Refund policy

Last Updated: October 27, 2026

We want you and your puppy to be happy with your order. If you're not, we're here to help with a simple return process.

Contact Information

Store Name: NestlePup

Store Address: 2045 265th Ave SE, Sammamish, WA 98075, United States

Email: support@nestlepup.com

Phone: (206) 755-8314

Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM Pacific Time

Response Time: We aim to respond to all inquiries within 1–2 business days.

Order Cancellations

Orders may be cancelled within 24 hours of purchase by emailing support@nestlepup.com with your order number. After 24 hours we can't guarantee cancellation, because your order may already be processing. Once an order has shipped it can't be cancelled, but it may be eligible for return under this policy.

30-Day Returns

You may return eligible items within 30 days of receiving your order. We accept returns for defective and non-defective products, and we accept exchanges.

To qualify for a return, items must be:

  • Unused and in their original condition
  • Returned with all original packaging, inserts, accessories and tags

For hygiene reasons, plush items that have been used by a pet can only be returned if they arrived damaged, defective or incorrect.

Restocking Fee: None. We never charge restocking fees.

Return Shipping Costs

We cover return shipping if you received the wrong item, your item arrived damaged, or your item is defective or not working properly.

You pay return shipping if you ordered the wrong item, no longer want it, it doesn't meet your expectations, or you changed your mind.

Original shipping charges are non-refundable.

How to Start a Return

  1. Email support@nestlepup.com with your order number, the reason for the return, and photos if the item is damaged or defective.
  2. We'll send return authorization, the return address and instructions.
  3. Pack the item securely, in its original packaging where possible, and ship it to the address provided. Please contact us before sending anything back so we can give you the correct return address.

Refunds

Once we receive and inspect your return, we'll email you. If approved, your refund is issued to your original payment method within 7 business days. Your bank or card issuer may take additional time to post it.

Exchanges

If you'd like an exchange, email support@nestlepup.com and we'll help.

Lost or Missing Orders

If your package hasn't arrived within the estimated delivery window, contact us with your order number. If the carrier confirms it's lost, we'll send a replacement at no extra cost or issue a full refund.

Policy Updates

We may update this policy periodically. Changes will appear on this page with a revised "Last Updated" date.

Questions about returns? Email support@nestlepup.com.