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Pup Approved

Return Policy

What if I am not happy with my custom order?

We are confident that you'll fall head over heels in love with your ShelterPup custom stuffed animal just like you did with its real like inspiration. But, if you are not 100% satisfied, email us! Our artists are standing by to make any and all adjustments to your completed custom dog or cat. We'll bend over backwards (literally) to make sure your custom order turns out exactly as you imagined it!

And don't worry - most alterations only take a few days to complete.

Can I return my Pup?

Our goal is to find permanent, loving homes for all ShelterPups. We understand that some adoptions don't work out as planned and welcome all ShelterPups back within 15 days.

Pups and other products must be returned, in new, or like-new condition, and with any accessories to ensure credit. Shipping costs will not be refunded. Please take care in returning your Pup. Any item received outside of our return policy will be returned without credit.

How do I return my Pup?

Please follow the instructions below when packing and sending your return. We want to ensure that each Pup arrives back to the Shelter safely.

  1. Send the Pup in its original box or in a box of similar size. Please remove all old shipping labels.
  2. Pack the Pup carefully so that it will not be hurt during the shipping process.
  3. Include your original packing slip.
  4. All returns must be sent through the United States Postal Service Please be sure to select a secure shipping method with delivery confirmation so your return can be tracked. We are not responsible for items lost during shipping, and cannot process your return until the item is received.
  5. All returns should be sent to the following address:

    Shelter Pups
    c/o Returns
    PO Box 545
    Ithaca, New York 14851

Damaged or Defective Products

To return a damaged or defective item, please contact our customer service team by email (

When will my refund be processed?

ShelterPups will issue a refund for the original purchase amount plus any applicable taxes within 5 business days of receiving your return and verifying that it meets all requirements listed above.

If you are returning a gift, the purchaser will receive a refund issued in the original form of payment used to purchase the item for the price of the item and any applicable taxes.


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