Refund policy

Last Updated: September 20, 2026

At PupCasa we want you to love what you ordered. If something is not right, returning it is simple and hassle free.

Order Cancellations

You may cancel within 24 hours of placing your order by emailing info@PupCasa.com with your order number. After that window we cannot guarantee cancellation, since your order may already be in processing. Once an order has been dispatched, cancellation is no longer possible. If your order has already shipped, you may return the item after delivery under this Return and Refund Policy.

30 Day Easy Returns

You have 30 days from the day your order arrives to start a return. To qualify, items must be:

  • Unused
  • In their original condition
  • Returned with original packaging, tags, and accessories

Our support team walks you through it. Restocking Fee: $0. We never charge one.

Return Policy Overview

  • Return Window: 30 days from the day your order arrives
  • Condition: unused and in original condition with all packaging, tags, and accessories
  • Easy Returns: our support team guides you through the process
  • Restocking Fee: none

Return Costs

Defective or Incorrect Products. No cost to you if the product is incorrect, was damaged by the carrier, or is defective in any way.

Customer Remorse, Change of Mind. You cover the actual return shipping cost if the wrong item was ordered, the item does not fit, or it is simply no longer wanted. Original shipping costs are non refundable.

How to Return an Item

  1. Contact Us. Email info@PupCasa.com with your order number and the reason for the return.
  2. Pack Your Item. Repack it securely in its original packaging with all accessories, tags, and documents.
  3. Send It Back. Ship your return using the instructions in your return authorization email. You may use the carrier or method recommended there.

Refund Process

  • Inspection. Once your return reaches us we inspect the item against our return criteria.
  • Refund Timing. After approval, allow up to 7 business days for the refund to be initiated to your original payment method, depending on your bank or payment provider.

Exchanges

We accept exchanges. For a different size, color, or product, email info@PupCasa.com and we will set one up quickly.

Order Not Delivered

If your order has not arrived within the expected delivery window, email info@PupCasa.com with your order number. We will open an investigation with the carrier. If the package is confirmed lost, we issue a full refund to your original payment method or send a replacement at no additional cost.

Non Returnable Items

For hygiene and safety reasons some items cannot be returned. These are clearly marked as non returnable on their product pages.

Changes to This Policy

We reserve the right to update this Return and Refund Policy at any time. Changes appear on this page with a revised Last Updated date. Please review it periodically. Continued use of our website after a change means you accept the updated policy.

Questions? Visit our FAQs page or contact our customer service team.

Contact Information

Store Address: 10309 4th Avenue South, Minneapolis, Minnesota 55420, United States
Store Email: info@PupCasa.com
Store Phone: +19523885892
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (Central Time)
We do our best to reply to your e-mail within 1–2 business days.