Refund policy

Refund Policy: Limited Release Pre-Order

Thank you for choosing Pupzie! Because our products are handcrafted and part of a Limited Release Pre-Order, our policies differ from standard retail stores. By placing a pre-order and securing your reservation, you acknowledge and agree to the following terms:

Cancellations & Refunds

Due to the exclusive nature of our limited release event and the fact that materials and production slots are reserved specifically for your order upon payment:

  • No Cancellations: We do not accept cancellations once a reservation or final payment has been made.

  • No Refunds: All sales are final. We do not offer monetary refunds for "change of mind," shipping delays associated with the pre-order nature of the product, or user preference.

We encourage you to review all product specifications and dimensions carefully before completing your reservation.

Because every Dog Villa is handcrafted and shipped directly to your home, all crate sales are final — we cannot accept returns or exchanges for incorrect sizing. Our sizing guide walks you through how to measure your dog, how to measure your space, and which size fits which breeds.

Read the Pupzie Crate Sizing Guide →

Replacements Only

While we do not offer refunds, your satisfaction and the safety of your pet are our top priorities. We stand behind the quality of our craftsmanship. If your product arrives with an issue, we offer replacements under the following conditions:

1. Damaged in Transit If your crate or pillow arrives damaged due to shipping, please document the damage immediately.

  • Take clear photos of the packaging and the damaged areas of the product.

  • Email us at pupziestore@gmail.com within 48 hours of delivery.

2. Manufacturing Defects If there is a functional defect in the creation of your crate or pillow (hardware issues, structural integrity, etc.):

  • Contact us via our Contact Us page with a description and photos of the defect.

3. Resolution Process Once your claim is reviewed and approved, we will begin the creation of a replacement item for you at no additional cost. Because our items are custom-made in limited batches, please allow for standard production times (5–7 days) for your replacement to be crafted and shipped.

Missing Items

If your order arrives and is missing a specific component (e.g., the pillow or a specific piece of hardware), please contact us immediately. We will ship the missing piece to you via expedited shipping at our expense.

Questions?

We are here to help! If you have any questions regarding your order or our policy, please reach out to our support team:

For more information on our shipping timelines and the pre-order process, please visit our Shipping Policy.