Exchange and Return Policy

Return and exchange policy: If you are not completely happy with an item you have received, we will accept your return for a merchandise exchange or store credit only (less a 15% restocking fee) (minus the shipping & handling fees) Store credit is valid for 6 months from the date of issue. We do not offer cash refunds or credit your charge card for any item (Please see the list below for items not accepted for return) Please email us within 7 days for return authorization.

** Due to strict health regulations we regret we are unable to accept returns for the following items: Pet beds, pet carriers, dog totes, (crystal or rhinestone) collars, leash or harnesses, Dog houses, dog toys, luggage, dog strollers, canopy dog beds, sale items, custom made orders, personalized items (with initials or monograms) seasonal items such as Halloween costumes, christmas themed gifts, food and treats, or any grooming product. There are no exceptions to our return policy, please read our entire policy carefully, or call with any questions.

The above statement is for the health and safety of all pets, to protect them from contagious diseases and pests.
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All accepted returns must be postmarked within 15 days from the date you received the product, be in unused condition and in their orginial packaging. Returns must be sent back to the given address via an insured method such as Fedex or UPS with a tracking number.The customer is responsible for the return shipping charges on all returned merchanise or exchanges. We do not accept returns by COD. We reserve the right to determine whether or not an returned item is in its unused original condition.

Exchanges require a Return Authorization Number to be issued by emailing admin@theprincessandthepup.com . Items returned without a authorization number will not be accepted for return. Some items that were shipped directly from the manufacturers need to be shipped back to them. We need to supply you with the correct return address. If you return to the incorrect address we may never know your package was returned, therefore it would void any exchange and we could not be responsible for a lost package.

Please do not place a new order for the item(s) you would like in exchange through our website without a coupon code. If you place a new order through the webiste, your credit card will be charged for that order and you will be issued another store credit for your returned merchandise. Please call (610) 246-2982 or email your orders info@theprincessandthepup.com

We encourage you to measure your pet as accurately as possible and check each items listed measurements.

Please note: We do not issue refunds for returned merchandise and cannot honor exchanges for any merchandise that is sent back to us after 30 days, has been used, or is not in its original new condition.

We allow one complimentary size exchange per item for Tee shirts only.(customer responsible for shipping cost) After one exchange, each exchange will incur a re-stocking fee of $12 plus shipping costs.

Defective or damaged item returns. We must be notified within 48 hours of delivery to replace a defective item. If a product is returned due to manufacturing defects, we will happily make an exchange for mechandise of equal value or reorder you the same item. Please note, damaged merchandise is not the same as defective merchandise. Defective is a manufacturer's flaw. If you receive something defective, we will exchange the item for a new one. A damaged item is a broken or scratched item due to the shipping carrier. If this is the case, you need to place a claim with the carrier immediately then notify us. Please do not return it to use first as this will void the carriers responsibility.

Restocking Fees: There is a 15% restocking fee for returns. If we receive an undeliverable package back it will be treated as a return and be subject to a 15% restocking fee plus you'll need to re pay for the shipping to have it shipped again.

Shipping your return: We pay shipping charges on the return of items due to manufacturing defect only. For all other returns, store credit will be given for the item only, not the shipping charges. Unless the return is for a defective product, you are required to pay all shipping charges. On free shipping we will charge up to $15 if you return an item.

For your protection, we recommend you use Federal Express, UPS, the US Postal Service or any other delivery service with delivery and tracking capabilities. The customer is responsible for all shipping and packaging costs related to exchanging or returning an item. We are not responsible for lost or misdirected returns. We cannot accept returns COD. Your exchanged or returned items must reach us within 10 days from the return order number date. Items received after 10 days will not be accepted for exchange or return and will be shipped back to you

At The Princess and the Pup, We strive to provide great customer service. We wish we could accept all exchanges and returns without any questions or limitations, but that is just not possible. Thank you for honoring these exchange and return policies, so that we can continue to provide you a large selection of quality products.

Canceling an Order: You need to contact us within 2 hours of placing the order to cancel. Due to our commitment to processing your order quickly, once the checkout process is completed, we immediately (usually within an hour) notify our warehouse and manufacturers to prepare your order for shipment. Orders cannot be cancelled once they have been processed. We apologize for any inconvenience that this may cause you.

Product Descriptions + Images: We have tried to ensure accuracy in the descriptions and representation of our products. However, slight variations may occur. Our photos have been processed to appear as accurate as possible, however individual computers may show colors differently. Please feel free to ask any questions before placing your order.

Customer Service
We pride ourselves on our customer service. We are always willing to assist you with any issue you may have. The best way to reach us is by email. We will respond as soon as possible.

Email: info@theprincessandthepup.com

Phone number: (610) 246 -2982

Please note that due to various email settings, our email message may be delivered to your spam or bulk mail folder. Should you not receive a reply from us, you may have entered your email address incorrectly or your spam filter won't let us through. If you have emailed us, and have not gotten a reply within 48 hours, your mail to us could have been sent to our spam folder as well, so please try again, or give us a call.