Returns and Exchanges
Need to return a product? We make it easy and hassle-free.
If you ordered from puppoos.com
Visit our Returns Portal to start your return.
You’ll receive a prepaid shipping label and easy step-by-step instructions via email.
Once we receive your item and complete a quick inspection, we’ll process your refund—usually within 10 business days.
We’ll keep you updated every step of the way by email.
Returns FAQs
What is Puppoos's Return Policy?
Updated: April 2025
Unless otherwise stated, any purchase made directly from Puppoos, online or through our call centers, may be returned within 60 days of receipt of the product for a full refund of the purchase price (less shipping and handling and restocking fees). Puppoos will refund the purchase price, but not provide a product exchange. If you are not completely satisfied with your purchase, you may exercise the 60-day money back guarantee by following the instructions below:
How To Return An Item
You may return an item within 60 days of receipt of the product by initiating a return on our RETURNS PORTAL or by contacting our customer service center to request a pre-paid label for your return.
Ship your returned item to the address provided on your pre-paid shipping label and appropriate packaging.
You will receive a refund to the original form of payment once your return has been received at our returns processing facility. Refunds can take up to 10 days once returned items have been received. This time is determined by the payment provider or card issuer.
Return Exceptions
Merchandise that has been excessively worn, used, or altered will not be accepted for return or exchange. Merchandise showing malicious physical damage is not covered under this policy.
Unless otherwise stated, shipping and handling charges are not refundable. You shall bear all expenses related to shipping charges on machines and/or parts.
If you have any questions about our return policy, please email us at contact@puppoos.com.
Return address
RM D 13/F, SUN FAI COMM CENTRE, 576 RECLAMATION ST, MONG KOK, HONG KONG
Who pays for return shipping?
We cover standard return shipping costs with a prepaid label. Extra fees from expedited shipping are non-refundable.
Can I exchange my product?
Currently, we do not offer product exchanges.
When will I get my refund?
Your refund is processed within 10 business days after we receive and inspect your return.
How will my refund be issued?
Refunds are issued to your original payment method.
Can I return a gift?
Only the original purchaser can process returns, and refunds go back to the original payment method.
What if I lost the original packaging?
No worries! Just place the item securely in another box for your return.
Still need help? We’re here for you. Contact our Puppoos customer service team here.