Return & Exchange Policy


1. How do I qualify for a return?

We are happy to accommodate returns within 30 days on all sets that have not been opened, worn, or tampered with.

We accept returns with free return shipping under these conditions:

  • Received a damaged item
  • Received your product beyond the promised shipping time (over 15 days since order)
  • The product wasn't received as described

For any reasons other than the ones mentioned above, we are not responsible for the cost of return shipping.

2.What's the process?

Please e-mail us at and let us know your order number (i.e #111111).

We will then provide you with instructions and a return address to ship your set back. Here is our domestic return address:

40 Exchange Pl #1606, New York, NY 10005

All returned items will be inspected to see if you qualify for a refund, as opened merchandise will not be refunded. Note: we highly recommend to ship your set via a traceable shipping option, as that can greatly expedite the process.

3. How do I receive my refund?

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 automatically be applied to your credit card or original method of payment, within a certain amount of days.

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



1. Can I exchange my order?

Yes! We are happy to accept your set back for an exchange within 30 days since you made your purchase, as long as it has not been opened, worn, or tampered with. You may take out the tester weft to check the color and quality, but the main compartment must remain sealed in order for the set to be exchangeable.

2. Do I have to pay for shipping if I'm exchanging products?

Yes, you are responsible for all exchange shipping costs. We recommend that you send your set back with a tracking option, because PUPPYOO will not be responsible for lost packages. Note: please indicate "RETURN, NO DUTIES" on the package, otherwise the package may be returned to you.

3. When will I receive my exchanged goods?

We will send you the exchanged goods as soon as we have received, inspected and confirmed that they were not opened. All customers must contact us after sending the package back and provide us with the tracking information of the set being sent back, in order for us to place the order for your exchange. It takes 1-2 business days to process all orders from the moment we place it in our system. Orders take 5-7 business days to be delivered with standard free shipping.

4. Why are Puppyoo products non-exchangeable if opened?

Puppyoo vacuum cleaners are considered a hygienic product. We take matters of hygiene and public safety VERY seriously and do not allow opened items to be returned or exchanged for the safety of all our customers. We are not alone - other vacuum cleaners do not allow returns or exchanges of opened items for the same reasons.