Frequently Asked Questions:
When will my order arrive?
Our products are shipped from USA, which means that a FREE PREMIUM EXPRESS SHIPPING is available for all our US customers, carried out by the reliable US carriers UPS (around 5-7 days) or USPS (around 4-13 days) ! Some of our best-sellers products are shipped exclusively in the UNITED STATES.
For the rest of our customers Worldwide, we cut out the middle man so we can pass the best price on to you. Worldwide Shipping time is typically dependent on how long customs takes, which can vary from country to country. Therefore, Worldwide orders can take from 3 to 4.5 weeks (generally around 25-35 days) once dispatched for the items to reach you, though we've been seeing much quicker shipping times recently.
We offer you a Money Back Guarantee or your order resent, if your item is not with you after 16 business days from dispatch for US customers or 40 business days from dispatch for Worldwide customers .
We urge you to please allow this time before contacting us.
Has my order been dispatched yet?
Orders are generally dispatched within 1-4 working days, sometimes sooner. You will receive a dispatched email when your order has been dispatched, please check your SPAM/Junk box just in case it slips in there. If you cannot find your dispatch email or think you may have deleted it, contact us on email@example.com and we can give you real time information on whether your order has been dispatched or not.
My item arrived broken or damaged what can I do?
Our customer's satisfaction is our ultimate priority in Pupiplace, so if your product arrives damaged for any reason, we offer you a Money Back Guarantee or your order will be resent to your personal address. Just take please some photos of the damaged pet product and send them to us at: firstname.lastname@example.org. Our friendly customer support team will be happy to fix you this.
Just consider dear customer that we are not responsible for any damages to boxes, cases or other packaging. We always make sure we sufficiently protect the product. However, it's the carriers responsibility to handle them with care, we have no control over this.
Tough, you can rest assured that we work with the most reliable carriers in the world in the USA and beyond that we really trust, thus some issues like this are very rare and may never happen ! We offer you a Money Back Guarantee as a precaution for your ultimate satisfaction.
I ordered 2 or more items, why did I only receive one?
When you order multiple items at a time they might be shipped separately as products are shipped from different warehouses that we own. You may receive one item before the next. So don't panic if you don't receive all of your items at once... they will get to you!
I need to cancel or change my order how do I this this?
We always try our best to cancel your order, however if your order has already been shipped or processed then we cannot cancel your order. If you would still like to cancel for a refund then a 30% cancellation fee will be applicable. We will refund this 30% when your order arrives and you decide to keep it or when the item is returned back to us, simply email us to confirm the receipt of the item and your decision.
If you would like to change your order then please do contact us ASAP. We will try our best to accommodate any changes providing your order hasn't already been shipped. If your order has been shipped then we will not be able to change the order but we always welcome a return if you would like to.
My order is still not here please help?
Firstly, please do not worry it is on it's way. If from dispatch, you order has taken longer than 16 days for US customers or more than 40 days for Worldwide customers then please contact us and our friendly customer team will be happy to look into it for you. We just urge you to allow this time before contacting us.
We offer you a Money Back Guarantee or will have your order resent for any issues, so you can stay quiet and relaxed while our team takes care of your orders.
I put the wrong address for my order, can I change it?
If you have put in the incorrect delivery address on your order then please contact as ASAP. If your order hasn't been shipped or processed then we can update your delivery address no problem. If the order has been shipped or processed then unfortunately there is nothing we can do.
Why did I not receive a confirmation email after placing the order?
There's a good chance that our email has ended up in your SPAM/JUNK folder so please do check there. If you would still cannot find it and would like it resent then please do let us know.
I was charged more than what the product was advertised?
All of our products are processed in USD. The price may be shown in your local currency when browsing but once you checkout in will revert into USD. Any additional charges you may see on your bank statement will be applied by your bank due to conversion fees and not us. Also, any import/customs duty or VAT is liable with you (the customer) and not us (PupiPlace).
I don't have a tracking number, when will I get it?
When your receive your dispatched email it will be in there most of the time, if not you can email us on email@example.com for an update on your tracking. Please allow 1-3 days for your tracking to update on the system from the carriers. You can use your tracking number on the "ORDER TRACKING'' Button that we will send to your email.
What are the payment options available?
We accept solely '' PayPal payments '' in our online pet store as we inspire to have the most reliable payment solution for our dear customers in order to enhance and secure their payment experience in our website. If your '' Secure Paypal Payment '' was declined then please do not worry, simply contact us and we will advise you.
If you don't have a Paypal account yet and still want to pay with your credit/debit card, you can create a Paypal account in a couple of minutes and complete your purchase with your secure Paypal account with the funds of your credit/debit card, as follows:
A- Sign up in https://www.paypal.com/ with just an email address and password.
B- Securely add your credit/debit cards.
C- Use the PayPal button in our product page to check out and complete your purchase with your secure paypal account with just an email address and password.
Why we chose Paypal as the most reliable payment processor for our customers ?1) Safer and protected:
Shop with peace of mind. Paypal never share your full financial information with sellers. And PayPal Buyer Protection covers your eligible purchases if they don’t show up or match their description.2) Simple and convenient:
Pay your physical and digital pet products in our store with your PayPal password and skip entering your financial information. Or pay even faster with One Touch™, stay logged in and check out without entering your password. Plus, rest assured knowing Buyer Protection is available for your eligible purchases.3) Across devices, worldwide
With just one account, you can shop our pet products using any of your devices with the PayPal app.4) Mostly free, always upfront
It’s free to open a PayPal account and buy using PayPal in our store in the US currency, unless it involves a currency conversion. There may be fees for other transactions.
What are your shipping costs and do you provide international shipping?
We have the pleasure to announce you that all our customers overseas enjoy our Premium Free Shipping Policy worldwide !
YES - We Ship WORLDWIDE and without ANY SHIPPING COSTS. In the USA or WHEREVER you are in the world we will get your order to you ! All the shipping costs are fully supported by us, yet our prices are the lowest in the pet industry.
Before contacting us about your pet supplies shipping queries, please take your time to read through our FAQs which may provide the answer to your questions. If you cannot find your answer and want to get in touch then please email our customer support: firstname.lastname@example.org