Returns

At Pogopup, we want you and your pup to love every purchase. If you're not completely satisfied with your order, we're here to make the return or exchange process simple and hassle-free.

Please review our Returns & Exchanges Policy below before submitting a request.

Return & Exchange Policy

We accept eligible returns and exchanges within 30 days of the original delivery date.

To qualify for a return or exchange, all products must meet the following conditions:

1. Item is unused, unworn, and in its original condition.
2. All original tags, packaging, and accessories are included.
3. Product is clean and free of pet hair, dirt, stains, odors, or damage.
4. Proof of purchase (order number or confirmation email) is provided.

To ensure product quality, Pogopup reserves the right to inspect all returned items before issuing a refund or exchange.

Free Exchanges

If you'd like a different size, color, or eligible product, we're happy to help.

We offer free exchanges for eligible orders.

You'll only be responsible for any price difference if the replacement product costs more than your original purchase.

Once your exchange request has been approved, we'll provide instructions for returning your original item and process your replacement as quickly as possible.

Returns for Refund

Eligible items may be returned for a refund to the original payment method.

Once your returned package has been received and inspected, your refund will be processed within 5–10 business days.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Original shipping charges (if applicable) are non-refundable.

How to Return an Item

Returning your order is easy.

Step 1

Contact our Customer Support team to request a Return Authorization (RMA).

Step 2

Pack the item securely in its original packaging whenever possible.

Step 3

Include your order number inside the package.

Step 4

Ship your package using the return instructions provided by our support team.

We recommend using a trackable shipping service, as Pogopup cannot be responsible for packages lost or damaged during transit.

International Orders

At this time, international customers are welcome to return eligible products.

Please note:

1. Customers are responsible for all international return shipping costs.
2. We currently do not offer free international exchanges.
3. Duties, taxes, customs fees, and shipping charges are non-refundable.
4. Returned products must meet all return eligibility requirements.

Once your return has been shipped, please email our Customer Support team with:

1. Order number
2. Tracking number
3. Carrier name

Refunds will be issued after the returned products have been received and successfully inspected.

Non-Returnable Items

The following items cannot be returned or exchanged:

1. Final Sale items
2. Clearance or Last Chance products
3. Gift Cards
4. Personalized or customized products
5. Items marked as non-returnable on the product page
6. Products showing signs of use, damage, washing, or excessive pet hair

For hygiene and safety reasons, certain pet care accessories may also be ineligible for return.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

1. Your order number
2. A description of the issue
3. Clear photos of the product and packaging

We'll review your request promptly and arrange an appropriate replacement or refund when applicable.

Order Cancellations

Orders begin processing shortly after they are placed.

If you need to cancel or modify your order, please contact us as soon as possible.

While we will do our best to accommodate your request, we cannot guarantee cancellations once an order has entered processing or has been shipped.

Refund Processing Time

After your return is approved:

1. Inspection: 1–3 business days
2. Refund processing: 5–10 business days
3. Exchange shipment: Typically within 1–3 business days after approval

Processing times may vary during holidays or peak shopping seasons.

Return Shipping

If the return is due to:

1. A defective or incorrect product, Pogopup will cover the return shipping costs.
2. Customer preference (such as ordering the wrong size, color, or changing your mind), return shipping costs may be the customer's responsibility unless otherwise stated during promotional events.

Need Assistance?

Our Customer Support team is always happy to help.

If you have any questions regarding returns, exchanges, refunds, or order eligibility, please contact us through our Contact Us page or email our support team.

We're committed to making every shopping experience with Pogopup as enjoyable and worry-free as possible.