FAQs


Q. When will my order arrive?

A. Processing should take 2-4 days. Shipping vary depends on country. Orders shipped to the US domestically typically arrive within 12-24 days. Shipping internationally could take additional 1 week.

Q. Who ships my items?

A. Your items are delivered by our fulfillment center and will usually reach you via your local postal service like UPS in your location.

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

A. Contact us ASAP with pictures of the shipping damage, if applicable (we recommend Messenger in this case). We will issue you a full refund to your original payment method. You are typically able to keep the product in this case.

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 ship items out in small groups so that you don't get stung at customs, and also to avoid you waiting for items that may take a little longer. 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. Like many retailers, we currently ship from our warehouse in Asia. As a result, we are able to keep our costs low and pass on savings to the customer. That is why sometimes our items take a little longer to arrive at your door.

Q. What does the value indicate on the packaging?

A. Please note that the price on the package is used for custom and tax purposes.

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

A. We will reply latest 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.