Every Pugly Pack item is made to order just for you. Because nothing is pre-made or restocked, we handle things a little differently than a typical store — and in most cases, you won't need to send anything back to us at all.
Please read below so you know exactly what to expect.
No returns for change of mind or wrong size
Since each item is produced specifically for your order, we're not able to accept returns or exchanges for change of mind, buyer's remorse, or the wrong size being ordered. Please check our Size Guide carefully before you order, and reach out if you're unsure — we're happy to help you pick the right fit.
Ordered the wrong size?
It happens! We can't offer standard exchanges on made-to-order items, but we never want you stuck with something that doesn't fit — so reach out and we'll do our best to help.
If something's wrong, we've got you covered
If your item arrives defective, damaged, or not as described, we'll make it right. And you don't need to ship the original item back — just show us the issue.
- Replacement first: We'll remake and reship your item free of charge. This is our go-to fix, and usually the fastest way to get you a piece you'll love.
- Refund if needed: In cases where a replacement isn't suitable, we'll offer a partial or full refund, decided fairly on a case-by-case basis.
To start a claim, just email us a clear photo of the issue within 30 days of delivery at support@puglypack.com, along with your order number. We'll take care of the rest.
Custom & personalized items
Custom items (custom face, logo, text, or photo) are made using exactly what you submit at checkout, so please review your spelling, uploads, and design details carefully before ordering.
- Personalized items can only be replaced or refunded if they arrive defective or differ from the design you approved.
- We're unable to cover issues caused by customer-submitted errors — such as misspelled names, wrong dates, or low-resolution photos. If you spot a mistake, contact us within 12 hours of ordering and we'll do our best to fix it before production begins.
Wrong or incomplete address
Because items are made to order, we can't refund or replace orders shipped to an address that was entered incorrectly at checkout. Please double-check your shipping details. If you notice an error, email us within 12 hours and we'll try to update it before your order goes into production.
Order changes & cancellations
Need to change or cancel your order? Contact us within 12 hours of ordering, before production begins. Once an item enters production, we're unable to change or cancel it, as it's already being made just for you.
Lost or stuck in transit
If your tracking hasn't updated or your order hasn't arrived within the estimated delivery window, please reach out. We'll investigate with the carrier and make sure your order gets to you.
How to reach us
For any returns, replacements, or refund questions, email support@puglypack.com with your order number and (if applicable) a photo of the issue. We'll get back to you as soon as we can and work with you to make it right.