Return Policy

We get it—sometimes things just aren’t a perfect fit (just like when your pup refuses the comfy new bed you picked out). That’s why we’re here to make returns and exchanges as easy and stress-free as possible.

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Our Promise

If you or your pet aren’t 100% happy with your order, we’ll do our best to fix it. Whether it’s a return, exchange, or simply a question—we’re here for you.

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Return Window

You have 14 days from the date your order is delivered to request a return or exchange.

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Eligibility Requirements

To be eligible for a return or exchange:
    •    Item must be unused, unwashed, and in original condition
    •    Must be in original packaging (if applicable)
    •    Must include proof of purchase (like your order number or confirmation email)

Unfortunately, we can’t accept returns on:
    •    Personalized or custom-made items
    •    Perishable goods (like treats or food)
    •    Clearance or final sale items

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How to Start a Return
    1.    Email us at support@uplapauls5@gmail.com with your order number and reason for return.
    2.    We’ll reply within 24–48 hours with return instructions.
    3.    Once we receive and inspect your item, we’ll process your refund or exchange.

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Refunds
    •    Approved refunds are issued to your original payment method.
    •    Please allow 5–10 business days for the refund to appear on your statement.
    •    Shipping fees (if any) are non-refundable unless the return is due to our error.

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Exchanges

Want a different size, color, or item? No problem—just let us know in your return request! We’ll happily send the new item once we receive the original one.

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Damaged or Wrong Items?

We’re so sorry! If your item arrived damaged or isn’t what you ordered, contact us within 7 days of delivery. We’ll make it right ASAP—no extra cost to you.

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Shipping Costs
    •    Customers are responsible for return shipping unless the return is due to a mistake on our part.
    •    We always recommend using a trackable shipping method to ensure your return reaches us safely.

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Need Help?

We’re real people who care about your experience (and your pets!). If you’re unsure whether your item qualifies for a return or just need a hand, don’t hesitate to reach out.

Email: support@uplapauls5@gmail.com
We respond within 24–48 hours—paws promise!

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Thank you for shopping with us and trusting us to be part of your pet’s life. We’ll always do our best to make sure you and your furry companion are happy.