Frequently Asked Questions
Find information on our services and operations below.
Still need help? Contact our team.
Return & Refunds
What is your return policy?
We want you and your furry friend to love your new accessories! We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, items must be in the same condition you received them: unworn, unused, with tags attached, and in their original packaging.
Can I return an item if my pet tried it on?
Yes, trying an item on for size is perfectly fine! However, due to health and hygiene reasons, the item must be completely free of pet hair, odor, dirt, and signs of chewing or wear. If an item is returned to us covered in fur or showing signs of use, we will unfortunately not be able to issue a refund.
How do I start a return?
If the item is defective, damaged, or wrong: We will fully cover the return shipping costs or send a replacement at no extra charge.
- For change of mind or incorrect sizing: The customer is responsible for covering the return shipping fees back to our UK facility. We highly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Can I exchange an item for a different size or color?
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new size or style. This ensures your pet doesn't have to wait too long for the right fit!
How long does it take to get my refund?
Once we receive and inspect your returned item, we will notify you if the refund is approved. If approved, you will be automatically refunded on your original payment method within 3 to 5 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
What should I do if my order arrives damaged or defective?
Please inspect your order upon arrival. If an accessory is defective, damaged, or if you receive the wrong item, contact us immediately at info@gopoofy.com with a photo of the issue. We will review it right away and make it right for you and your pet!
Are there any items that cannot be returned?
Yes, certain types of items cannot be returned for safety and hygiene reasons:
- Personalized or custom-made items (such as engraved name tags or custom-sized collars).
- Perishable goods (like pet treats or supplements).
- Clearance or gift card purchases.
