Policy snapshot
This table is a convenient summary. If a summary conflicts with the detailed terms below, the detailed terms control.
| Product category | Return window | Warranty | Key conditions |
|---|---|---|---|
| Smart and electrical products | 30 days | One-year limited warranty | Customer pays for non-defective returns; standard cleaning/restocking deduction up to 15% for opened or used items. |
| Non-electrical products | 14 days | No separate one-year warranty | Customer pays for opened or used non-defective returns; cleaning, sanitation, inspection, repackaging and restocking deductions may apply. |
| Size-dependent products | 14 days | Return/exchange rules only | Wrong size is not a defect; item must remain clean and in resalable condition. |
| Oversized non-electrical products | 14 days | Return/exchange rules only | Customer pays non-defective return freight; actual outbound shipping may be deducted. |
| Filters and consumables | 14 days if unopened | Defects reviewed separately | Opened, installed, used or unsealed consumables are not eligible for change-of-mind returns. |
Complete policy
1. Scope, purchase channels and definitions
This policy applies to eligible products purchased from fuzzpups.com, a FuzzPups-operated online store or an authorized FuzzPups sales channel that expressly adopts it. Third-party retailers and marketplaces may apply their own return policies; eligible FuzzPups smart/electrical products may still qualify for warranty review with valid proof of purchase from an authorized seller.
The return period begins on the carrier-confirmed delivery date for each product. A valid order number, receipt, invoice or other acceptable proof of purchase is required.
Condition definitions
- Unopened: the seal is intact and the product remains in its packaging.
- Opened but unused: opened for reasonable visual inspection but not assembled, activated, filled, worn by a pet or placed into practical use.
- Tried on briefly indoors: used only to check fit, without outdoor use, washing, staining, stretching or extended wear.
- Used: assembled, activated, account-connected, filled, operated, worn beyond a brief fitting or exposed to pet hair or bodily substances.
- Verified defect: a defect in materials, workmanship or essential function confirmed through evidence or inspection.
- Change-of-mind return: preference, wrong size, ordering by mistake, pet unwillingness or another reason unrelated to a defect or FuzzPups error.
2. Return periods by product category
Smart and electrical products – 30 days
Automatic feeders, powered/smart fountains, automatic/smart litter boxes, powered grooming products, cameras, monitors and products with motors, pumps, sensors, batteries, charging or smart functions may be returned or exchanged within 30 calendar days and may receive the one-year limited warranty described in Section 12.
Opened or used non-defective products may be inspected and may have standard cleaning, sanitation, factory-reset, repackaging and restocking deductions up to 15%, plus deductions for missing parts, damage or substantial loss of value. Customers pay non-defective return shipping.
Non-electrical products – 14 days
Carriers, harnesses, collars, leashes, beds, mats, toys, bowls, feeding accessories, cat trees, non-powered furniture, clothing and similar accessories may be returned or exchanged within 14 calendar days. For a full non-defective refund they should be unused or only tried on briefly indoors; clean and sanitary; free of hair, saliva, waste, stains and odors; free of pet-caused damage; complete; and in original packaging when reasonably possible.
Opened/used non-defective items may be reviewed if safe and sanitary, with customer-paid return shipping and reasonable deductions. They do not receive the separate one-year electrical-product warranty.
Size-dependent products – 14 days
Harnesses, collars, clothing and similar products must be tried on only briefly indoors and remain clean, unwashed, odor-free, unstained, unstretched, undamaged and complete with tags. Wrong size is not a defect. Original shipping is non-refundable; return and replacement shipping may apply. At its discretion, FuzzPups may offer discounted or complimentary standard replacement shipping for a first size exchange in the continental United States.
Oversized non-electrical products – 14 days
Cat trees, furniture, large carriers, large beds and enclosures must be safely disassembled and packaged. For non-defective returns, customers pay freight; original freight, delivery and assembly are non-refundable; actual outbound free-shipping cost and reasonable processing deductions may apply.
Filters and consumables – 14 days if unopened
Filters, liners, cleaning supplies, disposable pads, grooming heads, cartridges, adhesive products and other sanitary/consumable components must be unused and unopened for change-of-mind returns. Defective, damaged, contaminated-on-arrival, incorrect or incomplete items remain reviewable.
Final sale and customized items
Clearly marked Final Sale, personalized/customized products, promotional gifts and free items are not eligible for change-of-mind returns, but damage, material defects, incorrect items and non-waivable legal rights remain covered.
No return-shipping charge, cleaning fee or restocking fee applies to a verified defect, shipping damage, incorrect product, missing essential component, verified safety issue or another FuzzPups error.
3. Eligible reasons for return or exchange
Reasons may include change of mind; wrong size, color, style or model; preference; incorrect product; missing component; shipping damage; manufacturing defect; failure to operate as described; or a verified safety concern.
A pet’s unwillingness to use, enter, wear, drink from, eat from, sleep in or interact with a product is not by itself a manufacturing defect. It may still qualify under the applicable change-of-mind rules.
4. Product condition and damage classification
| Level | Classification | Examples | Potential remedy |
|---|---|---|---|
| 1 | Packaging-only | Outer carton marks without product impact | Replacement packaging, courtesy credit or no additional remedy. |
| 2 | Minor cosmetic | Small scratch or color variation without safety/function impact | Partial refund, credit, cosmetic part, exchange or return. |
| 3 | Replaceable-part | Lid, tray, cable, adapter, pump, buckle, strap, cover or missing accessory | Troubleshooting, part, repair or exchange. |
| 4 | Major functional | Cannot power on or perform its primary function | Repair, replacement, equivalent product, accepted credit or refund. |
| 5 | Safety-related | Smoke, sparks, overheating, wiring, swelling, leakage or trapping risk | Stop use; approved return, replacement, refund, disposal instructions or regulatory action. |
For a verified safety issue, FuzzPups may give safety instructions, arrange an approved return, request evidence, authorize safe disposal, replace, refund or take another action reasonably required for safety or regulatory compliance. No return shipping or restocking fee applies.
5. Shipping damage, incorrect items and missing components
Report these issues within 7 calendar days after delivery whenever reasonably possible. Provide the order number; shipping-label, carton and internal-packaging photos; product photos/video; and a list of missing or incorrect items. Keep the product and packaging until released by FuzzPups.
Reporting after seven days may make a carrier claim more difficult but does not automatically eliminate warranty or legal rights.
6. Items not eligible for change-of-mind returns
A change-of-mind return may be rejected if outside the window; purchased from an unauthorized seller; excessively or improperly used; washed, altered, modified or repaired; missing essential parts; missing/altered serial number; unsafely contaminated; chewed, scratched, torn, cut, crushed, burned or dropped; used contrary to instructions; sent without authorization; opened/used consumable; unsafe to clean or inspect; unreasonable to recover; or clearly marked Final Sale.
Missing original packaging does not automatically void a valid warranty claim, but an approved return must be safely packaged.
7. How to request return, exchange or warranty service
Email support@fuzzpups.com or use the Contact page. Support hours are 8:00 AM–7:00 PM MDT every day.
Include name, order number, product/model, serial number when applicable, reason, issue date, clear photos/video and requested remedy. Smart/electrical cases may require error codes, app screenshots, device/firmware information, troubleshooting or a malfunction video.
Approved returns receive an RMA and instructions. Ship generally within 10 calendar days after RMA issue. Do not send a product to the original shipping-label or general business address unless FuzzPups confirms the correct return location.
8. Return shipping responsibility
FuzzPups pays reasonable standard return shipping when
There is a verified manufacturing defect, shipping damage, incorrect item, missing essential component, verified safety issue, approved warranty service or confirmed FuzzPups error. We may provide a label, arrange collection, send a part, authorize disposal or provide other instructions.
The customer pays when
The reason is change of mind, wrong size/color/style/model, pet disinterest, no longer needed, ordering mistake, lower price elsewhere, personal preference, or an opened/used product without verified defect. Original and expedited shipping, handling and return costs are generally non-refundable. Use trackable shipping and secure packaging.
9. Inspection, cleaning, sanitation and restocking deductions
Returns are inspected before refund, exchange or credit. Where permitted, deductions may cover cleaning, sanitation, odor/hair removal, functional testing, data removal/factory reset, assembly, packaging, restocking, missing items, customer-caused repair, contaminated-part replacement, unsafe disposal, reduced resale value, actual outbound free shipping and directly caused processing costs.
Standard deductions for opened/used non-defective products may total up to 15%. Additional deductions may apply for missing parts, customer/pet damage, specialized cleaning, replaced components, extensive labor or substantial loss of value. If recovery costs equal or exceed refundable value, the return may be rejected or reduced where permitted.
No such deductions apply to verified defects, shipping damage, incorrect items, missing essential components, verified safety issues or FuzzPups errors. If the received condition is materially worse than described, FuzzPups will notify the customer before reducing, rejecting, returning or otherwise resolving it.
10. Refunds
FuzzPups generally inspects within 5 business days after receipt. Approved refunds go to the original payment method, normally within 5–10 business days after inspection; financial institutions may need more time.
Refunds may include product price and applicable sales tax, less disclosed/permitted deductions. Original shipping is refundable for verified defect, shipping damage, incorrect item, missing essential component or FuzzPups error. Gift returns may be store credit unless law requires otherwise.
11. Exchanges
Exchanges depend on availability. If unavailable, the customer may select another product, accepted store credit, refund or another resolution. The customer pays a higher-price difference; a lower-price difference is refunded or credited.
Warranty replacements are covered for the longer of the remaining original warranty or 90 calendar days after replacement delivery.
12. FuzzPups One-Year Limited Warranty
This Limited Warranty applies to eligible FuzzPups-branded smart/electrical products identified as covered on the product page, packaging or manual. It lasts one year from original delivery for the original end-user purchaser with valid proof of purchase.
Coverage
Under normal household use and instructions, covered products are warranted against defects in materials/workmanship involving electrical components, motors, pumps, sensors, control boards, displays, charging systems, supplied adapters, essential mechanical components and components required for the primary advertised function.
Remedies
FuzzPups may troubleshoot, provide a component, repair, replace with a new/professionally inspected equivalent or comparable model, or issue a full/partial refund when repair/replacement is not reasonably available. Covered parts/labor and reasonable approved U.S. standard shipping are provided without charge.
Exclusions
Normal wear; battery capacity reduction; filters/liners/bags/pads/brushes/blades/consumables; non-functional cosmetic damage; pet damage; accidents; fire/flood; misuse/neglect/storage; improper assembly/cleaning/maintenance; contrary use; wrong voltage/charger; surge; water exposure beyond rating; missing maintenance; unapproved commercial use; theft/loss; pests/mold/environmental contamination; internet/Wi-Fi/device/cloud/third-party interruption; material modifications; altered serials; or damage actually caused by unauthorized parts/repairs/service.
A third-party part or repair does not automatically void the entire warranty, but damage actually caused by it is not covered. Required maintenance remains the customer’s responsibility. FuzzPups may require proof, serial, evidence, troubleshooting, return, component return or safe-disposal confirmation. No paid service is performed without approval.
13. Non-electrical product defects
Non-electrical products use the 14-day return/exchange period, not the separate one-year warranty. Defects may include broken delivery-time buckle/clasp/zipper/seam/joint/structure, missing parts, incorrect manufacturing assembly, early material separation or material difference from description.
Defects do not include wear, pet behavior, incorrect sizing, exceeding limits, improper installation/washing, unsuitable outdoor exposure, misuse, accidents, neglect, storage or pet unwillingness. Verified defects may receive guidance, part, exchange, replacement, accepted credit or refund without return-shipping, cleaning, inspection or restocking fees.
14. Troubleshooting, repairs and replacement parts
FuzzPups may use staged resolution: reasonable remote setup/reset/cleaning/connectivity diagnostics; a pump, adapter, cable, lid, tray, sensor cover, strap, buckle or other replacement component; then repair/full replacement for core, structural, safety or unresolved issues.
Contact FuzzPups before opening or repairing. Damage actually caused by improper repair, modification or incompatible parts is not covered, but using any third-party service does not automatically void all coverage.
15. Implied warranties and state rights
To the extent permitted by law, implied warranties, including merchantability and fitness for a particular purpose, are limited to the applicable written Limited Warranty duration. Some states do not allow that limitation. This policy gives specific rights, and customers may have other state rights. Nothing limits rights that cannot legally be waived.
16. Limitation of liability
To the maximum extent permitted by law, FuzzPups is not liable for indirect, incidental, special, exemplary or consequential damages, including data/use/income loss, substitute costs or damage not directly caused by a covered defect. Product-related liability will not exceed the amount paid for that product unless law requires more.
Some states do not allow certain exclusions. Nothing excludes fraud, willful misconduct or non-waivable liability.
17. Account and personal data
Before returning a smart product, disconnect accounts, remove Wi-Fi credentials, factory reset, remove memory cards/storage and back up desired information. FuzzPups is not responsible for information left on a returned product except as required by privacy law.
18. Return abuse and fraud
FuzzPups may refuse change-of-mind privileges for fraud, falsified claims, repeated excessive returns, substitution, empty boxes, altered serials, deliberate damage or abuse. This does not limit valid defects, warranty rights or protected legal rights.
19. Policy changes
The version in effect on the original order date generally applies unless a later version is more favorable or law requires a change.
20. Contact information
Customer care: FuzzPups Customer Care
Email: support@fuzzpups.com
Support page: fuzzpups.com/contact
Business hours: 8:00 AM–7:00 PM MDT every day
The correct return address is supplied only with an approved RMA. Do not mail a return to a general business address unless FuzzPups provides written authorization.