Refund Policy

UpPup Refund Policy

Effective Date: March 13, 2026

Our "Pup-First" Promise

At UpPup, we are a small business dedicated to the health of your dog and the health of our planet. We stand behind our handcrafted, small-batch treats made from rescued Ventura County produce. If something isn’t right, we are committed to making it right.

The "No-Return" Safety Rule

To ensure the safety of all our furry customers, we cannot accept returns on any food items. * Once a bag of treats leaves our facility, we cannot verify how it was stored or handled.

• To prevent cross-contamination and ensure every pup gets the freshest treats possible, we do not restock or resell returned food.

Damaged or Defective Items

If your treats arrive damaged or if you notice a quality issue (e.g., a broken seal or premature spoilage), we will replace or refund your order immediately.

• Notification Window: Please email uppuptreats@gmail.com within 48 hours of delivery.

• Requirements: Include your order number and clear photos of the damaged packaging and the product.

• Resolution: Validated claims will receive a full refund to the original payment method or a replacement shipment at no cost to you.

Picky Eaters & Flavor Preferences

We know every dog has their own unique palate!

• Because taste is subjective, we do not offer refunds if your dog does not like a specific flavor.

• However, we want your pup to be happy! Reach out to us within 30 days of purchase—we’d love to hear your feedback and can often provide a high-value discount code so you can try a different blend that might be more their speed.

Adverse Reactions

Your dog’s safety is our #1 priority. If your dog has an adverse reaction:

• Discontinue use immediately and consult your veterinarian.

• Contact us with details about the reaction.

• We will issue a full refund for the product and use your feedback to continue improving our recipes.

Non-Refundable Items & Circumstances

We cannot offer refunds for:

• Products purchased more than 30 days ago.

• Orders shipped to an incorrect address provided by the customer.

• Damage caused by improper storage (e.g., leaving treats in a damp area or direct sunlight).

• Minor color or texture variations (these are a natural result of our upcycled, "ugly" produce sourcing).

Refund Processing

• Approval: Once your request is reviewed, we will notify you of the approval or rejection within 2 business days.

• Timeline: Approved refunds are processed automatically to your original payment method. Please allow 5–10 business days for the credit to appear on your statement, depending on your bank.

Cancellations

You may cancel an order within 1 hour of placement. Once an order has entered the fulfillment process or has been shipped, it can no longer be cancelled or refunded.