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Amy
Online
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Hi, I'm Amy

I'm here to help you with your PuppyPad order. Let's get this sorted out quickly.

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Let's find your order! Just enter your details below and I'll pull it up right away.

Leave blank to see all your orders
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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?

What do you want to get a refund for?

Thanks — what's the main reason?

That's completely normal — this happens sometimes.

We've helped many customers in this exact situation, and I'll do my best to help you too.

Tell me about your dog(s)

Share some details so I can give you personalized tips.

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Thanks for giving this a try!

If things still aren't working after a couple of weeks, come back here and I'll help you with next steps.

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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.

What's the correct address?

Please provide your correct shipping address.

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

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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.

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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:

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Click to upload or drag photo here

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

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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:

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Click to upload or drag photo here

Photo or video showing the damage
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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

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Are you satisfied with this?

Let me know if this helped resolve your issue.

What would you like us to do next?

Get 20% refunded and keep the product

Get 40% refunded and keep the product

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.

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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.

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Subscription Update

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We found an existing case

It looks like you already have an open support case for this order.

Case ID: CASE-1234567890
Status: In Progress

What would you like to do?

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Send a reminder

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

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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.

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Almost done! Let me just confirm I've got everything right before I send this to our team.

Let's review everything

Does this seem alright to you?

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We've Got It!

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

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Case ID