Returns & exchanges

60 days to change your mind

Buy the PupTub, use it on a real, wet, unimpressed dog, and decide afterwards. If it is not for you, send it back.

Last updated 23 August 2026

1The 60-day test run

You have 60 days from the day your order arrives to return it for a full refund of the product price. Not 60 days from purchase — 60 days from the moment it lands on your doorstep.

No questions asked. You do not have to explain yourself, photograph anything, or convince us the dog hated it.

  • Return shipping is paid by you.
  • Original shipping fees are not refunded, even when shipping was free at checkout.
  • Both of those are waived if the return is our fault — wrong item, wrong colour, or a defect.
Used is fine. A hammock that has been through a few baths is exactly what we expected you to send back. Please rinse and dry it first.

2How to start a return

1

Email us

Write to support@puptub.shop with your order number. One line is enough.

2

Send it back

We reply within 24 hours with the return address and instructions. Use any carrier you like and keep the tracking number.

3

Get your money

Once it reaches us, your refund goes back to the original payment method within 5–7 business days. Your bank may take a few days more to show it.

3Colour exchanges

The PupTub comes in one size, so there is nothing to measure and nothing to get wrong. What people do change their mind about is the colour.

If you ordered Peony and wanted Sky, or Pebble instead of either, email us within 60 days of delivery. We ship the replacement as soon as you tell us, without waiting for the first one to travel back.

One free colour exchange per order. After that, a return and a fresh order is the simpler route.

4Wrong item or a defect

If we got it wrong, fixing it costs you nothing and there is no return to organise.

  • Wrong item or colour. Tell us and we send the right one. Keep the wrong one or pass it to a friend with a dog — we will not ask for it back.
  • Damaged or defective. Send one photo of the problem. We replace it. No return shipment, no forms.
  • Damaged in transit. Same as above. Photograph the parcel too if you still have it.

5Cancelling an order

Orders can be cancelled within 6 hours of being placed. After that they are already with the warehouse and moving, and we cannot pull them back.

If your 6 hours have passed, do not worry — take delivery and use the 60-day return instead. You end up in the same place.

6Lost or stolen parcels

If tracking says delivered and the parcel is not there, or it stops moving for more than 30 days, email us. We open a case with the carrier and, if it does not turn up, we reship at our cost.

You are never left paying for a parcel you did not receive.

7What we cannot refund

  • Returns started more than 60 days after delivery.
  • Original shipping fees, unless the mistake was ours.
  • Items lost on the way back to us when no tracking was used — please keep the receipt.

Still not sure?

Ask before you buy rather than after. We answer every message within 24 hours, and we will tell you honestly if the PupTub is wrong for your dog.

support@puptub.shop