Policies

Processing Time

Our current processing time (time from order date to ship date) is approximately 3-5 business days. During high volume drops, please allow for additional time for your order to be processed. Feel free to reach out to us if you need your order by a certain date and we will do our very best to accommodate. While this is not guaranteed, we always strive for you to be 100% satisfied and understand the importance of receiving your orders in time for seasonal festivities.

Please keep in mind that shipping and processing times are distinct. Our current standard processing time (preparing your order) is 3-5 business days, and the shipping time is the duration it takes for your package to reach you, based on your chosen shipping method at checkout. You will receive an email with tracking information once your order has been shipped. Orders may not be cancelled and refunds will not be issued within the allotted processing time.

Pre-Orders: If your order contains both in-stock and pre-order items, the entire order will be held until the pre-order is ready to ship. If you'd like your in-stock items to ship first, please place two separate orders. 

Order Cancellation Policy

We work hard to get your orders out quickly, which means we’re not able to guarantee cancellations once an order is placed.

• If you need to cancel, please reach out to us immediately at woof@thedeluxepup.com. We’ll do our best to accommodate your request, but cancellations are not guaranteed once an order has been submitted.

• Pre-order items cannot be canceled. Inventory is ordered and reserved based on pre-orders, so pre-order sales may not be canceled. 

If your order has already been processed or shipped, you’re welcome to request a return or exchange within our standard 14-day return window (see our Returns and Exchanges Policy below for details).

Returns & Exchanges

We want you (and your pup!) to love your order. If something isn't quite right, we're happy to help.

Returns and exchanges are accepted within 14 days of delivery for eligible items that are:

• Unworn and unused

• In their original condition

• With all original tags attached

• Free of dirt, debris, odors, or pet hair

Items that do not meet these requirements will be returned to the sender without a refund. To initiate a return or exchange, please submit your request through our Returns Portal here: https://thedeluxepup.loopreturns.com/#/

Returns must be initiated through our Returns Portal. Returns sent without first being authorized through the portal will not be accepted or processed.

Return Shipping

Orders placed with Checkout+ include free return shipping for eligible returns and exchanges.

If your original order did not include Checkout+, you may still return or exchange eligible items; however, an $8 return shipping fee will be deducted from your refund or applied to your exchange to cover the cost of the prepaid return label.

Processing Time

Once your return is received, please allow up to 3 weeks for your return or exchange to be processed.

Final Sale Items

The following items are final sale and are not eligible for return or exchange:

• Personalized items

• Final sale items

Damages & Order Issues

If your order arrives damaged, defective, or incorrect, please contact us at woof@thedeluxepup.com within 7 days of delivery. Please include your order number and photos of the issue so our team can review it and make things right as quickly as possible.

Thank you for supporting our small business!

Shipping

Domestic Shipping

All domestic packages ship USPS First Class or Priority Mail, which typically delivers in 1-4 business days - This does not include processing time. TDP is not responsible for lost or stolen packages. Should your package claim delivered but has not arrived, please initiate a missing mail request with USPS or file a claim.

The customer is responsible for all applicable postage fees for any insufficient addresses or packages returned to sender. Note: Refunds will not be issued for packages whose additional postage is refused by the customer. We appreciate your understanding.

In instances of Free Shipping, discount applies only to USPS Ground Advantage rates. 

International Shipping

We ship worldwide! However, we cannot guarantee that you will not be charged any customs taxes or duties. TDP is not responsible for paying custom or duty fees. TDP is not responsible for lost or stolen packages. Should your package claim delivered but has not arrived, please initiate a claim with the shipping provider chosen at checkout. 

The customer is responsible for all applicable postage fees for any insufficient addresses or packages returned to sender.  Note: Refunds will not be issued for packages whose additional postage, customs, or duties is refused by the customer. We appreciate your understanding.

For time sensitive orders, International customers should consider current processing and shipping times. Expedited shipping options are available through USPS and UPS shipping providers. 

Custom Orders

We are not currently accepting custom order requests. 

Brand Ambassador Program

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