Refund policy

At Puptides, we want you and your pup to be completely happy with every order. Every purchase is backed by our 60-Day Happiness Guarantee — this policy explains exactly how returns, refunds, and exchanges work.

Our 60-Day Happiness Guarantee

We're confident your dog will love Tide Complete™ — and that you'll notice the difference. If you're not satisfied for any reason, contact us within 60 calendar days of the date your order was delivered and we'll refund your purchase in full to your original payment method. The guarantee applies even if the product has been opened or used — real results take consistent use, so we'd never ask you to judge an unopened jar.

To keep the guarantee fair for everyone, it applies to one order per customer/household. Requests made more than 60 days after delivery are not eligible.

How to Claim a Refund or Start a Return

  1. Email us at hello@joinpuptides.com within 60 days of delivery with your order number and a quick note on why it didn't work out.
  2. Our team will respond within 1–2 business days. In most cases we won't ask you to ship anything back — if a return is needed (for example, unopened multi-jar orders), we'll send you the return address and instructions.
  3. If you do ship items back, we recommend a tracked shipping service, as we cannot guarantee receipt of untracked returns.

Please contact us before sending anything back — returns sent without prior approval may not be accepted.

Order Cancellations

Need to cancel? Contact us at hello@joinpuptides.com as soon as possible after placing your order. If your order has not yet shipped, we will cancel it and issue a full refund. Once an order has shipped, it can no longer be cancelled, but it remains fully covered by the 60-Day Happiness Guarantee above.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or if you received the wrong item, please contact us within 7 days of delivery at hello@joinpuptides.com with your order number and photos of the item and packaging. We will make it right with a free replacement or a full refund — no need to return the damaged item unless we ask.

Non-Refundable Items

  • Orders beyond one guarantee claim per customer/household (additional unopened items may still be returned — contact us).
  • Items marked as final sale.
  • Gift cards.

Return Shipping Costs

If we ask you to return an item, return shipping costs are the responsibility of the customer, except when the return is due to our error (damaged, defective, or incorrect items), in which case we will cover the cost. Original shipping charges are non-refundable unless the return is due to our error.

Refund Processing

Once your refund is approved (and any requested return is received), we will confirm by email. Approved refunds are issued to your original payment method within 5–10 business days. Please note that your bank or credit card company may require additional time to post the refund to your account. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at hello@joinpuptides.com.

Exchanges

We do not offer direct exchanges. If you would like a different item, request a refund under this policy and place a new order for the item you want.

Subscriptions

You can pause, skip, or cancel a subscription at any time from your account, or by emailing us. Each delivered subscription order is covered by the 60-Day Happiness Guarantee from its own delivery date. See our Cancellation policy for full subscription terms.

Contact Us

If you have any questions about this policy or your return, we're happy to help:

Email: hello@joinpuptides.com
Puptides
30 N Gould St, Sheridan, WY 82801, United States