SHIPPING
Australia
Canada
Hong Kong SAR
Japan
Macau SAR
Malaysia
New Zealand
Norway
Philippines
Singapore
South Korea
Switzerland
Taiwan
Thailand
United Kingdom
United States
By placing an order you agree to the 2-3 business days processing time. If your order contains a pre-order item, it will be shipped when that item is in stock.
We ship Monday-Friday. We do not ship on non-business days or public holidays.
We ship Monday-Friday. We do not ship on non-business days or public holidays.
Delivery time within the US is 4~7 business days. Only for certain remote zip codes in the US, delivery can take up to 20 days. You will be notified of this at checkout if your zip code falls in the remote category.
Delivery time to all other countries is typically 5-12 days, barring unforeseen circumstances.
Please reach out to us at info@pupsandbubs.com if you do not receive your order 14 days after tracking info is provided. Please note that any shipping delays caused by local custom processing is not within our control.
Shipping cost is calculated at checkout, based on product weight & dimensions.
Orders below USD$45 are subjected to premium shipping rates.
Orders within the US are shipped via USPS / UPS. All orders within the US will require a signature to receive.
Orders outside of the US are shipped via Fedex / UPS / other courier providers.
Every order comes with a tracking number. You will receive an email notification with the tracking number as soon as the order ships.
Duties are import taxes stipulated by your government, and will vary depending on the country you are in. We have no control over the amount of duties a customer pays. It is the responsibility of the customer to pay any local import duties.
Some governments will charge a "brokerage fee" on top of duties if your parcel is selected for random inspection. When that happens, the duties could be higher than usual. It is the customer's responsibility to pay the full custom fees. Failure to do so will result in the parcel being returned to us, and we will have to deduct the actual shipping fee for both ways + customs fees from your paid amount.
All US deliveries require a signature to receive. Returned parcels due to failure to receive will result in an automatic cancellation of the order, shipping fee is non-refundable. There will also be an USD$8 restocking fee.
RETURN & EXCHANGE
We have a 7 day return policy for orders shipped within the US.
- All returned items must be in new condition, unused and unworn, with the hangtag and label intact.
- Returned items must be sent back in its original zip lock / self adhesive packaging.
- Shipping fees are not refundable. Customers are responsible for the return shipping fees.
- All returned items are subjected to a USD$8 restocking fee.
- Returned parcels must have a tracking number. This is for the protection of both parties, so that you’ll also know when we receive the return.
To start a return, you should first contact us at info@pupsandbubs.com with 'RETURN' and your order number as the subject line, and describe the reasons for a return. If your return request is accepted, we will send you instructions on how and where to send your package. Items sent back to us without request will not be accepted.
Once your returned item is received, you will receive an email notification within 5 business days, and your funds will be returned to the original form of payment.
We do not accept returns / request for refund for orders placed by mistake, or for any other personal reasons.
To avoid paying additional shipping + restocking fees, we highly encourage customers to check the dimensions carefully before purchase. All of our items have size charts / dimensions listed clearly on the product page. When purchasing a pet carrier, it is crucial to measure your pup and cross check their measurements with our product dimensions. Please do not use weight as the only guidance.
To be eligible for a return, your item must be in the original condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need to include a printed order confirmation or proof of purchase. If the hang tags are detached from the product, exchanges or returns will not be processed.
✦ Sale items or gift cards are non-refundable.
✦ For sanitary purposes, WEAR & PLAY items are not refundable
We quality check all of our products prior to shipment, but sometimes a few bad apples can still slip through the cracks! If you ever receive a faulty item, please reach out to us at info@pupsandbubs.com within 3 days of receiving your order, and include photographs + videos showing the quality issue.
Once we verify your claim, you will be entitled to a free replacement / exchange / refund to your original form of payment.
The verification usually takes approx. 3 business days to complete, please be patient while we process your claim.
You can cancel your order as long as the courier pick up has not been arranged. Once we submit an order to the courier, the shipping fees are paid and cannot be refunded, therefore order cancellations are not accepted once courier is arranged.
We don't currently offer exchanges. To exchange a product, you will first have to return your previous order and place a new one.