Shipping & Returns

Shipping Information

We will do all we can to ensure that your order is received as quickly as possible for your special pups. 

We aim to have your package arrive within 5 - 8 business days.  However, many of our products (including collars, leashes and harnesses) are made with love and care in Europe; therefore, such international shipments could take up to 2 - 3 weeks to arrive. 

Please note that Puppy Mama is not responsible for delays due to the following: a) goods held in customs, b) public holidays or weekends, c) strikes or other industrial action and/or d) extreme weather conditions.

Return Policy

If you would like to return or exchange any of your purchased items, please do the following:

  1. Contact us at woof@puppymama.com within 14 days after your package(s) arrived 
  2. We will send you shipping instructions (return shipping is at customer expense)
  3. Ship the items within 14 days of shipment arrival to the address the Puppy Mama team provides you. Include a copy of your receipt in the package 

To be eligible for a return, your item must be unused and in the original packaging. 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will be applied to your credit card or original method of payment, within a certain amount of days. Late or missing refunds (if applicable). If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.Next contact your bank. 

There is often some processing time before a refund is posted.If you’ve done all of this and you still have not received your refund yet, please contact us at woof@puppymama.com.

Personalized products: Please note that personalized products are not returnable due to their embroidered and/or embossed personalization.  Therefore, please ensure that instructions regarding words and spelling are accurate before submitting your order.


Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he/she will find out about your return.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $50, we recommend using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.