Returns & Refunds FAQ

Can I return an item? 

Yes. We want you to be happy with your purchase and will allow returns if it is sent back to us within 30 days of receipt, even when there is nothing wrong with the item.

For more information, please visit our return policy page.

How do I return an item?

1. Confirm your item meets all return condition.
2. Pack the item securely — do not attach stickers or labels to the original product packaging as damaged packaging will result in rejection.
3. Download and complete the Return Request Form, and include it with your parcel.
4. Send the item to our warehouse by courier or drop it off in person. You are responsible for return shipping costs. We strongly recommend using a trackable service — Pupsik cannot advise on delivery status or be held responsible for loss or delays.
5. We will inspect the item within 7 days of receipt and notify you by email whether the return is accepted or rejected.

What will I get as a refund — cash or store credit?

All refunds are issued as store credits only, with no expiry. The credit amount equals what you paid for the item, subject to any return adjustment fee (see below).

Will I get back the full amount I paid?

Not always. If your original order qualified for free shipping (orders S$60+) and the remaining order value falls below S$60 after the return, a Return Adjustment Fee (RAF) will be deducted from your store credit to recover the original shipping cost:

1. If your original order incurred a shipping fee, the full value of the returned items will be refunded (the shipping fee will not be refunded).
2. If your original order was sent with Free Shipping, if the remaining value of the order (after deducting the value of returned items) still exceeds S$60, then the full value of returned items will be deducted. Otherwise, Pupsik Studio will deduct a shipping fee ($20 for bulky items i.e playmats, playyards etc. and $5 for all small items) from the value of the items returned when issuing an in-store credit.

For example, if you purchased a bulky item for $90 in our store and it was shipped to you for free, you will be credited $90 - $20 = $70 (store credit) if you choose to return the item to us.

If you purchase item A ($35) and B ($40) from our store, you will not be changed for the delivery fee on your original order as it is above $60. However, if you choose to return item A ($35) to us, this means that Free Shipping would not apply on your original order. You will get a store credit of $35 - $5 (original shipping fee) = $30.

More information please visit our Return Policy page.

What should I do if I receive a defect?

You need to notify us of any defects within 7 days of receipt of your item by replying to order/shipping confirmation email or by using this contact form.

To speed up processing time, please provide a detailed description and a picture or video highlighting the problem.

Once the defect is confirmed, we will either send you a replacement from our own warehouse or have the supplier contact you directly to exchange.

How to check if Pupsik have received my returns?

You will receive an email once your return has been received and processed at our warehouse.

We encourage all customers to use a trackable delivery service when returning items to our warehouse. This is to facilitate the tracking status of your own returns. Do note that we would not be able to advise on the status of your return, nor be responsible for any delays or loss, if you have chosen a non-trackable mode of return.

We would require 7 days upon receipt of returns before we can issue a store credit for the return to you as we need to check the condition of the item. Do note that we are unable to accept returns if the item is not in the original good condition and packaging.

If you are planning to return an item and require a new item urgently, we would advise you to purchase the new item you want first as the return process may take up to 2 weeks (including delivery and processing time).

Thank you for your patience and understanding!

Do you allow exchanges? 

We do not do direct exchanges but allow returns for a store credit that can then be used to purchase an item of different design/size.

Do note that all returns have to be returned to us in original, undamaged packaging and condition before we can issue a credit to you.

If you would like to return an item to us, please read the Terms & Conditions and follow the instructions found on our Returns Info page.