Last updated: November 7, 2025
At PrimePuppy we keep it simple: happy dogs, happy humans. If your pup isn’t clearly happier with our toys, we’ll make it right—no drama.
Try PrimePuppy for 90 days. If your dog isn’t happier, we’ll refund you.
Valid for orders from primepuppy.
One happiness claim per product type per household.
We may ask for quick feedback (photo/video optional) to improve the product.
For used toys: for hygiene and sustainability, most customers don’t need to ship it back—we’ll tell you whether to keep, donate, or dispose safely.
Obvious abuse (bulk reselling, repeated claims, misuse outside instructions) isn’t covered.
How to claim: contact us within 90 days of delivery at Autostian@autostian.com or via [/contact] with your order number and reason.
Not the right fit? You can return unused, in original packaging within 30 days of delivery.
Return shipping:
Customer pays for change-of-mind returns.
We cover shipping for defective, damaged, or wrong item cases.
Condition: Item must be new/unused and include all accessories.
Restocking: No fee unless items are used or missing parts (up to 15% may apply).
Start a return: email Autostian@autostian.com with your order #. We’ll issue an RMA and return label if applicable.
Need a different color or replacement? We’ll process exchanges once the original is scanned by the carrier (or we approve keep/donate under the 90-Day Guarantee).
We’ll fix it fast. Contact us within 7 days of delivery with photos and order number. We’ll send a replacement or refund and cover shipping.
Email: Autostian@autostian.com
Once your return is received/approved, refunds go back to your original payment method.
Processing time: 3–5 business days after inspection.
Bank posting time: add 3–10 business days (varies by bank).
If it’s taking too long, check with your bank first, then email us at Autostian@autostian.com.
Used toys returned without approval (hygiene policy).
Final Sale or Gift cards.
Damage from misuse (chewing beyond intended use, burning, cutting, etc.) outside normal play wear.
Note: Chew marks from normal play are expected and covered by the 90-Day Happiness Guarantee as “not a fit.”
We can edit/cancel orders within 1 hour after purchase (during business hours). After fulfillment begins, please use the return/guarantee process.
Email: Autostian@autostian.com
We ship worldwide. Import duties/taxes may apply (set by your country).
For returns from outside the U.S., customers cover return shipping unless the item is defective or wrong.
If your item goes on sale within 7 days of purchase, reach out and we’ll adjust once per order (excludes sitewide events and bundles).
Email: Autostian@autostian.com
We reserve the right to refuse/limit a claim if we detect fraud, excessive abuse, or returns inconsistent with our policy.
We’re here for you and your pup.
Email: Autostian@autostian.com
Contact form: [/contact]
Response time: typically under 24 hours (Mon–Fri).