Three simple steps to process 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 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.
*Virtual Race purchases are non-refundable.
If your virtual race package arrives damaged, please email us as soon as possible at Happypup@RunPups.com with your order number and a photo of the item's condition. We address these on a case-by-case basis, but we'll try our best to work towards a satisfactory solution. We reserve the right to replace individual items or the whole package depending on the situation. In most cases, we'll replace the damaged item with the same item. If the race is sold out, we'll replace the race package with one of our current virtual race packages.
**Sale item returns
Our 45-day easy return policy is for regular priced items.
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.
Exchanges (if applicable)
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. Depending on where you live the time it may take for your exchanged product to reach you, may vary.
Late or missing refunds (if applicable)
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 at HappyPup@RunPups.com.
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. Once the returned item is received, we’ll email you a gift code to redeemed 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 will find out about your return.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.