RETURNS & EXCHANGES

We want you and your pup to love your Air Pups! If for any reason you’re not fully satisfied, we’re happy to accept returns and exchanges under the guidelines below.

1. Eligibility

• Returns and exchanges must be requested within 14 days of delivery
• Items must be unworn and free of dirt, pet hair, scuffs, or marks on the soles.
• Shoes must be returned in their original packaging.
• We understand shoes need to be tried on for fit. Please try them indoors only before your pup’s first outdoor walk to ensure they remain eligible.
• Any items that have been worn outside or show signs of wear will not be accepted.

2. Exchanges

• To request an exchange for a different size, email info@airpup.com within 14 days of delivery.
• Customers are responsible for shipping the original item back to Air Pup.
• Once received and inspected, Air Pup will cover shipping the new size to you.
• Exchanges are available for U.S. customers only.
• International customers should return their order for a refund and place a new order.

3. Returns

• To request a return, email info@airpup.com within 14 days of delivery to receive return instructions.
• Customers are responsible for return shipping costs.
• Air Pup is not responsible for items lost during return shipping. We strongly recommend using a tracked shipping method.
• Once the item is received and inspected, your refund will be issued to the original payment method.

4. Damages or Issues

• Please contact us immediately if your order arrives damaged or defective.
• Claims made after the 14-day return window may not be eligible for a refund, replacement, or exchange.
• If Route Package Protection was purchased, claims for lost, stolen, or damaged packages must be submitted through Route.
• Route Package Protection is only available when checking out directly on our website. Third-party apps (such as Shop) do not support Route coverage.

5. Important Notes

• Shipping fees and Route Package Protection are non-refundable.
• Returns or exchanges must be approved via email before shipping back.
• Please package returns securely to prevent damage in transit.

6. Shipping Insurance (Route)

• Route Shipping Protection is offered at checkout on every order. You must opt out manually if you do not wish to purchase coverage.
• Route protects against loss, damage, or porch theft.
• Route Package Protection is non-refundable, even if an order is returned or canceled.
• If Route is not purchased, Air Pup is not responsible for lost, stolen, or damaged packages, and claims must be filed directly with the shipping carrier.

7. International Orders

• International customers are responsible for all shipping costs, customs duties, taxes, and import fees associated with their order.
• Duties, VAT, and import taxes are typically included with the purchase of the shipping label at checkout. In some cases, additional fees may be collected directly by the carrier or local customs authority upon delivery.
• Returns for international orders must be requested within 14 days of delivery.
• Exchanges are not available for international orders. If a different size is needed, the item must be returned for a refund and a new order placed.
• Customers are responsible for return shipping costs on all international returns.
• Original shipping fees are non-refundable.
• Any taxes collected at checkout by Shopify will be refunded if the item is returned.
• Duties, VAT, or import taxes paid directly to the carrier or local customs authority upon delivery are non-refundable.
• Air Pup is not responsible for packages that are delayed, lost, or held by customs.

To initiate a return or exchange, or if you have any questions, please contact us at info@airpup.com