Shipping & Returns Policy
Shipping
The V.I.PUP collection currently offers standard shipping and will be applied upon purchase. Credit card authorizations and address verification must be received prior to shipping any order. Please note that credit card authorizations can take up to 24 hours. Once your order is placed, please give us 1-2 business days to process your order. Once your order has been processed, The V.I.PUP Collection will create a shipping label and send your order out for shipping. When your packaged has shipped, we will send the tracking information to the email provided at check out. Please be mindful that packages could take longer during the holidays and around COVID-19 delays.
Lost Orders & Orders in Transit:
You may track your order using the tracking number provided during shipping. If your order has shipped and not arrived in the expected time frame, please allow an additional 1-2 business days for Holiday and COVID-19 related delays. If your product exceeds the time frame, please reach out to us using the contact form below and reference your order number. We will do our best to resolve!
The V.I.PUP Collection is not responsible for, nor issue refunds or credits for packages once fulfilled and shipped, marked delivered, item(s) lost, wrong address, or stuck in transit.
Incorrect Address:
Please contact us as soon as possible with your order number so that we can update your address if you suspect the wrong address has been entered. If your package ships before we receive an updated address from you, please reach out to the carrier immediately with your tracking number to resolve.
If the package is returned to The V.I.PUP Collection, we will resend to the correct address at the customer’s expense.
Returns:
The V.I.PUP Collection has a 14- day return policy. You will have 14-days of the original shipment date to request a return. For return eligibility the item or items must be in its “original” condition, unused without any wear and tear and original packaging. Unfortunately, we cannot accept returns after the 14-day period. We cannot refund if your return does not meet the “original” condition requirements.
Requesting a Return:
To request a return please contact us within the 14-day period through the contact form to start the return process.
Returning your item(s):
Please return the item(s) and packaging together with tags and the original receipt (or a copy of the receipt if returning one item out of several that were purchased on the same order). The cost of returning the item is the responsibility of the customer and your responsibility until it is received.
Once we have received your return item(s), you will receive an email from The V.I.PUP Collection. If your return is eligible, we will issue a refund to the original payment method used to purchase the product. Please allow 3-5 day for your bank or credit card company to process and post the refund.
Damaged Items:
The V.I.PUP Collection materials have been carefully chosen for longevity, durability and to withstand normal wear from your pup. If you believe your item is faulty, defective, or damaged, please contact us immediately within 14 days of the original shipment. We will gladly investigate and provide a full return or exchange.
Non-Returnable Items:
Please note that merchandise that has been altered, damaged, sale items, markdown items, final sale, The V.I.PUP Collection Treats, and The V.I.PUP Collection Luxe Doggy Waste Bags are non-returnable.