HOW QUICKLY CAN YOU ANSWER MY QUESTION?
Hey there! We’re so glad you reached out to us! Just a quick note to let you know that we respond to messages and emails in the order they come in. Our team is dedicated to getting back to you as quickly as we can, and we typically aim to reply within 24 hours. Your questions and concerns are important to us, and we appreciate your patience while we work to ensure that every message receives the attention it deserves. Thanks for connecting with us, and we look forward to chatting soon!
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Thanks for your order! Just a quick note: our awesome warehouse team works really fast, packing and shipping orders within 24 hours. Because of that, we might not always be able to accommodate address change requests. If you spot an error, please reach out to us right away with your name and order number. We’ll do our best to make any corrections before your package heads out. While we can’t guarantee it once it leaves our warehouse, we promise to do everything we can to help you out. Thanks for understanding!
HOW LONG IS THE PROCESSING PERIOD?
We want to let you know that our order processing times are typically between 1 to 3 business days after you place your order. Most packages are ready to go within 24 hours, but if our warehouse is a bit busy, it might take up to 3 business days. Thanks for your understanding, and we can’t wait for you to receive your order!
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 1~2 business days after your order is placed, and you will receive an email with the tracking number soon after. E-Packet is our primary carrier for U.S customers and for customers in countries/regions such as Canada, Europe, UK, Australia, New Zealand etc. Depending on where you live, packages are delivered within 5~25 days from the date of shipment.
WILL MY ORDER COME IN ONE PACKAGE?
Just a heads up! If you have a larger order, you might receive your items in separate packages, and they could arrive 1 to 2 business days apart. We appreciate your understanding!
OUT OF STOCK/BACKORDERED ITEMS:
We know we're popular, so if any of your items happen to be out of stock, don’t worry—we’ll send you an email to keep you updated on when we expect to ship them out. If it looks like it’ll take longer than 2 weeks to restock, we’ll go ahead and issue a refund for those items automatically. Thanks for your understanding!
DO YOU SHIP INTERNATIONALLY?
We love our international PUPS! We ship internationally and to almost all countries. You will receive your shipment 5-25 days after the order is shipped. All orders are shipped out within 1 or 2 days.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We're truly sorry to hear that your shipment didn't arrive in perfect condition! We understand how important it is for your order to meet your expectations, and we want to make things right for you. Please don't hesitate to reach out to us with your name and order number. Our team is here to assist you, and we'll be more than happy to help resolve this issue to your satisfaction. Thank you for giving us the opportunity to make it right!
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always here to help, press the Contact Us link at the top of this page.
WHY ISN'T MY TRACKING NUMBER WORKING?
Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
All domestic (U.S) delivery issues become the responsibility of USPS once it’s been shipped from our warehouse or suppliers. You can contact USPS at (800) 275-8777 to locate your package at your local post office.
