Return & Warranty Policy
Last Updated: 4/24/26
At Puppy Safe®, we stand behind the quality of our products and want every customer to have a positive experience. Please review our return, damage, and warranty policies below.
All Sales Final — Neonatal & Specialty Equipment
Due to the nature of neonatal, veterinary, sanitary, and specialty-use medical equipment, all sales are final on the following product categories:
• Incubators (all types, including portable) • Oxygen concentrators • Nebulizers • Suction devices • Heating and humidity equipment • Feeding tubes and tubing • Opened sanitary items
These items cannot be returned, refunded, or exchanged. This policy exists to maintain the safety, hygiene, and integrity of equipment used in critical animal care.
Eligible Returns
For non-medical, non-specialty items, you may request a return within 10 days of receiving your order, provided:
• The item is unused, unopened, and in its original packaging • All security stickers, tags, and seals are intact • You have your receipt or proof of purchase
To start a return, contact us at puppysafeshop@gmail.com or call/text 706-393-0931. Do not ship items back without first receiving return authorization — items sent back without approval will not be accepted.
Sale items and gift cards are not eligible for return or exchange.
Return Shipping
• For defective, damaged, or incorrect items — Puppy Safe® will cover return shipping costs • For voluntary returns of eligible items — return shipping is the customer's responsibility
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved. Approved refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to process the refund.
Damaged Shipments
If your package arrives damaged, please contact us immediately — ideally within 48 hours of delivery.
To help us file a carrier claim quickly, please provide clear photos of:
Please inspect your shipments promptly upon arrival. We will assist you with filing a carrier claim when applicable.
📞 Call or Text: 706-393-0931 📧 Email: puppysafeshop@gmail.com
Incorrect or Defective Products
If you receive the wrong item or a product that is defective, please contact us within 48 hours of delivery. We will evaluate the issue and work to make it right as quickly as possible.
Refused & Undeliverable Shipments
If a shipment is refused at delivery or returned to us as undeliverable, the customer may be subject to freight charges, return shipping costs, and any applicable fees.
Signature on Delivery
You may request signature confirmation at delivery for an additional fee. Puppy Safe® is not responsible for packages reported as lost or stolen if signature confirmation was not requested by the customer.
Cancellations
If you need to cancel an order, please contact us as soon as possible. Orders that have not yet been packed or shipped can typically be cancelled. Once an order has shipped, it cannot be cancelled — you would need to follow the return process above (if the item is eligible).
Product Warranty & Defects
If a product arrives with a verified manufacturer defect, please contact us promptly. Depending on the situation, we may:
• Troubleshoot the issue with you • Provide replacement parts • Repair the product • Replace the product • Provide another reasonable solution
Warranty does NOT cover damage caused by:
• Misuse or improper operation • Improper setup or installation • Neglect or failure to maintain equipment • Unauthorized modification or repair • Power surges or electrical issues • Water damage • Failure to follow included instructions
Exchanges
For eligible items, the fastest way to get what you need is to return the original item (following the process above) and place a separate order for the new item.
Contact Our Returns Team
📞 Call or Text: 706-393-0931 📧 Email: puppysafeshop@gmail.com