Policy

How do I change or cancel my order? 

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that we have commenced processing, have already been packed or shipped cannot be modified or cancelled.
We normally commence processing the order the next day.
What do I do if I received the wrong item or my item is defective?

If this happens, we are truly sorry. Please email us at hello@cuddypup.com and tell us your order number and how we messed up. We will take care of you and cover all costs of getting you the right item. We are human and do make
mistakes, but we will make sure to correct the issue ASAP!

Basic Refund Policy

How long is the returns process?

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed. For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.

For all applicable returns, please contact hello@cuddypup.com for a return. address.

When will i receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, please contact the bank/credit card company. It may take some time before the refund is posted to
your account.
Item(s) returned to sender 
If item(s) is returned to sender for the following reasons or any other reasons that were due to recipient's fault, we will only refund customers partly.
1. Customers failed to pick up the item(s) at the post office or refused delivery; or
2. There was attempted delivery; or
3. Item(s) being held until payment of custom fees and the customers did not pick up at the post office.
We can resend the item(s) with a small shipping cost for each item or we can refund you but we will deduct USD15 for each item from the total refund amount.
This policy applies to despite our "free worldwide shipping" promotion.
Will I be charged with customs and taxes?

The prices displayed on our site are tax-free, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, and are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office