Cancelling an Order
Orders may be cancelled within 6 hours of being placed.
Please note that payment processing fees charged by our payment providers (such as PayPal, Stripe, credit card processors, and other payment gateways) are non-refundable and will be deducted from any refund amount, even if the cancellation request is submitted within the 6-hour cancellation window.
After 6 hours, your order may already have entered our fulfillment process. At that point, any approved cancellation will be subject to:
- Non-refundable payment processing fees
- Any shipping costs already incurred
- A 15% cancellation/restocking fee
If you need to cancel an order, please contact us as soon as possible at:
woof [at] puppyplayexpert [dot] com
Submitting a cancellation request does not automatically guarantee that cancellation is possible.
Changing an Order
Need to change your size, color, shipping address, or another detail?
Please contact us immediately at:
woof [at] puppyplayexpert [dot] com
We will do our best to accommodate changes before the order enters fulfillment. Once fulfillment has begun, modifications may no longer be possible.
Returns
Due to the nature of our products and fulfillment process, we generally do not accept returns for unwanted items, incorrect size selections, buyer’s remorse, or products that are no longer needed.
Please review sizing information carefully before placing your order.
Size Issues
If a product does not fit as expected, please contact us.
While standard returns are generally not available, we may be able to offer discounted replacement options depending on the product and situation.
Defective, Damaged, or Incorrect Items
If your order arrives damaged, defective, or if you received the wrong item, please contact us within 14 days of delivery.
We may request photos of the issue so we can investigate and arrange an appropriate resolution.
If a manufacturing defect or fulfillment error is confirmed, we will arrange a replacement at no additional cost.
Undeliverable or Returned Packages
Customers are responsible for providing a complete and accurate shipping address.
If a package is returned due to:
- An incorrect or incomplete address
- Failure to collect the package
- Refusal of delivery
- Failure to pay applicable customs, duties, or import charges
Additional shipping and reproduction fees may apply before a replacement can be sent.
Please ensure your shipping details are correct before completing checkout.