Refund policy

Last updated: October 31, 2026

Returns

You can ask to return an item within 30 days after you receive it. Personalized and made-to-order items have their own rules, explained below.

To be returned, the item must be unused, in the same condition you received it, and in its original packaging. Please keep your receipt or order number.

To start a return, email us at support@fairsprout.com with your order number and the reason. Please do not send items back before you contact us — we will tell you where to send it. Return addresses can be different from where the order shipped from.

If you changed your mind, you pay the return shipping. If the item is damaged, faulty, or not what you ordered, we pay.

Damaged, faulty or wrong item

Please check your order when it arrives. If an item is damaged, faulty, or not what you ordered, email us within 30 days of delivery with your order number and a photo. We will fix it with a replacement or a refund. You do not need to pay return shipping in this case.

Filter plan boxes (TabbyTap™ and PupTap™)

  • A filter box that was charged but hasn't shipped yet: email us and we cancel and refund it in full.
  • Unopened filter boxes can be returned within 30 days after you receive them, like other items.
  • If you return a TabbyTap or PupTap fountain, we also cancel its filter plan, so you won't be charged again.
  • Cancelling the filter plan never affects your right to return the fountain within 30 days.

Personalized and made-to-order items

Personalized items (with names, text or your photo) and other made-to-order items are printed just for you, so we can't resell them.

  • No returns or exchanges if you changed your mind, chose the wrong size or color, or typed a name or text with a mistake. We print exactly what you enter, so please check spelling, size and photo before you order.
  • Changes and cancellations: email us within 12 hours after you order. After your item goes to print, we can't change or cancel it.
  • Damaged, misprinted or wrong item: if your item arrives damaged, has a printing or production mistake, or is not what you ordered, email us within 30 days of delivery with your order number and a photo. We will send a free replacement or give a full refund. You don't need to send the item back.
  • Your photo: a small or blurry photo can print blurry. If your photo looks too small, we email you before we print. A blurry print from a photo you chose to keep is not a defect.
  • Small differences are normal for printed items: the print can sit up to about ½ inch from the spot shown, the size can differ from the size chart by less than 1 inch, and colors can look a little different from your screen.

Lost parcels

If your parcel is lost in transit (tracking shows no delivery and the carrier confirms it is lost), we will send a replacement or give a refund.

Items we cannot accept back

Gift cards, and personalized or made-to-order items (unless they are damaged, faulty or not what you ordered, as explained above).

Exchanges

The fastest way to get a different item is to return the one you have and, after the return is accepted, buy the new item.

Refunds

After we receive and check your return, we email you to say if the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card company may need extra time to show the refund.

If more than 15 business days have passed since we approved your refund and you still do not see it, please email us at support@fairsprout.com.

We don't charge restocking fees. You can ask us for a written copy of this refund policy at support@fairsprout.com.

Contact

Address: 13042 Hunters Ridge St, San Antonio TX 78230, United States

Phone: +1 210-415-8586

Email: support@fairsprout.com

Please do not mail returns to this address. Email us first and we will tell you where to send the item.