Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. If claims are made after 30 days from the receipt of the order, we can't offer you a refund or exchange. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
Quality issues- If you notice an issue on the products or anything else on the order, please submit a problem report here. Make sure to include order number, description of the problem and attach any relevant photos to illustrate the problem as well. Once the report is submitted, our customer support team will get in touch to help as soon as possible.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment.
Returns (if applicable) - To be eligible for returns, the product must be unused and in the same condition that you received it. Please do not send the products back to the address on the shipping label.
We advise you to contact us at firstname.lastname@example.org or 360-222-PUGS prior to returning any products. Our customer support team may request information such as the order number, receipt date, issues with the product, and reason for returning. Alternatively, you may choose to fill out the return form at the bottom of this page.
You will be responsible for paying the shipping costs associated with the return of your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
We ship worldwide from the US and Europe. The time it may take for your exchanged product to reach you may vary depending on where your order is being shipped and where the product is made. Alternatively, you may also choose to fill out the return form at the bottom of this page.
Exchanges (if applicable)- We strongly urge to view sizing guides for our products to avoid any returns related to size exchanges. We will gladly do an exchange if something doesn't fit right. Please contact us and our customer support team will assist you with the process. For exchanges, we will take care of the shipping charges the second time around.
Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, therefore Pug Rack reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.