Terms & Important Information - PLEASE READ!
By using this form, you accept the terms and conditions for the use of the LupinePet® "Even if Chewed" guarantee. Learn more about our Guarantee and what is covered here. Our guarantee covers your original purchase at any point during the lifetime of the product. We do not provide free replacements for duplicate submissions, for items previously replaced under our guarantee, or, for items that were donated, sponsored, or given as a free promotion.
- Provide your name, mailing address, daytime phone number and a valid e-mail address. Please double check all information before submitting this form.
- Provide product information - If you have any question on the size or width, or need any assistance, please contact us before submitting this form.
- Provide (2) specific REQUIRED photographs of each damaged item. Photos must be well-lit, clear (not blurry) and show the single product only (please remove from your pet).
Photo 1: showing the entire product with the damage visible and Photo 2: showing the damaged area specifically. Photo's must be in .jpeg, .jpg or .png format. - You are welcome to add more than one damaged item to a request. Each item must be added separately.
- Submissions that do not meet requirements cannot be processed and will be cancelled.
- Submissions with incorrect sizes, colors or designs will be edited to reflect the actual item as pictured. If you do not know the size, do not guess, please contact us before submitting.
- Approved replacements are provided free of charge. Shipping rates are calculated at checkout and reflect the actual postage cost charged by the selected carrier, based on the destination and package weight. Orders of $50+ shipping to any USA address will receive Free Standard Shipping via USPS Ground Advantage.
It is critical that you confirm your mailing address is correct and the product and size you are requesting are accurate. LupinePet cannot be held responsible for incorrect submissions.
We cannot replace items that are missing or disposed of. Please retain damaged item(s) until replacement has been received.
In the event that we have questions, need additional photographs or deny the request, we will contact you.
Requests cannot be approved without adequate photographs and/or information. We reserve the right to request items be mailed to us for further review.
We reserve the right to limit the number of free replacements when there is excessive use or abuse of our guarantee and therefore no longer considered accidental.
Upon approval of your request, we will email a shipping confirmation to the address in your account and mail an identical replacement of the item within 2-3 business days. If the color or design is retired please make note of an alternate choice from the same collection, or, we will contact you to choose a new one. Anytime there is an update to our products or hardware, you will receive the most comparable item. Leashes, couplers and other leash related items will be shipped with our current standard snaps shown on Lupinepet.com, unless you choose the gate snap option during product selection. Replacements are made in the same item only and cannot be changed, exchanged or upgraded. Shipping rates are calculated at checkout and reflect the actual postage cost charged by the selected carrier, based on the destination and package weight. Orders of $50+ shipping to any USA address will receive Free Standard Shipping via USPS Ground Advantage.
The customer is responsible for any duties and/or fees.
If you do not see an e-mail confirmation, be sure to check your Spam or Junk folder.
Customers outside the USA & CANADA: Please contact us directly.
