Original shipping fees are non-refundable unless the return is due to our error.
How do I start a return, exchange, or fit request?
To start a return, exchange, or fit help request, please contact us at service@puptailor.com.
Please do not send items back without contacting us first. Returns sent without approval may not be accepted.
Need help with a return or fit issue?
Send us your order number, pup measurements, and clear photos so we can review your request.
Contact us at service@puptailor.com