Refund policy

We want you (and your pup) to love every order. If there’s an issue, we’ll make it right fast.

Report Issues Within 48 Hours
• If your order arrives damaged, defective, missing items, or you received the wrong product, email us at support@greenpup.co within 48 hours of delivery.
• Include your order #, photos of the outer box, packing slip, and the product. Please keep all packaging while we review.

Return Eligibility (Non-food items)
• You may request a return within 14 days of delivery.
• Items must be unused, unopened, and in original packaging with all tags/accessories.
• A Return Authorization (RMA) from our team is required before sending anything back.

Exceptions / Non-Returnable Items
• Perishable goods (treats and food) – final sale per our supplier’s safety policy.
• Opened consumables of any kind.
• Custom/personalized items, gift cards, clearance/final-sale items.
• Grooming/health items that have been opened due to hygiene reasons.

How Returns Work
• Email support@greenpup.co for an RMA and return address (some items ship from partner warehouses).
• Unless we made a mistake, return shipping is paid by the customer. We recommend a trackable method.
• If your order originally qualified for free shipping and your return brings the order below the free-shipping threshold, the original shipping cost may be deducted from the refund.

Refunds
• Once your return is received and inspected, we’ll notify you. If approved, refunds are issued to the original payment method.
• Original shipping charges are non-refundable.
• Please allow 3–10 business days for your bank or card issuer to post the credit.

Exchanges
• For the fastest exchange, place a new order for the item you want and return the original per the policy above.

Cancellations
• We can cancel an order only before it ships. For food/treats, orders cannot be canceled once submitted because they are special-ordered for best-by dates.

Wrong Address / Refused Delivery
• If an order is returned due to an incorrect address or refusal, reshipment fees may apply. Shipping costs are non-refundable.

Warranty Help
• Some brands include a manufacturer warranty. If you believe you have a warranty claim, email support@greenpup.co with your order # and photos and we’ll assist.