Refund policy

Return & Refund Policy

Our Commitment

At PoochSip, we believe every senior pup deserves products that actually work — and every owner deserves a purchase they feel good about.

If something isn't right, we'll make it right. No hoops, no headaches.

1. The PoochSip 365-Day Guarantee

Every purchase directly from PoochSip is backed by a 365-day satisfaction guarantee, starting from the date your order is delivered.

What's covered:

  • Manufacturing defects or quality issues that affect how the product functions
  • Performance concerns where your dog simply wasn't a fan (within the conditions below)
  • Workmanship or material issues that arise under normal everyday use

What's not covered — and what doesn't reset the clock:

  • Replacements or exchanges issued under this guarantee do not start a fresh 365-day window. Your guarantee runs from the original delivery date, full stop.
  • Damage caused by misuse, neglect, or abnormal conditions (chewing, dropping, water contamination, etc.)
  • Cosmetic wear that doesn't impact function (minor scuffs, light fading)
  • Consumable components (filters, supplements) used beyond their normal lifespan

If a replacement item develops an issue while you're still within your original window, we'll continue to support you — right up until that 365-day period ends.

Example: Original order delivered March 1, 2025? Your guarantee covers you through March 1, 2026 — even if you received a replacement in September 2025.

2. Your Timeline at a Glance

Window What You Can Do
Days 0–45 Refund, exchange, or store credit
Days 46–365 Exchange or store credit
After 365 days No longer eligible (unless a warranty exception applies)

3. Your Options

Exchange — Swap for a different size, color, or product. Available any time within 365 days.

Store Credit — Instant digital credit, valid for 12 months from issue date. Available any time within 365 days.

Refund — Returned to your original payment method. Available within the first 45 days of delivery only. Processed within 5 business days of inspection and approval, and typically appears on your statement within 7–10 business days depending on your bank.

4. Who Pays Return Shipping?

We cover it when:

  • The item arrived defective or damaged
  • We shipped the wrong product
  • You purchased package protection at checkout

You cover it when:

  • You changed your mind or your pup just wasn't interested

5. Condition Requirements

To keep things fair for everyone:

  • Items should be clean, undamaged, and returned in original packaging (unless defective)
  • Used items may qualify for store credit or a partial refund based on condition
  • Final Sale items and opened consumables (filters, supplements) are not eligible for return
  • Refunds are not available after 45 days from delivery

6. How to Start a Return or Exchange

  1. Head to our Returns Portal
  2. Enter your order number and email, select your reason, and attach a photo if relevant
  3. Choose your resolution: exchange, store credit, or refund (if within 45 days)
  4. Print the prepaid label we send you (if applicable) and ship the item back
  5. Hold onto your tracking info — we'll confirm receipt and process your resolution within 5 business days

7. A Few Other Things to Know

  • Refunds go back to the original payment method only — no exceptions
  • Store credit is issued immediately upon return approval
  • Original shipping fees are non-refundable
  • For gift recipients, we can issue store credit to them directly rather than refunding the original purchaser

8. Items That Can't Be Returned

  • Products marked Final Sale or Non-Returnable
  • Opened filters, used supplements, or any consumable
  • Items purchased through third-party marketplaces (please reach out to the seller directly)

9. Questions?

Reach us at help@poochsip.com