Refund policy

We want you to be happy with Pug Life®

We have a 14-day return policy, which means you should have the item returned to us within 14 days. In order to account for shipping time, we suggest requesting a return within 7 days of receiving the item. Shipping & Handling is not refundable.

To start the return process, you can login to you account, visit the return page with your order number, or contact us at support@puglife.com. 

Return for Any Reason
Unless the item is damaged or defective, you—the buyer—will be responsible for return shipping cost and any loss in value if the item is not returned in original, new condition. To be eligible for a full refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Shipping and handling will not be refunded. We suggest using a shipping method that includes tracking to ensure we receive the item. If you’d like us to issue shipping labels, the cost of return shipping will be subtracted from the refund.  

Damaged and Defective Products 
Please inspect your order as soon as you receive it and contact us immediately via your online account or email at support@puglife.com if the item is defective or damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. We will ask you to provide photos of the damaged or incorrect item. We will provide shipping labels if the damaged item must be returned. Items that are defective may only be replaced with the same product. In most cases, we will get a replacement item shipped to you within 3-5 business days. Some of our products are made or sewn to order and a replacement may take longer. 

Exceptions / non-returnable items
Personalized products cannot be returned (this includes special orders).These items are considered non-returnable unless defective or damaged. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on clearance items or gift cards. Please contact us if you have concerns about a clearance item.

Timeline
We will notify you once we’ve received and inspected your return. If approved, you’ll be notified, and automatically refunded on your original payment method within 10 business days. If you've requested an exchange, it may take up to 10 days to process the exchange and get your new item shipped to you. In most cases, we will have the new item shipped to you within 3-5 business days. Some items are made to order or sewn to order and a replacement may take longer. 

Start Your Return
To start the return process, you can login to you account, visit the return page with your order number, or contact us at support@puglife.com. Return address information will be provided once your return is approved and shipping labels will be provided as applicable. We have two return centers in the US. Items sent back to us without first requesting a return through your account or email will not be accepted and a refund will not be issued. 

If more than 15 business days have passed since you’ve mailed your approved return, please contact us at support@puglife.com or leave a voicemail at ‪(206) 569-4954‬.