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FAQs

Virtual Race Events

A virtual race can be run (or walked) anytime, anywhere, outside or on a treadmill. When you participate in RunPups virtual races, you earn unique race medals while raising money for abandon dogs.

Typically, virtual races come in 5k (3.1 miles), 10k (6.2 miles), or half marathon (13.1) distances. We also sponsor challenges that have a series of races that you must complete to achieve the virtual challenge.  

The process is easy.
1. Register for a virtual run.
2. Complete the distance anytime and anywhere you desire (even on a treadmill)
3. Easily log your race info on our website. Log miles here.
4. We mail your finisher’s package with the medal.

Note: Each race has slightly different rules which, determines when your finisher’s package will be delivered. Please read the instructions on the race registration page for more details. 

Absolutely! We don’t have strict rules or speed requirements. Move at whatever pace feels right to you. 

Of course! Your welcome to join our community with or without a pup. Even if you don’t run with a dog, a portion of your registration fee is donated to help needy dogs and that pretty awesome! 

The 5k races are designed to be completed in one outing, but we understand that’s not always possible. We want everyone to participate regardless of abilities. We don’t care how you get the miles done as long as you're moving forward. If you break the race into multiple segments, please wait to log the miles until all sections are complete. 

The amount donated varies from race to race. We typically donate in one of two ways; either a flat 10% of profits for a particular race or sponsor specific dog(s) and pay the amount required by the rescue for the sponsorship.

Click our "Run for Pups" tab to get more information about what we're donating, the charities we're supporting, and sponsored pups for each race.

We periodically update our donation amounts on our donation page.

RunPups LLC is not a 501(c)(3) tax-exempt charitable organization, but we raise funds for pet rescues charities. Currently, we are donating to Charming Pet Rescue in Boerne, Texas. 

Shipping

 Most U.S. orders are processed and shipped from our facility within 24 hours (M-F excluding holidays).*

We will send a shipping confirmation to the email address on file when the order is processed and awaiting pick up from the carrier service. This email will provide a tracking number for your convenience. Actual shipping times may vary based on the carrier, location, or unforeseen circumstances (i.e., weather delays, COIVID delays, etc.) The typical shipping times are between 3-7 days within the U.S.

If you did not receive an order confirmation email, the email probably went to your junk folder, or the email address was entered incorrectly during checkout. 

*Note: Virtual race events may have different shipping policies. Some races ship at the time of purchase, while others ship when the race is logged as complete. Please refer to the virtual race registration page for specific shipping details for each race. Circumstances beyond our control, like weather delays, COVID delays, etc., may impact processing and shipment times.

United States

All of our products ship within the U.S. 

Canada

We are now shipping virtual race packages to Canada. Our other products are not available for international shipping at this time.

Shipments to Canada may be subject to additional taxes, duties, and fees upon delivery.

Please read our entire shipping policy here. 

Refunds and Exchanges

We’ll gladly give you a refund or exchange on regular priced items if you return your item within 45 days of purchase. The product must be unused and in its original packaging with tags attached to be eligible for a refund.* Please read our entire policy here.

Virtual Races are non-refundable. 

Yes, we allow exchanges for unused items (in original packaging) within 45 days of purchase. If you’re exchanging for a higher priced item, you will be responsible for the paying the difference.

One we receive your item, we’ll process the exchange.

 If you’re exchanging for a higher-priced item, an invoice is sent to the address on file to collect the remaining balance. Once we receive the payment, the item will be shipped.

If you're exchanging for a lower priced item, a partial refund is given within three days of receiving your exchanged item. 

Our 45-day easy return policy is for regular priced items. Please read our entire refund policy here.

Sale items do not qualify for free return shipping; however, you can still return the item (unused with original packaging) at your expense and receive a refund for the sale price within 45 days of purchase.

Clearance and closeout items are non-refundable.

There are rare situations where only partial refunds are granted (ex. damage not due to our error). We will handle these partial refunds on a case-by-case basis depending on the unique situation.   

 Three simple steps to process your return: 

1. Fill out the form on our returns page. (Click here to read the entire return policy.) 

2. Receive email with instructions from RunPups. Qualifying returns will receive a return label. 

3. Package the items in the original box and ship.

Once we receive and verify your return, we will process the refund (usually within three business days) A credit will automatically be applied to your credit card or original method of payment. 

If you do not contact customer support, you are responsible for the return shipping charges. Proof of purchase is required so please be prepared to supply the order information from your original confirmation e-mail as well as your e-mail address and phone number.

All refunds are for the price of the products minus the original shipping charge, if applicable. 

If the item was marked as a gift when purchased and shipped directly to you, then you’ll receive a gift credit for the value of your return. You’ll need to provide the order number listed on the packing slip. Once the returned item is received, we’ll email you a gift code to redeem at RunPups.com.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and he/she will find out about your return.

Once we receive and verify your return, we will process the refund (usually within three business days). A credit will automatically be applied to your credit card or original method of payment.

If you haven’t received a refund yet, first recheck your bank account. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us. 

Discounts and Codes

 No, discount codes and special offers cannot be combined. Choose the one code that provides the most significant discount.