SidePup™ Return & Refund Policy

At SidePup™, we want you and your pet to be satisfied with every purchase. Please review the following policy before requesting a return.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To qualify for a return, the product must be:

• Unused, unworn, and in its original condition

• Free from pet hair, stains, odors, scratches, bite marks, or other damage

• Returned with its original packaging, accessories, tags, and instructions

• Accompanied by your order number or proof of purchase

Products returned without prior approval may not be accepted.

How to Request a Return

Before sending any product back, contact us at:

Email: marketing@sidepup.com
Subject: Return Request – Order #[Your Order Number]

Please include:

• Your full name

• Your order number

• The product you wish to return

• The reason for the return

• Clear photos or videos if the product is damaged, defective, or incorrect

Once your return request has been reviewed and approved, our customer care team will provide the correct return address and shipping instructions.

Please do not send a parcel before contacting us. Returns sent to an unauthorized address or without approval may be delayed, refused, or become ineligible for a refund.

Return Shipping Costs

Customers are responsible for return shipping costs when returning a product because of:

• A change of mind

• Ordering the wrong size, color, or product

• Entering incorrect order information

• No longer needing or wanting the product

SidePup™ will cover or reimburse reasonable return shipping costs when:

• The wrong product was delivered

• The product arrived damaged

• The product has a verified manufacturing defect

• An item or included accessory is missing

Original shipping charges are non-refundable unless the order was damaged, defective, incorrect, or otherwise eligible under applicable law.

We recommend using a tracked shipping service. SidePup™ cannot guarantee refunds for returned parcels that are lost or damaged during return transit.

Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery and contact us within 7 days if the product is damaged, defective, incomplete, or different from what you ordered.

Send clear photos or videos showing:

• The complete product

• The damage or defect

• The product packaging

• The shipping label

• Any missing or incorrect components

After reviewing your claim, we may offer a replacement, refund, partial refund, or another appropriate solution.

Non-Returnable Products

For hygiene, safety, and product-condition reasons, we cannot accept returns for:

• Used bowls, feeders, lick mats, grooming products, beds, or pet-care accessories

• Opened sprays, liquids, stain removers, or cleaning products

• Products containing pet hair, stains, odors, bite marks, or scratches

• Personalized or customized products

• Gift cards

• Clearance or final-sale products

• Products damaged through misuse, incorrect installation, chewing, scratching, accidents, or normal wear and tear

A product is not considered defective when the damage results from incorrect use, unsuitable sizing, improper installation, or failure to follow the supplied instructions.

GPS and Electronic Products

GPS boundary systems, training collars, ultrasonic trainers, grooming systems, and other electronic products must be returned with all original components, including:

• Charging cables

• Collars and attachments

• Manuals

• Packaging

• Included accessories

Products showing water damage, impact damage, unauthorized modification, misuse, or missing components may be rejected or qualify only for a partial refund.

Refunds

We will inspect your return after it is received and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method and currency used for the purchase. (Shopify Help Center)

Please allow approximately 5–10 business days after the refund is issued for it to appear in your account. Additional processing time may depend on your bank or payment provider.

SidePup™ may reject a return or issue a partial refund when the product:

• Is used, damaged, or altered

• Is missing packaging, accessories, or components

• Is returned outside the approved return period

• Does not meet the eligibility requirements in this policy

Exchanges

To request a different product, size, or color, contact marketing@sidepup.com.

Depending on availability, we may arrange an exchange or ask you to return the original item and place a new order. Replacement availability is not guaranteed.

Order Cancellations

Contact us as soon as possible if you need to cancel or change an order.

We will try to accommodate your request, but an order cannot usually be cancelled or changed after it has been processed, fulfilled, or shipped.

Incorrect Shipping Information

Customers are responsible for entering a complete and accurate shipping address at checkout.

SidePup™ is not responsible for delivery issues caused by:

• An incorrect or incomplete address

• An unavailable recipient

• Refusal of delivery

• Failure to collect the package

• Incorrect contact information

Additional shipping charges may apply if an order must be sent again.

Delayed or Undelivered Orders

Contact marketing@sidepup.com if your tracking has not updated for an extended period or shows delivery but the parcel cannot be located.

Customers may be asked to:

• Check around the delivery location

• Ask household members or neighbors

• Confirm the shipping address

• Contact the delivery carrier

When we cannot ship an order within the promised timeframe, we will communicate the delay and provide appropriate options, which may include agreeing to the delay or cancelling the unshipped order for a refund. (Federal Trade Commission)

Contact Us

For questions about returns, refunds, replacements, or exchanges, contact:

SidePup™ Customer Care
Email: marketing@sidepup.com

Always contact us and receive return approval before sending a parcel. Our team will provide the correct return instructions and return address for your approved request.