We want you to be thrilled with your SubiePups product and we stand behind the quality of every item we make. If something does not meet your expectations or if you need to exchange it for a different size or style, please contact us so we can make it right.
How do I report a problem with my order?
Write up your problem in detail, with your order number, and upload relevant photos to email@example.com. We often times require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.
Confirm your correct shipping address.
Get in touch with your local post office to try locate the lost order.
Keep in mind that if tracking information states an order was delivered but you still have not received it, SubiePups would not cover the cost of reshipping the order. This only applies if the tracking details state that a delivery was made to the recipient's address.
What if the recipient's address was wrong?
If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address. We'll contact you for an updated address.
If the package was not returned to sender, then we would have to process a new order to replace the original at your expense.
What happens if my package isn't delivered, but the tracking states that it did?
SubiePups will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, SubiePups would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient's address.
In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."
If you are unable to locate the package, we will need to place a new order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
How long do I have to submit a claim for a return/exchange?
We accept returns of all new, unused, unworn, and unwashed items within 30 days of purchase. Items sent back with any stains, or signs of use, will not be accepted for exchange.
Orders returned after 30 days will be issued store credit. No returns on items after 90 days. No return on holiday apparel after the holiday. Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product is received. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date.
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to firstname.lastname@example.org, then we'll gladly send a replacement at no cost to you.
How are returns handled differently when comparing quality concerns or customer changing their minds?
Any returns or problems that occur because of an error on our part will be handled at our expense.
If you would like to exchange or return a product without any defect or due to a wrong size being ordered,
You must cover the expense of shipping the item back to our facilities and 15% restocking fee would be handled at your expense by placing a new order.
If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 30 days.
What should be included in my return?
Return items with a copy of your packaging slip and the exchange instructions. Once received, the replacement generally ships the next business day.
All items must be new, unused, unworn, and unwashed. Items sent back with any stains, or signs of use, will not be accepted for exchange.
Customers are responsible for paying return and exchange shipping costs unless it is the result of our mistake, in which case we will provide a return label. We cannot be held responsible for items lost or damaged during return shipment, so we recommend you use an insured and trackable mail service when mailing your return.