Refund policy

THIS POLICY IS EFFECTIVE FOR ALL PURCHASES MADE ON AND AFTER May 28, 2025.

Returns Policy

If you are not completely satisfied with a Eva purchase or gift for any reason, Eva welcomes you to return new or gently used products for a full refund to your original method of payment if returned within 30 days of purchase, in most cases. Dog food items excluded. In order to complete the return, you must have a proof of purchase. Any open dog food item is only eligible for exchange or return for store credit. You must have the original packaging in order to exchange or return dog food items for store credit.

Please review our return, refund, and exchange policies below for purchases made on Evapup.com, and purchases made in Eva stores. Products must be returned in new or gently used condition. Eva monitors return activity for abuse and reserves the right to limit returns or exchanges at Eva in all instances. Pack Privé points and spend associated with all refunds will be removed when the transaction is processed. All returns are subject to validation and approval at Eva’s discretion. If a return is not approved by Eva for any reason, the item may not be returned to you. We may ask you for a driver’s license or government ID to verify your identity.

Evapup.com Purchases

Evapup.com purchases can be easily returned for FREE (no return shipping or handling fees) to any of our Eva locations for fast processing or by mail if you use our pre-paid return shipping label (follow the return procedures described below). We regret that we are unable to refund your original shipping charges, if applicable, unless the return was a result of our error. Please allow 30 days for your return to be processed if sent by mail. You will receive an email confirmation once your return has been processed. Your financial institution may take longer to reflect the transaction.

Returns by mail

Items purchased on Evapup.com may not be returned by mail or in stores and will not be refunded more than 30 days after the purchase date.

Items shipped to Eva outside of the returns window, not in new or gently used condition, without an Eva original packing slip, or not purchased at Eva, may not be credited back or returned to you.

We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company.

Eva is unable to offer exchanges by mail for purchases on Evapup.com or Eva items purchased on third-party marketplaces; however, we are happy to exchange your new or gently used product in any of our store locations within 30 days of purchase.

* If you paid with Klarna or Afterpay, and Eva receives your new or gently used item within 30 days of purchase, you will receive a full refund to your Klarna or Afterpay account and the amount and length of your payment plan will be adjusted accordingly.

Returns in Store

If there is a discrepancy between the return policy and procedures printed on the Eva original packing slip and the information provided above, the information provided above governs the return of your Evapup.com purchase.

* If you paid with Klarna or Afterpay, and Eva receives your new or gently used item within 30 days of purchase, the purchase price will be refunded to a credit or debit card of your choice. This refund will NOT be applied to your Klarna or Afterpay account and you MUST continue to make payments to Klarna or Afterpay per the original agreement.

For new or gently used items returned in an Eva store, please provide any of the following: an original packing slip, Evapup.com Order or Shipping Confirmation email, the Evapup.com order on your mobile device or your Eva Pup membership information. Your return will be processed in accordance with this refund and exchange policy. Any products not verifiable within our system will be ineligible for a refund, exchange, or credit.

Online Purchase Return Procedures

Here are two easy ways to return your item from Evapup.com or a third-party marketplace order*:

1. Evapup.com Returns by Mail

▸ Click here to start or track a return

• Using the link above indicate which items will be returned and the reason for each return.*

• No packing slip is needed if the Prepaid Return Label is used.

• Package your return item in the manufacturer's product box and Eva packaging (if available). Otherwise, pack your return in a well-padded envelope or box to prevent damage in transit.

• Print the Prepaid Return Label or request a printerless FedEx Mobile Return Code (if available) from the link above.

• Drop off the package at one of the specified FedEx locations.*

• Track your return using the link above.

• You will receive an email confirmation when your return is processed.

It takes up to 30 days to process returns and credit your account or to issue an online store credit. Please note that your financial institution may take longer to reflect the transaction.

* Items purchased at Eva stores, Buy Online Pickup in Store purchases, Same-Day Delivery orders cannot be returned by mail.

2. Evapup.com Returns to Store Location

Visit any free standing Eva store to return an item purchased from Evapup.com or third-party marketplace within 30 days of purchase. Please bring any of the following: an original packing slip, Evapup.com Order or Shipping Confirmation email, the Evapup.com order on your mobile device, your Eva Pup membership information. Additionally, please bring the debit or credit card you used to place your order. Returns made within 30 days will be refunded to the credit or debit card of your choice. 

Gift Returns

If you are returning an Eva gift that you received by mail and do not want the refund to go to the purchaser, please visit your local Eva store for assistance with an exchange or a merchandise credit. Please bring any of the following: an original packing slip, Evapup.com Order or Shipping Confirmation email, or Gift Receipt email. Do not make a return by mail. 

You can always contact us for any return question at support@evapup.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on gift cards.