FAQs


Q. When will my order arrive?

A. Order processing takes 1-2 business days. Shipping varies depending on where you are in the US. Orders shipped within the continental US typically arrive within 3-5 days.  There are a few unique items on our site with longer ship times.  Shipping time for these items is approx. 12-20 days.   

Q. Who ships my items?

A. Your items are shipped from our fulfillment centers based on suppliers hand selected across the globe.

Q. My order is damaged/missing/incorrect. What do I do?

A. Contact us ASAP with a picture of the shipping damage/item. We will issue you a full refund to your original payment method or ship you a new product immediately.

Q. I don't really like the product. Can I return it?

A. Not a problem! We understand the product may not be perfect for your puppy! See our return policy for details. If you want to start the refund process, please visit the refund page.

Q. I made a large order, but not all the items have arrived yet?

A.  We wanted to get some of you items to you as quickly as possible!  Rest assured, all your items will arrive.

Q. How can I track my order?

A. You can check the Track My Order page, as shipping information will be available in most cases. The page is located at the bottom of the site. 

Q. How can I change my delivery address?

A. As long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Email us your correct address, along with your order number and we will update your details for you. If the order has already been processed and shipped, unfortunately we won't be able to refund you the cost.

Q. Where are you shipping from?

A. Almost all of our items are being shipped to you from our distribution center in the United States some specific items are from abroad!  

 Q. I just contacted you, when will you reply to my question?

A. We reply within 24 hours during normal business days.

Q. Will my data be used by other third parties?

A. No, we value your trust. Your personal details will never be shared or sold to any third party vendors.

Q. How safe is it to place an order on your site, will you have access to my bank details?

A. Your card details are secure, payments are processed through our hosting and store provider (Shopify) which is certified Level 1 PCI DSS compliant.

Pupper & Co. itself does not have access to your card details and your payment, which is processed through Shopify, is later remitted to ourselves.

Alternatively, you can make payment through our additional payment provider Paypal.

 

If you have a question which isn't answered here, please email us at contact@pupperco.com.