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Amy
Online
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Hi, I'm Amy 👋

I'm here to help you with your PuppyPad order. Whatever you need, I'll make sure we get it sorted out together.

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I'm not seeing a subscription with those details. That's okay — let's try one more way.

Let's try another way

Or choose your own:

Every days
🎁 Exclusive Discount

10% Off Forever — On Every Order

  • Permanent discount locked in
  • Saves you money every delivery
  • Keep your convenient subscription
⭐ Maximum Savings

30% Off Forever — Our Best Deal

  • Our biggest discount — ever
  • Saves you big on every delivery
  • Locked in permanently
  • Keep your convenient subscription

Or choose your own:

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Or choose your own:

Every days

Let's review your request

Does this look right?

A

Great to meet you! Let me find your order — just pop in your details below and I'll take it from there.

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🔍

I'm not seeing an order with those details. That's okay — let's try one more way.

Let's try another way

The shipping ZIP code used on the order

Select your order

I found multiple orders. Which one do you need help with?

Which item(s) is this about?

Thanks — what's the main reason?

✓

Glad I could help!

If you have any other questions, feel free to come back anytime.

Please tell us more

Help us understand your situation better so we can assist you.

What were you expecting?

Help me understand what didn't meet your expectations so I can try to help.

📦

Package Marked as Delivered

The carrier shows this order was delivered to the address below.

Is this your shipping address?

📦 Reship + Refund

Free Reship + 10% Back

  • We'll reship your order right away
  • Get 10% refunded as an apology
  • We'll investigate with the carrier
$0.00
Back to your account
💫 Better Offer

Free Reship + 20% Back

  • Double the refund amount
  • We'll reship your order right away
  • We'll investigate with the carrier
$0.00
Back to your account
⭐ Maximum Offer

Free Reship + 30% Back

  • Our absolute best offer
  • Almost a third of your order back
  • We'll reship your order right away
  • We'll investigate with the carrier
$0.00
Back to your account
💰

Full Refund (No Reship)

We'll refund your full order amount. Please note: with a full refund, we won't be able to reship the order.

$0.00

Since the package went to an incorrect address, we'll reship your order free of charge to your correct address.

📦 Reship + Refund

Free Reship + 10% Back

  • We'll reship to your correct address
  • Get 10% refunded as an extra apology
$0.00
Back to your account
💫 Better Offer

Free Reship + 20% Back

  • Double the refund amount
  • We'll reship to your correct address
$0.00
Back to your account
⭐ Maximum Offer

Free Reship + 30% Back

  • Our absolute best offer
  • Almost a third of your order back
  • We'll reship to your correct address
$0.00
Back to your account

Update Your Shipping Address

Please confirm or update your address below so we can resolve this for you.

Here's what this charge includes:

Does this look correct?

How would you like us to resolve this?

We'll investigate this and reach out once it's reviewed.

Let me check where your package is

🔍

We're so sorry to hear this

Package theft is frustrating and we take it seriously. Our team will investigate this right away and get back to you within 24-48 hours with a resolution.

💡

Tip: If you haven't already, consider checking with neighbors or your building's package room. Sometimes deliveries are left in unexpected places.

Let's check the shipping address

Here's the address we have on file for your order:

What's missing from your order?

Select all items that were supposed to be in your order but weren't delivered.

😔

We're really sorry about this mix-up!

Getting the wrong item is frustrating. Let me help make this right.

Please upload a photo of what you received and describe what's wrong:

📸

Click to upload or drag photo here

Photo of the item you received
🎁

We'll send you the correct item right away and you can keep what we sent by mistake.

📦💔

We're sorry your item arrived damaged

We pack everything carefully, but sometimes damage happens during shipping. Let me help make this right.

Please upload a photo showing the damage:

📸

Click to upload or drag photo here

Photo or video showing the damage
ℹ️

Our team will review the damage and get back to you within 24-48 hours with a replacement or refund.

Let me help with that charge

Let me check your tracking

🤔

Are you satisfied with this?

Let me know if this helped resolve your issue.

What would you like us to do next?

💰 Instant Refund

Keep Everything + Get 20% Back

  • Money back in 3-5 business days
  • Keep your PuppyPads — no returns
  • Quick & hassle-free resolution
Back to your account
⭐ Maximum Refund

Keep Everything + Get 40% Back

  • Our absolute best offer
  • Money back in 3-5 business days
  • Keep your PuppyPads — no returns
  • Instant resolution, zero hassle
Back to your account

What can be returned?

✓ Unopened products in original packaging
✓ Opened but unused products
✗ Used products (but may qualify for refund if within guarantee)

Enter 0 if all items have been used

Return Address

PuppyPad

1007 S 12th St.

Watertown, WI 53094

USA

Please include on your package:

  • Order number:
  • Item SKU(s):

After shipping:

Reply to your confirmation email with:

  • Your tracking number
  • A photo of your package label

Send to: help@teampuppypad.com

Return Summary

View full return policy →
🌍

International Order - Full Refund

Due to international shipping costs, we're processing a full refund instead of a return.

Your Refund $0.00

You can keep your items - no return needed!

Full Refund Process

How many of the items have been used?

Quick photo/video for review

Thanks for explaining — I can help. To approve a replacement or refund for a product fault, I just need a quick photo or video.

ℹ️

Our team will review this and get back to you within 24–48 hours.

📸

Click to upload or drag files here

Photos or videos accepted

Return Instructions

1

Pack the item

Place the unused product in its original packaging if possible.

2

Ship it back

Our team will email you a prepaid return label within 24 hours.

3

Get your refund

Once we receive the item, your refund will be processed within 3-5 business days.

✓

Subscription Update

Case Status In Progress
Case Opened --
Under Review --
Resolution Pending
Case ID --
Issue --
Typical response time: 24-48 hours

What would you like to do?

✓

This case was resolved!

Great news — we already took care of this for you.

Case ID: CASE-1234567890
Status: Completed

Need help with something else?

🔔

Send a reminder

Let us know if you need an update on your case.

✓

Reminder sent!

Our team has been notified and will follow up with you soon.

You should expect to hear from us within 24-48 hours.

📦

Your order hasn't shipped yet!

Order placed X hours ago

Great news — we can still make changes before it ships. What would you like to do?

What would you like to change?

Please describe the changes you'd like to make to your order.

Why would you like to cancel?

This helps us improve our service.

We'll mostly reach out via email, but a quick call sometimes helps!

What would you like to do?

Would you like to keep your order?

Sometimes the best purchases are the unexpected ones!

Does this change how you feel?

We want to make sure you're getting the best value.

Did this help address your concerns?

Let me know if you'd like to keep your order or explore other options.

✓

You're all set!

Your order is confirmed and on its way to you. We're confident you'll love your PuppyPad products!

🎁 Wait! Special Offer

Get Your Order + 10% Instant Cashback

  • Get money back right now
  • Still receive your full order
  • Best of both worlds
$0.00
Instant savings
💫 Even Better

Get Your Order + 20% Instant Cashback

  • Double the savings
  • Still receive your full order
  • Money back in 3-5 days
$0.00
Instant savings
⭐ Our Best Offer

Get Your Order + 30% Instant Cashback

  • Maximum savings — our best deal
  • Still receive your full order
  • Money back in 3-5 days
  • Almost a third of your order refunded
$0.00
Instant savings

Let's review your request

Does this look correct?

Let's review everything

Does this seem alright to you?

0%

Processing Your Request

Starting...

✓

Request Submitted!

Thanks — I've shared this with our team. They'll complete this within 24–48 hours.

Case ID
📦

Your Package is On Its Way!

Your order is currently in transit and making its way to you.

✓

Thanks for Checking In!

S
Sarah, Customer Care A personal message for you
0:00

"Hi! This is Sarah from PuppyPad. I wanted to reach out personally because I noticed your order is taking a bit longer than expected..."

🌍

Shipping from International Warehouse

Your order was shipped from one of our international warehouses due to stock availability. It's taking a bit longer, but it's on its way!

✓

Thanks for Your Patience!

🚚❌

Delivery Attempt Failed

The carrier attempted delivery but couldn't complete it. Let's check your address.

Is this your correct address?

Update Your Shipping Address

Please confirm or update your address below so we can reship your order.

Compensation + Reship

10% Refund + Free Reship

We understand this has been frustrating. How about we give you a 10% refund AND reship your order at no extra cost?

$0.00
Better Offer

20% Refund + Free Reship

We understand this has been frustrating. We'll give you a 20% refund AND reship your order completely free.

$0.00
Final Offer

30% Refund + Free Reship

This is our absolute final offer. We'll give you a 30% refund AND reship your order completely free.

$0.00
✓

Refund Processing!

Your 10% refund of $0.00 will be processed within 3-5 business days.

💰

Full Refund (No Reship)

We'll cancel your order and refund the full amount to your original payment method. Processing takes 24-48 hours.

⚠️

Carrier Exception Detected

We're so sorry about this. Unfortunately, there's been an issue with the shipping carrier that's outside our control.

📦

We'll Reship Your Order

We'll cover the shipping costs and send out a new shipment to make sure you receive your order. Would this work for you?

Let's Verify Your Shipping Address

To ensure your reship arrives safely, please confirm or update your address below.

📦

We'll Reship Your Order

We'll cover the shipping costs and send out a new shipment to your verified address. Would this work for you?

Compensation + Reship

10% Refund + Free Reship

We understand this has been frustrating. How about we give you a 10% refund AND reship your order at no extra cost?

$0.00
Best Offer

20% Refund + Free Reship

This is our best offer. We'll give you a 20% refund AND reship your order completely free.

$0.00
Final Offer

30% Refund + Free Reship

This is our absolute final offer. We'll give you a 30% refund AND reship your order completely free.

$0.00
💰

Full Refund (No Reship)

We'll cancel your order and refund the full amount to your original payment method. Processing takes 24-48 hours.

📭

Tracking Information Expired

We're so sorry about this. The tracking for your package has expired without showing delivery, which is outside our control.

📦

We'll Reship Your Order

We'll cover the shipping costs and send out a new shipment to make sure you receive your order. Would this work for you?

Let's Verify Your Shipping Address

To ensure your reship arrives safely, please confirm or update your address below.

📦

Free Reship

We'll cover the shipping costs and send your order to the verified address above.

Compensation + Reship

10% Refund + Free Reship

We understand this has been frustrating. How about we give you a 10% refund AND reship your order at no extra cost?

$0.00
Best Offer

20% Refund + Free Reship

This is our best offer. We'll give you a 20% refund AND reship your order completely free.

$0.00
Final Offer

30% Refund + Free Reship

This is our absolute final offer. We'll give you a 30% refund AND reship your order completely free.

$0.00
💰

Full Refund (No Reship)

We'll cancel your order and refund the full amount to your original payment method. Processing takes 24-48 hours.

⏳

Package Taking Too Long

Your package has been in transit for -- days, which is longer than expected. We're sorry for this delay.

📦

Let Us Make This Right

We'll investigate what's happening with your shipment. If we can't locate it, we'll reship your order at no extra cost.

Compensation + Reship

10% Refund + Free Reship

We understand this delay has been frustrating. How about we give you a 10% refund AND reship your order at no extra cost?

$0.00
Better Offer

20% Refund + Free Reship

We understand this delay has been frustrating. We'll give you a 20% refund AND reship your order completely free.

$0.00
Final Offer

30% Refund + Free Reship

This is our absolute final offer. We'll give you a 30% refund AND reship your order completely free.

$0.00
💰

Full Refund (No Reship)

We'll cancel your order and refund the full amount to your original payment method. Processing takes 24-48 hours.

📍

Confirm Your Shipping Address

Since there was a delivery issue, we need to make sure your address is correct before we proceed.

📍 Update Your Shipping Address

Please provide your correct shipping address below.

📋 Request Summary

Resolution
--
Partial Refund
--
Shipping Address
--
🔍

What Happens Next

1
We'll contact our fulfillment team

They'll investigate with the shipping carrier to understand what happened

2
Investigation period (2-3 business days)

This ensures we don't repeat the same delivery issue

3
Resolution & reship

Once cleared, we'll process your refund and reship your order

⏱️ Total estimated time: 3-5 business days