RETURN POLICY:

Tails Up, Pup gladly accepts returns of unworn, unwashed, undamaged, unaltered, or defective merchandise purchased online that shipped to a U.S. address for a store credit (TUP E-Gift Card). You must contact us and initiate the return within 14 days of the date ordered.

RETURN PROCESS: 

  1. Initiate a Return
  2. Customer will be responsible for cost of return shipping. Original shipping costs are non-refundable. 
  3. Items must be in perfect condition to be accepted for return. Never worn, No make-up or deodorant stains. Original tags must still be attached.
  4. Once we receive your return and inspect the item(s), we will refund the purchase amount to a TUP E-Gift Card sent to your order's email address. If the item is does not pass return inspection you will not receive a refund.
  5. Please allow up to two weeks for your return to be processed.

FINAL SALE RESTRICTIONS:

Final sale items cannot be returned or exchanged. The following is a list of FINAL SALE items:

  • Personalized (If you select a bandana that includes personalization, but choose to leave it blank, this item is still NOT eligible for return.)
  • ALL embroidered items
  • Boxes (mystery, grab bags, exclusive, monthly…)
  • Altered items (such as adding a seam or name)
  • Dog Bandanas that allow you to choose the fabric color or writing color
  • Items purchased during a holiday/seasonal sale (including but not limited to Memorial Day Sale, Christmas In July, Dog Deals of Christmas, Black Friday, End Of Year Sale…)
  • Monogrammed
  • Custom Orders
  • Face Masks 
  • Hair Accessories 
  • Mystery Items & Grab Bags
  • Doorbusters
  • Subscription Items & Boxes (includes box add-on items)
  • Gift Cards
  • Items Marked Final Sale or Under Our Sale Tab
  • Orders paid with using AfterPay or Sezzle or any order checked out on Facebook or Instagram

PLEASE NOTE: ORDERS CANNOT BE CHANGED, MODIFIED, OR CANCELED AFTER CHECKOUT.

DEFECTIVE ITEM PROCESS:

  1. If you have received a defective item, please contact customer service within 3 DAYS to inform us of the issue. 
  2. If we are not notified within three days of receiving the item, it will no longer qualify for a return or replacement. 
  3. You must include a photo of the damage/defect with your email.

 

SUBSCRIPTION POLICY

TUPscription Box Shipping & Billing: 

You will be charged for your subscription box on the day you sign up. Your sign up day will be your bill date moving forward. For example, if you sign up on February 10th you will be billed for your next box on March 10th. All subscription boxes will ship on the 1st of every month regardless of your bill date. 

If you sign up for your subscription on 1st-13th of the month you will receive that month’s theme. Anytime after the 13th, we cannot guarantee that you will receive that theme. Instead, you may receive our Welcome Box. Thereafter, you will receive the regular themed subscription box.

TUPscription Box Return Policy: 

Returns are not offered on subscription products. Due to the nature of our curated subscription service, we do not offer refunds or exchanges on subscription products. Add-on items to your subscription box are also not eligible for returns or exchanges.

TUPscription Cancelation Policy: 

You must request cancellation for your subscription box 30 days prior to your bill date. Some exceptions may apply.