FAQs

FAQ

Q: How long can I expect it to take to receive my order?

Orders are processed for shipping daily. For standard shipping Metropolitan areas, orders are typically received within 3-7 business days depending on the contents of your order and location. For Regional customers, it may take up to 7-10 business days.

Q: Can I change, cancel or update my order after purchasing?

Orders can only be changed, updated, or cancelled within one hour of purchase. After this, the order cannot be amended as it will be processed. To do this, please email us through the "contact us" tab on our website

Q: What payment methods do you accept?

We accept all major payment cards (visa, mastercard, ect) as well as PayPal, ShopPay, ApplePay, and Google Pay.

Q: How do I track my order?

Use our "track order" page and enter your email or tracking number.

tracking is available 2-4 days after dispatch

Q: Why hasn't my tracking updated yet?

Tracking may take 2-4 days after the courier has received your order. This is expected.

Q: What dog breeds and sizes are your products suitable for?

Our products are typically universal for all breeds and sizes of dogs unless stated otherwise in the product description. For Size-Based products such as the summer cooling mat, the small size will cater to smaller sized dogs while the larger sizes are designed for medium-large breeds, however these can be used for smaller dogs as well for extra laying space.

Q: How do I wash my PupsUp product?

All products can be rinsed under soap and warm water, while our Puzzle Bowl can also be washed safely in your dishwasher.

Q: Do you offer refunds for change of mind?

No, we do not accept refunds in circumstances where the customer has changed their mind but there is no fault or defect.

Q: Do you accept returns?

Yes, we accept returns for store credit or replacement within 30 days of purchase. The item must be unused and in original packaging and in the condition it was dispatched in.

Q: What if my item arrives damaged or faulty?

Faulty items are eligible for a free replacement or credit. Contact us via email with 48 hours of delivery with a clear description and photos of the faulty product.

Q: How can i contact support?

You can contact us via email or in the "contact us" tab on our website. Our email is:

pupsupaccessories@outlook.com