Refund policy

Effective Date: 19/03/2025

At Cushy Pups, we want you to love your custom-made items. If you are not 100% satisfied with your purchase, we offer a hassle-free return and refund policy. Below, you will find details about our return process, eligibility, and how to request a refund or exchange.

Returns & Exchanges

Eligibility for Returns

We accept returns and exchanges under the following conditions:

✅ Non-Customized Items: If you purchased a non-personalized item, you may return it for a full refund or exchange within 30 days of delivery. The item must be unused, in its original condition, and in the original packaging.

✅ Custom-Made & Personalized Items: Since our custom pet pillows, personalized jewelry, and other made-to-order items are uniquely crafted for you, they are final sale and cannot be returned or exchanged unless:

  • The item arrives damaged or defective.
  • The order received is incorrect (wrong product, size, or personalization).

If you have any concerns about the quality of your custom item, please contact us at sales@cushypups.com, and we will work with you to resolve the issue.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please email us within 7 days of delivery at sales@cushypups.com with:

  1. Your order number.
  2. A clear photo of the item showing the issue.
  3. A photo of the shipping label and packaging (if applicable).

We will assess the issue and offer a free replacement or full refund, depending on your preference.

Refund Process

  • Once we receive your return and confirm its eligibility, we will process your refund within 7 business days.
  • Refunds will be issued to the original payment method used at checkout.
  • If the original payment method is unavailable, store credit will be provided.
  • Depending on your bank, the refund may take 3–10 business days to appear in your account.

Note: If returning a non-custom item, the customer is responsible for return shipping costs unless the item is defective or incorrect.

Cancellations & Order Modifications

  • Cancellations: You may cancel an order within 24 hours of purchase for a full refund. After 24 hours, your order enters production, and cancellations may not be possible.
  • Changes to Personalization: If you need to modify a custom order, contact us within 24 hours at sales@cushypups.com. We will do our best to accommodate changes, but we cannot guarantee modifications once production has started.

Exceptions & Non-Returnable Items

The following items cannot be returned or refunded:
🚫 Custom-made and personalized products (except in cases of damage or incorrect items).
🚫 Gift cards.
🚫 Items marked as final sale or clearance at the time of purchase.

How to Initiate a Return

  1. Email us at sales@cushypups.com with your order number and reason for return.
  2. If eligible, we will provide a return shipping label (for defective/incorrect items) or return instructions.
  3. Once we receive the returned item, we will process your refund or exchange within 7 business days.

Need Help? Contact Us

📧 Email: sales@cushypups.com
📞 Phone: +1 717 444 8373
📍 Business Address: 405 W Works St, Sheridan, WY 82801, United States

We appreciate your support and are here to ensure you have a smooth shopping experience!