PAYMENT

We only accept payment through PayPal, a well-known, trusted, and secure way to make payments over the Internet. Making a payment to us through PayPal is easy. You can use your existing PayPal account or pay by credit card even if you don't have a PayPal account.

If you or your company doesn't have a PayPal account, you can use your credit card to pay the order. Learn more: How to Pay with a Credit Card Using PayPal

Please take a look at our step-by-step guide below.


1. Go to the cart and click the "Checkout" button.
2. Fill the contact information, shipping address, email, and discount code.
3. Choose a shipping method and click "Continue to payment" button.
4. Click the "Complete order" button.
5. After clicking “Complete order”, you will be redirected to PayPal to complete your purchase securely.
6. To pay without creating a PayPal account, scroll down and click on the "Pay with a credit or debit card" button.
7. Select your payment option (credit card or debit card) and fill out the form, then click the "Pay Now" button at the bottom when you’re done.

CANCELLATIONS

As we do our best to get your orders out to you as soon as we can, occasionally, an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed, so please select your items carefully.

If your order has already been marked as shipped, you won't be able to cancel.

SHIPPING & DELIVERY

Unfortunately, we cannot ship to PO Boxes or Military APOs.

It usually takes 3-4 business days. Order verification, quality check, and packaging. Each item on our site has an estimated processing time based on the specific characteristics of the product.

This refers to the time it takes for items to ship from our warehouse to the destination. It usually takes 4-5 business days. However, factors such as delayed logistics, weather, or customs clearance may have an impact on the delivery time.

Our warehouses are located throughout the United States, and we use multiple shipping services from a large network of carrier companies. Shipping times are given per item and are always best estimates.

Depending on where you are, we ship differently. It could be USPS, UPS, DHL, or FedEx. Generally, it takes 4 to 5 business days to arrive. Please note that we do not guarantee exact shipping times.

We offer free delivery on all orders, with no minimum required.

Your order number is sent to you in the Order Confirmation Email after your order is placed successfully. 

Please be sure to check your spam mailbox to see if your email filters have identified the email from our store as spam.

If your tracking number doesn't work or has errors, it could be that your shipping hasn't been picked up yet by the courier or the courier has not scanned it as received.

Please allow at least 24 hours after you've received your tracking number to track your package. This gives the package time to travel from our warehouse to the shipping facility. Sometimes, it could take 48-72 hours to allow the carrier to update the online tracking system's information. We'll do our best to help you keep track your order.

If the tracking information states that your items have been delivered, but you have not received it, please check around your neighborhood in case another home received it by mistake.

The delivery vehicle has GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally and will arrive the following day.

If the parcel does not show up (an extremely rare occasion), please call the shipping carrier and file a claim. You can call the UPS, FedEx, or USPS Hotline to file a claim, or you can do it online. Your package comes insured by the USPS, FedEx, or USPS and they are liable for misdelivered or stolen property in most cases.

If your order has arrived and something is wrong, please make sure you check the items that you have received against the information on your packing slip and/or your Order Confirmation Email.

If the item you ordered is listed correctly on your packing slip and/or Order Confirmation Email, but the item actually delivered is incorrect, Please contact us immediately within 24 hours.

We're sorry if the item in your order that you have received is damaged. Please contact us immediately and provide the following information within 24 hours.

We will instruct you on the next steps.

RETURNS & EXCHANGES

We know that sometimes the product is just not quite the right fit for some people. You can certainly return your product to us for a full refund, provided it is returned within 30 days of your purchase.

The item must be returned in original packaging condition, unused in their original condition with the factory seal and packaging intact.

If your return item arrives without original packaging or is deemed unfit by our inspection team for any reason, we reserve the right to deny your refund.

Our Customer Service Team will then ask a few mandatory questions regarding your return in order to avoid people taking advantage of our system.

You will be responsible for the 2-way shipping cost of the order.

Please keep in mind that defective goods (those with factory defects, missing parts, or other problems originating prior to shipment) are handled differently than damaged goods (which are damaged in shipping). We work closely with our suppliers to ensure that quality production and inspection procedures are in place, but sometimes defects do occur. We work with you to resolve these issues, but you must report any product defect within 72 hours of receiving your order.

We are working hard behind the scenes to get the product in and out of our fulfillment centers. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can act on either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

The refund is issued to the original payment method.

OTHER QUESTIONS

Once you have placed an order, you will normally receive your email confirming your order within a few hours.

Sometimes, the confirmation emails were marked as spam or completely blocked. Be sure to check your spam folder for emails about your order.

If after this time, you have not received your confirmation, it may be that your order has failed to process, or that the email address used on your order was incorrect. Please contact us so we can check that everything is fine with your order.

We can only accept orders placed through the website. If you’re having trouble accessing the site for any reason, please reach out to us here and we’ll do our best to help.

With a coupon, you're able to get a discount when you purchase products through our store. 

- Cannot be applied after you've placed an order. 

- Cannot be combined with other promotions, offers or discounts. If more than one promotion or discount offer applies to your order, we'll use the one with the greatest discount.

Customer support

Phone: +1 (323) 940-7772
Email: cs@puppiego.com

Send a message

Just leave a message and we'll respond within 24 hours.