Refund policy

If you are not completely satisfied with an item, returns, exchanges, or store credit are accepted within 30 days from the date the order is placed. We do not accept returns, exchanges, or store credit on items after 30 days.

Items must be new, unopened, and include all parts, accessories and packaging to be eligible for exchange/store credit. We cannot accept returns on treats or other consumables.

Returns, exchanges, or store credit are only accepted with prior authorization. Please call us at 404-955-8679 or email us at info@uptownpups.com to request authorization. If the return, exchange, or store credit is authorized, you will be given an authorization number. Please include a copy of the original invoice with your exchange or store credit and write your RA# visibly on the outside of the shipping package and on the packing slip. Please tell us why you are returning our product, so that we can continue to improve our service. If you choose to exchange your item, we will charge you an additional shipping fee.

Shipping for returns, exchanges, and store credit will be the responsibility of the customer, unless the item is being returned as a result of our error (damaged, defective, wrong item sent, etc.) We recommend you use a shipping method that issues a tracking number for the package (DHL, UPS, FedEx, USPS with Delivery Confirmation). We do not accept COD. Save your shipping receipt and tracking number for proof of return delivery. We are not responsible for return packages that are lost or damaged by the return shipping company.

When exchanging an item, you will be charged or credited for the difference in price of the new item if there is one, plus shipping and handling. When requesting a store credit, we will issue you a gift certificate in the amount of the credit once the store credit is approved.

Customized Item Return Policy

For items with customization options, including any product configurations, image personalization, text inscriptions, or designs (such as engravings, monograms, embroidery, or embossing). Notify us within 14 days of receipt of the return. If the item contains personal configuration, inscription, or design on the product, Returns or exchanges may not be accepted on customized items unless the products are damaged or defective upon arrival. Customized items damaged by your pet are non-returnable and will be considered a complete loss. If there is a misspelling or error in the configuration, inscription, or design due to a mistake by Uptown Pups, we will provide you with either a return or a replacement product depending on product availability. All product packaging (such as boxes) must be returned with the item.

Missing, Damaged, Defective or Incorrect Item Sent Return Policy

We stand by our products. If an item is missing, damaged, defective or incorrect, you must contact us by phone or email with the specific issue within 10 days of the purchase receipt so that we can explain what steps need to be taken.

Items damaged by your pet are non-returnable and will be considered a complete loss. We do not repair or replace items damaged by your pet. The merchandise sold on our online store is not guaranteed to withstand your pet’s behavior. If you are concerned your pet may easily destroy an item, please contact us before your purchase. We test all our products on our own dogs and carry toys and accessories for all types of dogs. We will be happy to explain any of our products before purchase.