Refund policy

Last updated: November 10, 2026

We want you and your pet to be happy with your order. If something isn't right, email support@teacupcozy.com or use our contact form and include your order number. Our team reviews each request and replies by email.

Orders ship internationally from our partner warehouse.

Cancelling an order

  • Contact us as soon as possible. If your order has not shipped yet, we cancel it and refund you in full.
  • Once an order has shipped, it can't be cancelled.

Wrong size (sweaters and coats)

  • Please check the size guide before you order. We're happy to help you choose a size by chat or email.
  • If a sweater or coat doesn't fit, contact us within 30 days of delivery with a photo or short video of your dog wearing it and your order number. We review each request and will help with a solution.

Damaged, faulty or wrong item

  • Contact us within 30 days of delivery with clear photos of the item and the problem, and your order number. We review each request and will work with you on a solution.

Lost or delayed packages

  • If your order hasn't arrived 30 days after it shipped, contact us and we'll look into it with the carrier.
  • If tracking shows your package as delivered but you can't find it, check around your home and with neighbors, then contact us within 14 days of the delivery date. We'll look into it with the carrier. We can't guarantee a refund or replacement for a package the carrier shows as delivered to your address.
  • Packages sent to a wrong or incomplete address entered at checkout, and packages that are refused or not collected, are usually not returned to us. In most cases we can't refund or replace them.

Other returns

  • Because orders ship internationally, we don't accept returns sent back to us for a change of mind.
  • If you've changed your mind, contact us within 30 days of delivery. We review each request case by case.
  • Import duties and taxes charged on delivery outside the US are not refunded by us.

Refunds

  • Approved refunds go back to your original payment method within 5–10 business days.
  • For the 2-sweater deal, each sweater counts as half of what you paid for the deal.

Your rights under local law

  • This policy does not limit any rights you have under the consumer law of your country.
  • EU orders: 14-day right of withdrawal. If you live in the EU, you can cancel your order for any reason within 14 days after you, or someone you name, receive it. Tell us before the 14 days end, by email at support@teacupcozy.com or through our contact form. A clear statement is enough. We reply by email with the next steps, and handle your withdrawal as the law requires.