Policies

Last Updated: 11/20/2023

Processing Time

Our current processing time (time from order date to ship date) is approximately 3 weeks, but we always try to ship as soon as possible. During the high volume holiday season, 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 throughout these holiday months.

Please keep in mind that shipping and processing times are distinct. Our standard processing time (preparing your order) is 2-3 weeks, 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. We regret that 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 seperate orders. 

Returns and Exchanges

If there's an issue with your order, we're here to help. Please reach out to us at woof@thedeluxepup.com within 7 days of delivery and we’ll do our best to make it right.

Returns & Exchanges

Returns and exchanges are accepted on unworn, unused items in original condition within 14 days of delivery.

Important:
We do not accept returns or exchanges without the original packing slip or order number included in the return package. This is required to process your return and match it to your order. Packages received without a packing slip will be rejected. To begin a return or exchange, email us at woof@thedeluxepup.com to receive instructions.

Damages & Issues

Please inspect your order upon delivery and contact us right away if:

• Your item arrived damaged or defective

• You received the wrong item

We’ll make it right as quickly as possible.

Additional Notes:

• Return shipping costs are the responsibility of the customer unless the item was incorrect or damaged upon arrival.

• Final sale and personalized items are not eligible for return.

Thank you for understanding and helping us streamline our process!

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.

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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