FAQ and Policies

Includes: Shipping policy, return/exchange/refund policy, safety, product care, and FAQ

- Shipping Policy -

All orders ship within 2-7 business days from when the order is placed
Packages are shipped by the United States Postal Service/USPS
Sugar Pups is not responsible for any lost or damaged packages. Once the shipping label is created and the package is collected by our mail carrier, it is out of our control.
Should a lost or damaged package occur, Sugar Pups is not responsible, but will help to open a claim once informed of the incident.
An email is sent with a tracking number and link to see exactly where your package is and when it is going to arrive once the shipping label is printed.

- Return, Exchange, and Refund Policy -

Please contact us about all returns, exchanges, and refunds within 7 days of receiving your order or purchasing at a vendor event through the contact form (can be found on the “Contact Us” page of our website).
Unless there is an issue with your product upon arrival *before 7 days*, (i.e. ripped, stained, damaged) all of the items in our shop are not able to be returned.
If you receive your order and you are not happy with the design or ordered the wrong size but have not used it yet, you are able to exchange it for a product of same or lesser value but will have to pay additional shipping price.

- Keep your dog safe! -

Sugar Pups bandanas utilize snaps to avoid the hassle of tying them onto your dog. These snaps prevent the bandana from being shaken off, but also have an added safety feature. If your dog is ever in a hazardous situation, with the right amount of pressure, the snaps will generally pop open, freeing your dog from the bandanna. Sugar Pups is not responsible for any incidents involving our products when it comes to the safety of your dog. Proper monitoring of your dog is your responsibillity.

- Care for your products! -

Every package comes with a care sheet with instructions of how to wash and dry your bandana and how to make sure it lasts.
These instructions include: machine wash cold, avoid fabric softener, hang for best care, avoid sun drying, and iron if needed.

- FAQ-

Where is my order? Tracking says it is delivered but I don’t see it.

Did you check with a neighbor? When checking out, the house number could have been typed wrong or the delivery person could have read it wrong.
Sometimes, delivery services indicate that a package has been delivered but it has not. Please allow 24-48 hours for the package to show up.
Should a lost or damaged package occur, the next step is to open a claim with the shipping carrier as soon as the option is available.

Something is wrong with my order, how do I get help?

Please submit a contact form with your name, order number, email address, detailed issue with order, and ideal resolution (i.e. return, exchange, or refund).
Your inquiry may take up to 24-48 hours to be addressed.
Once your request is received, you will get a reply email with the next steps.

Are any items returnable/exchangeable?

Unless there is an issue with your product upon arrival, (i.e. ripped, stained, damaged) all of the items in our shop are not able to be returned.
If you receive your order and you are not happy with the design but have not used it yet, you are able to exchange it for a product of same or lesser value but will have to pay additional shipping price.

What items are non-refundable under any circumstances?

The order I received has missing, incorrect, or damaged items.

If there is a mistake with your order, please reach out within 7 days of receiving.
If your order arrived with a missing item, an item was mistakenly sent to you, or the fault is otherwise your own, we will cover all additional shipping costs to send you the missing item, or if an extra item was sent you, you are welcome to keep it or gift it to a friend or even some dogs in need!

I would like to cancel my order

No cancellations are accepted under any circumstances.
Sugar Pups shall not be held responsible for any and all claims, losses, expenses, injuries, or damages arising out of or associated with our product as all precautions are listed on our website and asked to be read before purchasing.