Returns and Exchanges

This Returns and Exchanges Policy applies to all purchases made through the website. Simply contact our customer service manager via our facebook page or at: to process your request.

Here are some FAQs in regards to our return & refund policy and information regarding eligibility for a return:

Am I eligible for a return? 

To be eligible for a return, your item must be in its original packaging, unopened and unused. You have 14 days from the date of delivery of your item to notify us of your intention to return your item.

I received damaged or wrong item(s). What should I do?

Should you receive damaged or wrong item(s), please contact us immediately within 30 days from the delivery date. Please specify the damage or wrong item(s), including a picture of the packaging with the tracking number clearly shown and the picture of the product received. Our Online Customer Support Department will issue a replacement.

Do I have to pay for the shipping of my return?

Yes, all customers are responsible for their own return shipping costs. We recommend that you send your return with a tracking option as Puppyeux will not be responsible for lost returns.

Note: Please indicate "RETURN, NO DUTIES" on the package, otherwise the package may not reach us.

May I return my Puppyeux products without contacting you or getting an RMA?

You must contact us prior to sending your return, as the return address may be different from the address your order was originally shipped from. Refunds for merchandise returned without contacting us cannot be guaranteed.

How can I track my returns?

Track your return/exchange using the information provided by your carrier to ensure it has been delivered to Puppyeux. We will send you a return confirmation email once we have received your package and refund has been processed, you can also view the status of your return or exchange in your online order history.

When will I receive my refund?

A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned products. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.

Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.

Will I be refunded my express/insured shipping cost?

No. We provide free standard shipping for all orders, however, any express / insured shipping costs will not be refunded.

Can I cancel my order?

Cancellations are only accepted within 60 minutes after placing an order. If you want to cancel your order there will be a 5% restocking fee.   

How may I contact you?

You may contact us by email at:

To get in touch, please include your order number and product details in the email. We always guarantee a response within 48 hours and will be happy to help you!