Our approach to cancellations and refunds, explained clearly.
We know that reserving a puppy or dog is an important decision, and we aim to be transparent and fair if your plans change. This policy explains how cancellations and refunds are handled.
Deposits secure a specific puppy or dog and reserve our team's time in preparing health paperwork and delivery arrangements. Because this work begins immediately, deposits are generally non-refundable once a puppy has been confirmed and taken off the market for you.
If you need to cancel before delivery arrangements have been finalized, contact us as soon as possible. We will always try to work with you — including applying your payment toward a different available puppy or dog — before any funds are considered forfeited.
If a licensed veterinarian identifies a covered condition within the terms of our Health Guarantee, resolution is handled under that guarantee rather than this refund policy, and may include a replacement puppy depending on circumstances.
Delivery and courier fees already paid to third-party transport providers are non-refundable once travel has been booked, as these are paid directly to outside carriers on your behalf.
To discuss a cancellation or refund, please reach out through our contact page or WhatsApp with your reservation details, and our team will respond within 24 hours.
Last updated: July 2026