We have a 14-day return policy, which means you have 14 days after receiving your item to request a return and postmark it.

To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. Please note that the shoes must not be worn (no marks on soles or damage to mesh), be free of dirt, hair, etc., and be unwashed. We recommend trying the shoes on in your home to make sure they are the correct size before going on your first outdoor walk. 

To start a return, you can contact us at info@airpup.com. If your return is accepted, we will provide you with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that the customer is responsible for the shipping cost of returning or exchanging an item back to us. Shipping costs incurred during initial checkout and return are not refundable.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Items purchased in-store must be returned or exchanged in-store. 

Exchanges are handled the same way as a return. The customer must contact us within 14 days of receiving the product. The customer is responsible for the shipping cost of the return. Air Pup will cover the cost of sending out the replacement product to all contiguous US customers. Unfortunately we cannot process exchanges for non-contiguous US and Canada orders at this time. 

If we are out of stock of the item that you wish to exchange, your exchange will be processed as a refund. 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Air Pup is not responsible for items that are lost in the mail while being shipped back to us. We recommend you receive a tracking number when dropping off your return or exchange.