Policies & Procedures



Our team makes every effort to ship items within 3-5 business days after your order has been placed. Items normally ship within 3-5 business days, depending on what's in stock and whether or not the item is a custom made order, which requires more time. If an item is not available, we will contact you as soon as possible. Please be sure your contact information is updated and correct.

Shipping cost is free on all standard orders. There is a shipping fee for custom orders, beds, crates, and larger bulk items. Shipping cost will vary depending on the content and weight of the order.

Shipping is non-refundable, unless there was a mistake by our team.

Exchanges & Returns

Please make sure to measure your pup accordingly and follow the size chart under the product you wish to purchase as sizes may vary.

Please check your order as soon as you receive it. If you think the item you received is somehow defected or if you've received an incorrect item, please contact us within 3 business days of receipt of your order.

If you're not completely satisfied with your purchase, we will try our best to make it better!

If you wish to exchange or return your merchandise, there are a few procedures and rules that MUST be followed.

Packaged items should not be opened and should be in new condition.

Items containing any pet residue (hair, smell, stains, etc.) will not be accepted.

A receipt must be presented and purchase cannot be more than 30 days old.

Items can be returned for store credit only. We CANNOT issue refunds.

All return requests must be received within 7 days of the date you received your order.

Items that have been worn, used, washed and/or altered, not in its original packaging or have original tags, are ineligible for return or exchange.

The following items are not eligible for return/exchange:

Custom items

Specialty order items

Seasonal items



Sale, clearance or discontinued items.

Returned items must remain un-washed, un-worn, and all tags must still be attached to the item(s).

Please allow our team 5-7 business days to process your return once it is received back to us.

Due to health regulations and the health of your pup, we cannot allow returns on beds, bowls/feeders, carriers, diapers and toys.

Anything that was purchased at a discounted price is a FINAL SALE and cannot be returned.


Fly Pup offers secure checkout which protects your credit card and personal 

information. All information is held confidential and is not sold or distributed. Credit card 

numbers from orders placed online are NOT stored and your email address is used only for 

sending you shipping, tracking information, and if you have a subscribed to out email list. 

Please call (832)-916-4060/ (832) -856-6633 or email us at info@myflypup.com for any questions.