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return policy
return & exchange policy

The Miso Pup Return Policy is Simple: If You (and your Pup) aren’t 100% Happy, then We aren’t Happy.

We offer a 30-day return policy, commencing from the date you receive your order, on all unused merchandise purchased through our website, www.misopup.com  Any items purchased from retail stores and other online retailers must be returned to the original place of purchase

Only unused merchandise, with original tags and packaging, may be returned for a full refund or exchange within 30 days from the ship date, less the shipping cost. A 15% restocking fee will be applied on all returned merchandise that are not packaged in the original packaging or are missing tags or accessories. *All exchanges for international orders will be charged an international shipping fee based on the items exchanged.

Due to health regulations, used merchandise cannot be returned, as the product cannot be resold. If there is pet hair, odor or dander we cannot offer a full refund. We do not offer refunds on shipping costs, only the returned products.

Please note some pups will take more time than others to adjust to their new carrier or sling, so please be patient.  It is your responsibility to measure and acclimate your pup to the carrier. If you have any further questions please contact us at customerservice@misopup.com

Damaged or Defective Items

If you receive an item that is defective or damaged, please call us at (702) 332-1200 or 1-844-MISO-PUP within 7 business days and we will gladly exchange the item. Please note, that we may require all damaged items sent back to us and/or a photo of the problem. Proof of purchase is required for warranty service.

If a package arrives damaged, it’s best for Customer to refuse the package. If the Customer signs for and keeps the package, the Customer should note the damage when signing for it so that a claim can be filed with the carrier. Miso Pup will not be responsible for Merchandise damages cause by shipping carrier while in transit.

Returns and Exchanges

We will gladly accept returned merchandise within the below guidelines:

  • Merchandise must be returned within 30 days of shipment. (commencing from the date you receive your order).
  • Merchandise must be in original saleable condition with all tag(s) attached, accessories included and have not been washed, altered or used.
  • Merchandise that has been misused, abused, lost, or damaged by pet are not returnable.
  • All returning Merchandise must be issued a Return Authorization.
  • Returns must be shipped postage prepaid, by an insured carrier only. Any return sent back- C.O.D will be refused.
  • Final Sale items may not be returned.
  • Shipping and handling costs are not refunded.
  • Refunds will be processed after Miso Pup has received and processed the Customer’s return. All credits will be made back to the original payment method.
  • Miso Pup will not be held responsible for the Customer ordering the wrong product(s). Any Customer refusing shipped Merchandise will be credited for product(s) minus all shipping and handling charges.

For Exchanges please follow the return process and place a new online order.

Please e-mail the below information to customerservice@misopup.com

Customer Name:
Email:
Phone:
Order No:
List of item(s) being returned:
Reason for return:

Once we receive information regarding your return, Miso Pup will issue you a Return Authorization. Any item(s) received without a valid Return Authorization will not be processed, returned to sender and may incur additional processing fees. Please ensure you are issued a Return Authorization prior to shipping your return item(s).

Returns can be shipped to:

Miso Pup
4132 S Rainbow Blvd, Suite 125
Las Vegas, Nevada 89103

Return Process: When the returned item(s) is received, a credit is made to the same credit card that was used for the initial purchase. Please allow up to 2 billing cycles from the time we receive your item(s) for your credit to appear on your credit card statement.

Please note: For tracking purpose, returns must be shipped by an insured carrier only. Customers are responsible for all shipping costs related to returns and exchanges. Shipping and handling charges are non-refundable. Your shipment must be sent prepaid. We do not accept C.O.D. deliveries or Overnight Express.

International Returns

Refund amounts for returned items will be credited in the same currency and exchange rate as your original tender. To ensure we credit you properly, please include your packing slip and complete the information, including your telephone number, so we may call you with any questions. Please note that shipping fees are not refunded. Please allow three (3) weeks for the return transit time, plus an additional 4 business days upon receipt for the return to be completed and the refund to be issued to your account. If you provide an email address, we will send an email when your return has been received and processed.

Please contact us with any additional questions about returns and exchanges.

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