Shipping policy

PROCESSING TIME:
Once you place your order, the team at The Pupy quickly gets to work on packing and processing your package. Most orders are processed within 2-3 business days. Orders placed before 5 PM EST on business days are often processed the same day (there is no guarantee that your order will be shipped out the same day.), while those placed after 5 PM EST or on weekends and holidays are processed within the specified timeframe.

SHIPPING TIMES: (Estimated Delivery Time)

United States: 3-5 business days via standard shipping.
Canada: 5-9 business days via standard shipping.
United Kingdom: 7-12 business days via standard shipping.
Australia: 7-12 business days via standard shipping.
New Zealand: 7-12 business days via standard shipping.
International: 7-15 business days via standard shipping.

PLEASE NOTE: Shipping times DO NOT include the 2-3 Business Day Processing Times.

We currently can't deliver to a handful of destinations, including India, Pakistan, Bangladesh, Nigeria, Ghana, and Kenya. We're trying to open new markets one at a time, so this list changes as we grow. If you'd like us to let you know the moment we ship to yours, email support@thepupy.store with your country in the subject line — we keep a list and we do actually use it.

ADDITIONAL INFORMATION:
Shipping times are approximate and may vary depending on location, customs delays, and other factors outside of our control. Customers will receive a tracking number via email once their order is shipped to monitor their shipment's progress.
Please note that for international orders, customers are responsible for any customs and import taxes that may apply. Shipping times can also in some cases be delayed due to factors outside of our control, such as:

  • IR Disputes/Strikes
  • Weather Conditions
  • Time of Year (e.g. Holiday Seasons)
  • Large and/or Bulky Items
  • Error on the Shipping Providers side

We are not responsible for delays due to customs. Should any of the above scenarios occur with your package, we promise to keep you well informed to the best of our ability.

Shipping availability may vary by destination. If we're unable to ship to your country, your order will not be processed and any payment will be fully refunded.

SHOPPING/SHIPPING GUARANTEE

We're committed to our customers, which is why we make the following promise:

If your item(s) don't arrive within the following time frames, We will send you a free replacement or refund you the full amount :

USA: 40 days
Canada: 40 days
Australia: 60 days
New Zealand: 60 days
United Kingdom: 60 days
Rest of the world: 90 days

CANCELING AN ORDER
Once an order is placed, we will not be able to cancel it once processed and fulfilled (In some situations this may be minutes after an order is placed). Please contact us at support@thepupy.store or Whatsapp: +1 406 605 8582 ASAP if you would like to cancel an order. We will do our absolute best.

If you placed an order after 5:30pm EST (Monday - Friday), we may not be able to Cancel Your Order or Change Your Address if the order is fulfilled.

UNCLAIMED ORDERS
We are not responsible for any packages returned to us as refused, unclaimed, undeliverable, or because of incorrect or insufficient address.

If you notice an incorrect or insufficient address after receiving the confirmation email, please notify us at support@thepupy.store or Whatsapp: +1 406 605 8582 ASAP with the updated details and order number.

Once we process the order we are unable to change the address and we are not to be held responsible for an incorrect or insufficient address entered by the customer.

TRACKING NUMBER
After placing your order, you will receive an Order Confirmation Email containing your order number and tracking number (Check email inbox, spam, and promotions folders).

You can expect between 3-5 business days before your tracking information updates.

HOLIDAY SEASON
During the holiday months of October, November, and December, we begin experiencing high order volume.

Please note: A few times throughout the year, we experience unexpected surges in order volume — not just during the holiday season, but at various points when demand for our products increases significantly.

We constantly strive to exceed expectations and maintain the same level of care with every order. With that said, shipping times may occasionally take longer than usual during these periods. We appreciate your patience — the wait is well worth it!

If you have any questions or concerns during this time, please don’t hesitate to reach out at support@thepupy.store or Whatsapp: +1 406 605 8582 and we will answer as soon as we can!