PuppySpot’s policies are structured around cancellations and administrative fees rather than traditional retail “returns,” since a live animal is involved. Before committing, customers should review the Terms & Conditions of Commitment and any related sale terms tied to the invoice (puppy price, travel, health certificate, and optional add-ons). Key timing rules are based on when a puppy is placed on hold, when full payment is completed, and how close the request is to the puppy’s scheduled arrival date.
If a puppy is placed on hold before full payment is completed, the hold period is limited (up to 72 hours). During this stage, the deposit portion is treated as non-refundable under the stated schedule. After a purchase is completed, cancellation outcomes depend on how quickly the cancellation is submitted. Cancellations made within the first 72 hours after purchase are eligible for a partial refund under the schedule (with an administrative amount retained). Cancellations made after 72 hours are eligible for a smaller partial refund under the schedule. If a cancellation is requested within 72 hours prior to the puppy’s arrival date, the schedule provides that no refund is issued (with taxes on invoice items not received addressed as described in the terms).
After a puppy has been delivered, the terms state that PuppySpot does not accept “returns” of the puppy for a monetary refund for reasons such as allergies, housing restrictions, or adjustment issues. If a customer cannot care for the puppy at any point, the terms describe a surrender/rehoming approach rather than a refund or credit, and travel-related costs may remain the customer’s responsibility. Because these situations can be time-sensitive and emotionally difficult, contacting customer support promptly is important to understand available options and any required documentation.
For the most actionable path, customers should (1) confirm the puppy’s current status (on hold, paid, or scheduled for arrival), (2) note the exact purchase timestamp and the scheduled arrival date, and (3) submit any cancellation request as early as possible to avoid the steepest fee tier. Keep written records of communications, invoice totals, and any taxes charged, since the refund schedule references the “total invoice” and treats taxes/discounts differently. For help, use the official contact channel listed on PuppySpot’s contact page (phone and email) and request confirmation of the applicable cancellation tier and the expected refund amount and timing.
