We have an incredible update from management and the customer support team! For the last month, we’ve been keeping track of your input on social media and emails and are taking the first step to level up our support processes.
Up until today, all of our returns and exchanges had to go through our email system meaning our wonderful customers had to email us in order to set the course of the return or exchange to happen.
THE NEW PROCESS
Customers who wish to make a return or exchange can visit this link and fill out the short form with your order number. Once submitted, a printing label will be provided for you to ship the item back. Once received by The Pug Life Harness, please allow 3-5 business days for your refund to be processed or exchange to be issued.
How much will shipping the return/exchange cost?
Your refund will be credited to the payment method used to place the order and will exclude:
- $7.95 + tax for your return
- The initial delivery cost
Exchanges are always free!
Will you still return emails?
Our support staff will continue manning the email support system. As we have faced some occasions with system issues bouncing back emails, we’re working on transitioning to a new support system so we can better assist you.
We are so excited to introduce this new process to The Pug Life Harness and hope you find it to be effective in suiting your needs.
For all other questions, please view the FAQ page and reach out to us on Instagram or through the contact form on our main page.