Bringing home a new puppy should be a joyous milestone. Discovering that your puppy is sick, missing promised registration papers, or that a seller isn't honoring a contract can be overwhelming, stressful, and heartbreaking. If you are facing an unexpected issue after a purchase, we are here to help you understand your immediate options and how to navigate next steps.
1. Prioritize Your Puppy's Health Immediately
If your puppy is showing any signs of illness, take them to a licensed veterinarian right away for proper medical care.
Your puppy's health, safety, and well-being must come first. Do not delay medical treatment while waiting for a response from a seller or our support team. Additionally, most state consumer protection laws and seller health guarantees require a veterinary exam within 48 hours of purchase to remain valid.
2. Gather and Preserve All Documentation
Before reaching out to the seller or taking formal steps, gather every piece of documentation related to your purchase:
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Take Screenshots of Your Conversation: While we always require using our Message Center for safety, please note that if a user deletes their account, their conversation history is permanently removed from our system. Take screenshots of your entire Message Center conversation immediately so you have lasting proof of everything discussed.
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Save Listing Details: Take screenshots of the original listing, including photos, listed price, health guarantee claims, and breeder details.
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Collect Paperwork & Receipts: Gather your signed written contract or bill of sale, payment receipts, veterinary diagnosis notes, medical bills, and vaccine records.
3. What Puppies.com Can and Cannot Do
To set clear expectations during a difficult situation, it helps to understand our legal role as a classifieds platform:
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What We Cannot Do:
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Issue Refunds or Cover Vet Bills: Puppies.com functions solely as an advertising venue connecting buyers and sellers. We do not hold money in escrow, process payments between users, or manage transaction funds. Any financial refund or payment must come directly from the seller.
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Enforce Contracts or Force Actions: We are not a legal authority or court. We cannot legally compel a seller to pay medical bills, issue refunds, or deliver missing registration papers.
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Act as a Dispute Mediator: We cannot arbitrate disagreements between buyers and sellers regarding private transactions which took place outside of the site.
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What We Can Do:
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Investigate Terms of Service Violations: If a seller violated our Terms of Service, our team will review the account and take appropriate action, up to and including permanent account suspension.
- Note: a majority of this article refers to situations where you did receive a dog, but the purchase wasn't matching agreed-upon expectations (i.e. the dog was sick or in poor health, registration papers weren't provided, etc.). If you did not receive the dog you purchased and you feel the listing is a scam, please report the listing to bring it to our attention for review.
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4. Steps You Can Take to Resolve the Issue
Contact the Seller Directly
Reach out to the seller calmly with your vet records or documentation in hand. Many conscientious breeders genuinely care about their animals and will work with you to fulfill health guarantees, provide missing paperwork, or offer solutions outlined in your contract.
Check "Puppy Lemon Laws" & Legal Remedies
Many states have specific pet purchaser protection legislation (often called Puppy Lemon Laws) that give buyers legal recourse if a puppy is diagnosed with a severe health condition shortly after purchase.
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Because animal welfare and consumer protection laws vary significantly from state to state, you will need to research the specific laws in your state and the seller's state.
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If a seller signed a contract and refuses to abide by its terms, you may also consider consulting a legal professional or pursuing recovery through small claims court.
Leave a Seller Testimonial
Sharing your honest feedback helps keep our community safe and transparent. If you communicated with the seller through our Message Center, you may be eligible to post a review. Read our guides on About Testimonial Eligibility and Community Standards to confirm eligibility rules.
Report Terms of Service Violations to Support
If you believe the seller engaged in fraud or violated our platform rules, email details and your preserved screenshots to [email protected]. While we cannot recover funds, we take policy enforcement very seriously to protect future buyers. We'll be happy to review the account for Terms of Service violations.
Looking for guidance on future purchases?
Read our pre-purchase companion guide, Buyer Tips, to learn how to verify seller credentials, safely handle payments, and inspect contracts before sending money.
Still Have Questions? If so, our Support Team is here to help! Please don’t hesitate to contact us through our Contact Page (or email us directly at [email protected]) and we’ll be happy to assist.
