Refund policy

Refund & Return Policy

Last Updated: September 2026

At Puphubstore, we stand behind the craftsmanship and quality of our pet care essentials. We want you and your furry companions to feel completely confident with every order. If something isn't quite right, our straightforward 30-day return policy is designed to keep your experience stress-free.

1. 30-Day Peace-of-Mind Guarantee

You have 30 calendar days from the date your tracking number confirms delivery to request a return or exchange. If 30 days have elapsed since delivery, we unfortunately cannot offer a standard refund or replacement.

2. Return Eligibility Criteria

To qualify for a successful return and refund:

  • The item must be in clean, functional, and resalable condition.

  • All original components, accessories, charging cables, manuals, and manufacturer packaging must be included.

  • Proof of purchase (your Shopify order number or confirmation email receipt) is required.

Note for hygiene: We understand you may gently test our products to assess size and operation with your pet. However, items returned excessively soiled, damaged by improper pet chewing, or missing modular parts cannot receive a full refund.

3. How to Start a Return

Returning an item takes only three simple steps:

  • Step 1 — Submit Request: Email our care team at support@puphubstore.com with the subject line "Return Request - Order #[YourOrderNumber]". Please include a brief reason for your return.

  • Step 2 — Receive Return Instructions: Our team will review your request within 24–48 hours and provide you with our verified return authorization and mailing instructions.

  • Step 3 — Ship Your Package: Safely pack the product in its original box and drop it off with the designated carrier.

Authorized Return Hub:

AXIS PRIME LLC

169 Madison Ave STE 11534 Unit 405

New York, NY 10016

United States

Please do not send packages back without first contacting us. Unsolicited returns without an authorized order reference cannot be tracked or processed.

4. Damaged, Defective, or Incorrect Deliveries

Please inspect your package upon doorstep arrival.

  • If your product arrives damaged in transit, mechanically defective, or you receive the incorrect item, notify us within 48 hours of delivery at support@puphubstore.com.

  • Include your order number along with clear photos or a short video showing the issue.

  • Zero Cost Replacement: For verified manufacturing defects, transit damage, or shipping errors, we will immediately provide a prepaid return label and dispatch a replacement unit at zero additional charge, or issue a 100% full refund.

(If you purchased our $2.49 Insured Priority Dispatch & Damage Protection at checkout, your replacement is dispatched immediately with expedited priority processing).

5. Return Shipping Costs & Fees

  • Defective, Damaged, or Incorrect Items: 100% free return shipping. We provide a prepaid shipping label.

  • Buyer Preference / Change of Mind: If you decide the product is not right for your pet or lifestyle, the customer is responsible for the return postage cost. We do not charge restocking fees or handling penalties.

6. Non-Returnable Items

To maintain pet health and safety standards across our warehouse, the following items are strictly non-returnable:

  • Digital gift cards.

  • Perishable consumable goods (such as pet food, supplements, or single-use treats) once the seal has been opened.

  • Products showing extensive pet damage, bite marks, or wear beyond basic product testing.

7. Exchanges

The most efficient way to exchange a product (e.g., opting for an alternative pet care model or bundle) is to complete a return for your original purchase. Once your return is accepted, place a new order on our store to ensure immediate fulfillment.

8. Refund Processing & Timelines

  • Inspection: Once your return arrives at our New York facility, our quality team inspects the package within 2 to 3 business days.

  • Approval & Payout: Following approval, your refund will be initiated immediately to your original payment method (credit card, debit card, or PayPal).

  • Bank Posting Window: Most financial institutions take 5 to 10 business days to clear and credit the funds back to your statement.

  • If more than 15 business days have passed since your return approval confirmation without receiving your funds, contact us at support@puphubstore.com.

9. Customer Support & Entity Details

  • Brand Name: Puphubstore

  • Operating Entity: AXIS PRIME LLC

  • Business Address: 169 Madison Ave STE 11534 Unit 405, New York, NY 10016, USA

  • Inquiries & Claims: support@puphubstore.com

  • Operating Hours: Monday – Friday | 9:00 AM – 6:00 PM (EST)