Q. When will my order arrive?

A. Order processing can take up to 48 hours and shipping time is currently estimated to be around 12 to 24 days. After placing an order, you'll receive an email with tracking details to keep you up-to-date on where your items are!

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

A. We're really sorry about that! Please get in touch and let us know more about what's wrong -- and we'll do our best to set things straight as quickly as possible.

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! Please take a look at our refund and exchange policy for next steps.

Q. I made a large order but I haven't received everything yet.

A. Don't worry - all of your items are on their way! As soon as an item is ready, we'll send it out (even if other items are still being processed and packaged). As a result, you might not receive everything all at once (but rest assured that your entire order is on its way).

Q. How can I track my order?

A. Once you've placed an order, you'll receive an email with tracking details.

Q. Where are you shipping from?

A. Like most retailers, the point of origin differs by product. To keep costs low, many of our products are sent directly from our manufacturing facilities in China and Japan. Other products are shipped from our warehouse in San Diego, California.

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

A. We'll get back to you as soon as possible! You'll often hear back from us within a couple of hours but during particularly high-traffic times, it may be a bit longer.

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. We are strongly committed to the safety and security of your information. Pupperology has no access to your card details. All payments are processed securely by our hosting provider (Shopify), which is a certified Level 1 PCI DSS compliant provider. Further, our entire site is secured using the latest Secure Socket Layer (SSL) encryption technology.

If you have a question which isn't answered here, please email us at hello@pupperology.com. Thank you!