Delivery & Refund

How much time would delivery take?

This product is uniquely designed just based on your requirements. Since it's a highly customized just for you, it takes up to 2-3 weeks for us to confirm the order, clear the queries, design as per the requirement, print it and perform the quality check. As soon as the quality check is done, we ship it and it will be on your way with the premium shipping service provider. It takes 3-4 working days for the package to reach you. We request you to be as detailed as possible while giving the information so that further delay can be avoided. 

Refund Policy

Since, the nature of the products is customized, we start the design as soon as the order is received by us. Full refunds are made when the customer cancels the order within 24 hours of placing it. Full refunds are made when the customer cancels the order within 24 hours of placing it. The refunds are processed within 6 - 96 hours.

If after delivery, the customer reports that there is any issue with the product, we make a replacement for the same on high priority..

How do I know about the shipping status of my order?

As soon as your order is shipped, we would notify you via a confirmation email which would contain your tracking number.

How can I track the order placed by me?

You can track your order status using the tracking number sent to you in the confirmation mail. You can also look for the order status in the ‘My Orders’ section once you login on our website. It might take 24 hours for the tracking number to be active so that you are able to track the order.

What should I do when the item received by me is not upto the quality or faulty?

If it happens that you have received a faulty or incorrect item, then please write to us at hello@pupnpaws.com 

Tax & Duty

Please note that recipients outside the EU will be responsible for any import duties, clearance or brokerage fees and handling charges. Any customs duties are charged once the parcel reaches its destination country and must be paid by the recipient of the parcel. Unfortunately we have no control over these charges nor can we advise on the cost. Please contact your local customs authority in order to determine this.

VAT

Our prices for customers ordering from outside the EU will automatically be adjusted at the checkout to not include VAT.

RETURNS

The return policy at PupnPaws allows the user to return the products within 14 days in the condition they were sold in. However, you need to notify us by email within 7 working days of you receiving the order. We will refund the complete payment upon receiving the products back in the condition it was sold. Also, the return would be accepted only in the case of error, provided the products have not been used and are in the same condition they were sold into. Your payment may take up to 48 hours to show up in your account but it may take longer during busy periods such as Christmas. Please notify us by email in any such case at hello@pupnpaws.com . Since, these are customised products, we accept returns only when the fault is from our end. We make replacement in those cases.

How can I return my order?

To return an order, please use a secure and insured delivery service. We will remit the cost for postage only after we have received the order and it has been confirmed as faulty. We urge you to use the product with utmost care and return it in its original packing.

Why do I have to use a courier service?

You should return your items via a secure and insured delivery service as we cannot accept responsibility for goods not received. We recommend you keep your tracking number until your refund or exchange has been processed.

How do I return an item/items from my order?

The return must include the receipt of purchase. Return the products by posting the package at your local Post Office or courier. You are responsible for proving that the articles have been returned.

What is the order cancellation policy?

Order cancellation to be done within 24 hours of placing the order. Post that the order gets processed and goes for design and production.

I have cancelled the order. How long should I wait for the refund?

We process the refunds within 24- 96 hours. 

On Time Delivery

on all orders

Easy Replacements

Within 7 days

Safe & Secure payment

256-bit secure encryption

Customer Support

24x7 online

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2035 Sunset Lake - Newark - 19702 DE - USA
support@pupnpaws.com