PupPossible™ Returns, Refunds & Product Safety Policy
PupPossible is a brand of Resilient Rover LLC.
We want you to feel confident about the products you purchase from PupPossible. This policy explains returns, exchanges, refunds, defective or damaged products, third-party products, and important product-use information for purchases made directly from PupPossible.
Some products sold by PupPossible are produced or branded by Resilient Rover LLC, while others are manufactured by independent third-party brands and resold by PupPossible. Regardless of the manufacturer, purchases made from PupPossible should be directed to PupPossible for returns and refunds under this policy unless we tell you otherwise.
Nothing in this policy is intended to exclude, restrict, or replace any warranty, remedy, or consumer right that cannot lawfully be excluded or limited.
Returns for Size, Fit, or Change of Mind
If you would like to return an item because of sizing, fit, or simply because you changed your mind, we are happy to accept eligible returns.
To be eligible for a voluntary return:
You must contact PupPossible within fifteen (15) calendar days after the item is delivered.
The item must be unused, unwashed, and in substantially the same condition in which it was received, except for what is reasonably necessary to inspect the item or briefly assess its fit.
The item must not show signs of use, wear, alteration, chewing, scratching, staining, odor, damage, or excessive pet hair.
The item must include its original components, accessories, tags, manuals, safety information, and packaging where reasonably applicable.
The item must not be a gift card, personalized or custom-made item, final-sale item, or another item clearly identified as non-returnable before purchase.
PupPossible must receive the returned item within thirty (30) calendar days after delivery of the original order unless we provide different written instructions.
Trying a harness or similar wearable item on your dog for the limited purpose of determining fit will not, by itself, make the item “used,” provided the item remains clean, undamaged, unaltered, and otherwise eligible for return.
How to Start a Return or Exchange
To request a return or exchange, email gear@puppossible.com within fifteen (15) calendar days after receiving your item.
Please include:
your name;
your order number, if available;
the item you would like to return or exchange;
the reason for the return or exchange;
a brief description of the item's condition; and
a clear photo of the item, when requested or reasonably helpful.
Please do not send merchandise back before receiving return instructions from PupPossible.
If your return is approved, we will provide instructions for returning the item and, when applicable, a return shipping label.
Please package returned products securely and include all applicable components, accessories, manuals, safety materials, and other items originally supplied with the product.
Approval of a return request does not constitute final acceptance of the merchandise. Returned items remain subject to inspection after they are received.
If a returned item does not satisfy this policy, PupPossible may decline the voluntary return or adjust the refund to the extent permitted by applicable law.
Return Shipping for Voluntary Returns
Unless PupPossible states otherwise, customers are responsible for the cost of return shipping for returns based on size, fit, preference, change of mind, or another reason unrelated to an error, damage, or defect.
If PupPossible provides a prepaid return shipping label for a voluntary return, the cost of that label may be deducted from the refund. We will disclose the applicable return shipping charge before issuing the label when reasonably practicable.
Refunds
Once an eligible returned item has been received and inspected, PupPossible will process the applicable refund.
Unless otherwise stated at the time of purchase, an approved voluntary-return refund will include the purchase price of the eligible returned merchandise and applicable sales tax, less any return shipping charge for which the customer is responsible.
Original outbound shipping charges are not refundable for voluntary returns based on size, fit, preference, or change of mind unless PupPossible expressly states otherwise or applicable law requires otherwise.
Refunds will generally be issued to the original payment method.
After PupPossible issues a refund, your bank, card issuer, payment provider, or other financial institution may require additional time to post the credit to your account. This processing time is outside PupPossible's control and may take approximately seven (7) to ten (10) business days or longer depending on the financial institution.
Exchanges
Where an exchange is available, product availability cannot be guaranteed.
If the requested replacement item, size, color, style, or variation is unavailable, we may offer another available option or process the transaction as a return and refund.
PupPossible may also ask you to return the original item for a refund and place a new order rather than processing a direct exchange.
Incorrect, Damaged, or Defective Items
If you receive an incorrect item, an item damaged in shipment, or an item you believe was defective when received, please contact gear@puppossible.com as soon as reasonably possible.
We ask that visible shipping damage or immediately apparent problems be reported within seven (7) calendar days after delivery when reasonably possible. Prompt reporting helps us document the condition of the shipment and, where appropriate, work with the carrier, distributor, or manufacturer.
Please include:
your name;
your order number, if available;
the product and affected component;
a description of the problem; and
clear photographs of the product, packaging, shipping label, damage, or defect where applicable.
Please retain the product and its packaging while we review the issue unless we instruct you otherwise.
We may request additional photographs or information reasonably necessary to evaluate the issue.
For an approved return resulting from a PupPossible fulfillment error, verified shipping damage, or a product that was defective when delivered, PupPossible will provide or reimburse reasonable return shipping as appropriate and will provide the applicable remedy, which may include replacement, refund, or another remedy required by law.
The seven-day reporting request does not eliminate rights or remedies that cannot lawfully be waived, including rights relating to defects that could not reasonably have been discovered within that period.
Product Availability and Replacements
Some products sold by PupPossible are produced in limited quantities or supplied by third-party manufacturers or distributors. We therefore cannot guarantee that the same product, size, style, color, or variation will remain available.
If a replacement is appropriate and the same product is available, we will make reasonable efforts to provide it.
If the product is unavailable, we may offer an available substitute, allow you to wait for restocking when appropriate, or issue the applicable refund.
Used Products, Wear and Damage After Purchase
Except where required by applicable law or where a covered defect existed when the product was delivered, this return policy does not cover ordinary wear and tear or damage resulting from use.
Dog equipment may wear differently depending on the individual dog, product fit, frequency and type of use, environment, exposure to water or dirt, pulling, lunging, chewing, storage, cleaning, maintenance, and other conditions.
Damage caused by chewing, misuse, improper fitting, unauthorized alteration, failure to follow applicable care or use instructions, or continued use after a product becomes damaged is generally not considered a manufacturing defect.
Third-Party Products
PupPossible resells certain products manufactured by independent third parties, including products from brands such as BullHug, ShawnCo, Rabbitgoo, and Flexi.
For these products, the applicable third-party manufacturer—not PupPossible or Resilient Rover LLC—controls the product's design, construction, materials, specifications, intended use, sizing system, technical limitations, manufacturer warnings, and manufacturer instructions.
PupPossible's sale or recommendation of a third-party product does not mean that PupPossible or Resilient Rover LLC designed or manufactured that product.
Purchases made from PupPossible are nevertheless subject to PupPossible's return and refund process, rather than the manufacturer's direct-to-consumer return policy, unless PupPossible specifically tells you otherwise.
Manufacturer Warranties and Programs
Some third-party manufacturers offer their own warranties, guarantees, repairs, replacement programs, satisfaction guarantees, or other benefits.
Manufacturer programs are separate from this PupPossible Returns & Refunds Policy and are governed by the manufacturer's own terms, exclusions, eligibility requirements, purchase-channel requirements, registration requirements, and procedures.
PupPossible does not represent that a manufacturer's warranty or other program applies to a purchase made through PupPossible unless we have explicitly stated in this policy that it does.
Where appropriate, PupPossible may help identify the manufacturer or available manufacturer information. We do not independently expand, modify, or guarantee a third-party manufacturer's warranty or program.
A manufacturer's return policy for purchases made directly from that manufacturer does not replace PupPossible's return policy for purchases made from PupPossible.
Important Product Safety Information
Dog-handling equipment must be properly selected, fitted, used, maintained, and supervised.
Before using any product purchased from PupPossible, please review and follow all applicable instructions, warnings, sizing information, weight limits, intended-use restrictions, care instructions, and other safety information supplied by the manufacturer.
Manufacturer safety information may appear:
on the product or its packaging;
on labels, tags, manuals, inserts, or other materials supplied with the product;
on the manufacturer's website;
on the applicable PupPossible product page; or
in other documentation identified by PupPossible or the manufacturer.
Manufacturer instructions and warnings are product-specific. Any general guidance provided by PupPossible is intended to supplement—not replace—the manufacturer's instructions.
If PupPossible information appears inconsistent with the manufacturer's safety instructions for a third-party product, discontinue use and contact PupPossible or the manufacturer for clarification before continuing to use the product.
Fit, Inspection, and Supervision
No harness, collar, leash, retractable leash, restraint, buckle, clip, attachment, or other dog-handling product should be assumed to eliminate all risk of escape, equipment failure, injury, or loss of control.
Customers should:
select the correct product and size for the individual dog and intended activity;
follow the manufacturer's fitting and adjustment instructions;
check fit regularly, particularly for growing dogs, dogs whose weight or coat changes, and dogs known to back out of or escape from equipment;
inspect equipment and attachment points before use;
discontinue use if equipment becomes damaged, frayed, chewed, cracked, excessively worn, stretched, weakened, improperly functioning, or otherwise unsafe;
use products only for their intended purpose; and
provide appropriate handling and supervision during use.
Unless a product is specifically designed and represented for unattended use, dog-walking and restraint equipment should not be left on or accessible to an unsupervised dog where chewing, ingestion, entanglement, strangulation, or other misuse could occur.
Product recommendations, fitting assistance, demonstrations, sizing guidance, or training advice provided by PupPossible are intended to assist customers but cannot account for every dog, handler, environment, or circumstance and do not constitute a guarantee against escape, injury, equipment failure, or unwanted behavior.
Manufacturer-Specific Safety Information
Certain products require additional or specialized manufacturer instructions. Customers should review the applicable manufacturer's current information before use.
Flexi® Retractable Leashes
Flexi provides detailed instructions and special safety precautions for its retractable leashes. These instructions address matters including appropriate users and dogs, product weight limits, safe handling of the cord or tape, entanglement and injury hazards, use around other people and animals, attachment and use of the supplied safety collar, inspection, care, and proper operation.
Before using a Flexi retractable leash purchased from PupPossible, please read and follow the complete instructions and safety precautions supplied with the product and available from Flexi North America:
https://www.flexi-northamerica.com/us/instructions/
The information provided by PupPossible is not a substitute for Flexi's complete safety instructions.
ShawnCo® Products
Before using a ShawnCo product purchased from PupPossible, please review and follow all instructions, safety information, fitting guidance, intended-use restrictions, and care information supplied with the product and made available by ShawnCo.
ShawnCo's instructional and safety information is available at:
https://www.shawncopets.com/instructional-safety-guide
Manufacturer warranty information is available at:
https://www.shawncopets.com/warranty
Manufacturer warranty eligibility may depend on where and how the product was purchased. PupPossible does not represent that ShawnCo's manufacturer warranty applies to a PupPossible purchase unless PupPossible has specifically confirmed eligibility.
BullHug® Products
Before using a BullHug product purchased from PupPossible, please follow the sizing, fitting, care, use, and other instructions supplied with the product or made available by BullHug.
BullHug's current FAQ and care information is available at:
https://bullhug.com/pages/faqs
Questions concerning manufacturer information may also be directed to BullHug through:
https://bullhug.com/pages/contact-us
BullHug's direct-to-consumer return or exchange terms do not replace this PupPossible Returns & Refunds Policy for products purchased from PupPossible.
Rabbitgoo® Products
Before using a Rabbitgoo product purchased from PupPossible, please follow the sizing, fitting, adjustment, supervision, care, and use information applicable to the specific product.
Rabbitgoo's product FAQ and use-and-care information is available at:
https://www.rabbitgoo.com/pages/faq#use-care
Customers should use the sizing information applicable to the particular Rabbitgoo product and regularly check and adjust harness fit.
Rabbitgoo's return policy states that products purchased from an authorized seller are returned to the original place of purchase and are subject to that seller's return policy. Accordingly, purchases made from PupPossible should be directed to PupPossible under this policy rather than submitted to Rabbitgoo for a Rabbitgoo.com return.
Product Safety Concerns and Recalls
If you believe a product purchased from PupPossible is unsafe, defective, damaged, incorrectly labeled, malfunctioning, or subject to a recall or other safety concern, discontinue use immediately and contact us at gear@puppossible.com.
Please include your order information, the product involved, a description of the concern, and photographs when applicable.
PupPossible may contact customers when we become aware of material recall, corrective-action, or product-safety information concerning a product they purchased.
Customers are encouraged to maintain accurate contact information associated with their orders so we can communicate important product information when necessary.
Product Use and Responsibility
Customers are responsible for using products reasonably and for following applicable product instructions and warnings, maintaining appropriate supervision, regularly inspecting equipment, and discontinuing use when a product becomes damaged or unsuitable.
To the fullest extent permitted by applicable law, PupPossible and Resilient Rover LLC are not responsible for injury, escape, property damage, or other loss resulting from misuse, improper fitting, unauthorized modification, failure to follow applicable manufacturer instructions or warnings, continued use of damaged or unsafe equipment, or use of a product for a purpose for which it was not intended.
Nothing in this policy is intended to exclude or limit any responsibility, warranty, remedy, or consumer right that cannot lawfully be excluded or limited.
Changes to This Policy
PupPossible may update this policy from time to time to reflect changes in our products, manufacturers, business practices, or applicable requirements.
The commercial return terms in effect at the time of purchase will generally apply to that purchase. PupPossible may, however, communicate updated warnings, recalls, or other safety information whenever necessary.
Contact Us
Questions about a return, refund, exchange, damaged or defective product, manufacturer information, or product-safety concern may be directed to:
PupPossible
A brand of Resilient Rover LLC
Email: gear@puppossible.com