If you’d like to return a product for a refund or exchange please follow the steps below.
1. Please read the conditions below to determine whether or not your order qualifies for a refund or a return.
2. Once you’ve read the conditions below and have determined that you are eligible for a return or refund please send us an email at email@example.com with the following
- Order Number
- Reason for Return
3. Please allow up to 5 business days for us to send a response email for your refund. Your return or exchange will be handled by a real person who really works at our facility. You’ll love the personal experience, but it does take a bit longer to hear back than if we were to outsource our customer service overseas.
4. After you’ve received a response email, please ship the product(s) to be returned along with a copy of your invoice to the following address:
585 Indian Trail Rd, Suite 1
Danville, VA 24540
5. Once your return is received and inspected, we will send you an email to notify you that we’ve received your return. We will then notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days.
Refunds and exchanges are subject to the following conditions:
Only purchases made through hippuppy.com are eligible for return. If you’ve purchased HIP PUPPY products from other retailers please contact them for any returns or exchanges.
Our return policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund.
To be eligible for a return, your item must be unused, in brand new condition, and free of any hair. It must also be in the original packaging.
Additional non-returnable items:
- Gift cards
- Sale items
- Items for Humans (tees, mugs, totes) - unless there is a defect.
To complete your return, we require a receipt or proof of purchase.
Once your return is received, processed and inspected, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 business days. If for any reason your return is rejected we will contact you directly to resolve your problem.
Late or missing refunds
If it has been more than 2 weeks since your return and you haven’t received a refund yet, please double check your bank account. Contact your credit card company, as it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded.
Due to high sell-out risk, we do not accept exchanges at this time. The only way to guarantee that you will receive your desired item/size/color is to place a new order for the desired item and send back the unused item that you would like to return.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received and approved, a digital discount code will be emailed to the e-mail address provided by you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send the refund to the gift giver and they will be notified of your return.
You will be responsible for paying for your own shipping costs for returning your item unless the item being returned was incorrect, defective or damaged. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please direct any further questions regarding returns to email@example.com