Refund and Return Policy

Last updated: August 20, 2026

Return Window

We accept return requests within 30 days after the order is delivered.

Eligibility

To be eligible for a return, an item must be unused, undamaged, and in its original packaging. The customer must provide the order number or other proof of purchase.

How to Start a Return

Email support@xixipup.com before sending an item. Include your order number, the reason for the return, and photographs or video when the item is damaged, defective, or incorrect.

After reviewing the request, we will provide return instructions and the correct U.S. return-center address. Approved returns may be assigned to a return center in New Jersey, California, or Georgia depending on the product, order, and return-center availability.

Do not send returns to the registered business address or to an address shown on a shipping label without approval. Items sent without authorization may be delayed or may not be accepted.

Return Shipping Costs

For change-of-mind returns, ordering the wrong size, or other non-quality-related returns, the customer is responsible for return shipping costs.

If an item arrives damaged, defective, or incorrect because of our error, XIXIPUP will cover reasonable return shipping costs or provide another appropriate resolution.

Damaged, Defective, or Incorrect Items

Inspect the order after delivery and contact us as soon as possible if there is a problem. Include the order number and clear photographs or video so we can review the claim.

Non-returnable Items

For hygiene and safety reasons, used pet products, chewed products, personalized products, gift cards, and items damaged through misuse or normal wear cannot be returned unless the item was defective when delivered.

Order Cancellations

Contact us as soon as possible if you need to cancel an order. We cannot guarantee cancellation after an order has been processed or shipped.

Refunds

After an approved return is received and inspected, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method within 5 business days after inspection. The bank or card provider may need additional time to post the refund.

Original shipping charges are non-refundable unless the return results from a damaged, defective, or incorrect item.

Exchanges

Contact support@xixipup.com to request an exchange. If approved, we will provide the applicable instructions.

Contact

Legal business name: CHENJIANGTEW LLC
Store brand: XIXIPUP
Email: support@xixipup.com
Phone and WhatsApp: +86 176 2169 7130