Refund policy

🐾 HeyOlive Return & Refund Policy

We want every tail wag to be genuine, but sometimes things don’t work out. That’s okay! Here’s how returns and refunds work in the HiPup pack:

⏳ 30-Day Return Window

You’ve got 30 days after receiving your order to request a return. (That’s about 210 dog naps, in case you’re counting.)

🦴 Eligibility for Returns

To keep things fair and tidy:

  • Your item must be in the same condition you received it (unworn, unused, tags still on, original packaging intact).

  • You’ll also need your receipt or proof of purchase.

Basically if your pup hasn’t slobbered on it yet, you’re good to go.

📬 How to Start a Return

Just email us at contactheyolive@gmail.com with your order details.
Returns should be sent to:
4846 N Clark, #211, Chicago, IL, 60640

🐕 Important: Please don’t send anything back before contacting us first. We love surprises, but our mailbox doesn’t.

If your return is accepted, we’ll send you a return shipping label and instructions to make it as easy as a game of fetch.

💔 Damages & Mix-Ups

If your order arrives looking like it went through a tug-of-war, or if we sent you the wrong item please email us right away at contactheyolive@gmail.com. We’ll sniff out the issue and make it right.

🔄 Exchanges

The fastest way is to return your current item, and once it’s accepted, place a new order. That way, your pup doesn’t have to wait too long for their goodies.

🇪🇺 European Union 14-Day Cooling-Off Period

If you’re in the EU, you get a 14-day no-questions-asked return window. (Yep, even if you just changed your mind.) Same conditions apply: unused, tags intact, original packaging, proof of purchase.

💳 Refunds

Once your return arrives and passes inspection (no paw prints allowed 🐾), we’ll notify you if your refund is approved. If it is, the money will bounce back to your original payment method within 10 business days.

Please keep in mind: banks and credit cards sometimes move slower than a sleepy bulldog. If it’s been more than 15 business days since your refund was approved, email us at contactheyolive@gmail.com so we can chase it down.