FAQ

Please visit our FAQ section here to get more information about the Pup Jet!

If your order has already shipped, you can track it with the tracking number here. You can find the tracking number in the order confirmation email.

If your order is still being processed, you will receive a tracking number and shipment confirmation as soon as the order is shipped.

We do not offer tracking for free items.

The order confirmation is automatically sent to your email address after you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch with us at hello@thepupjet.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

You can request a change to your order such as the color or size within 24 hours of receiving the email confirmation. Just write a message at hello@thepujet.com and include your order number.

If the specified time period was exceeded, the order is unfortunately no longer changeable.

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via hello@thepupjet.com, we may be able to cancel your order before it’s processed. If not, we’ll dispatch your order and then you can return it to us if you wish upon receiving it.

You can request a cancellation of your order within 24 hours after receiving the email confirmation. Please provide your order number and the reason for the cancellation.

Your order will be processed and shipped out within 1 business day.

Total delivery time is currently 3-9 business days. This also depends on your location and the opening hours of your local post office.

If you have not received your order within the specified time period, please contact our support and include your order number. Our amazing 24/7 customer support will be happy to help!

Orders will usually be processed and shipped within 1 business day.

If your order has not been shipped within the specified time period, please contact our support and also provide your order number.

Currently, we only ship within the USA. We are actively working on expanding into Canada, United Kingdom, Australia and New Zealand, so stay tuned!

If you have entered an incorrect shipping address, you can change it within 24 hours after receiving the order confirmation. Please contact our support at hello@thepupjet.com and provide the order number as well as the new shipping address.

Unfortunately, it is not possible to change your billing address after you have placed your order. Please note that all billing address data entered and submitted to us is final.

First of all, we are sorry to learn that you are not satisfied the product.

You can return the goods without giving any reason within the return and cancellation period (60 days after purchase). Please contact our support and let us know that you wish to return the goods. The return shipment must be in resaleable condition and the tracking number must be sent to us by e-mail.
If you have already paid for the goods, you will be refunded the full purchase price, unless you are obliged to pay compensation.

The customer is responsible for the costs of the return shipment.

You can exchange an item upon request within 60 days of purchase, provided the return is in re-sellable condition.

To do so, please write a message to our support and also provide information about the desired exchange item.
The customer is responsible for the return shipping costs. 

If you have received an incorrect item, please email our support immediately with the order number and photos of the item received. In that case, we will cover the full cost for the return.

Refunds usually take up to 7 business days to be credited to your bank account, depending on the selected payment method. If you have not received your refund within the specified time frame, please contact out customer support as soon as possible. We will gladly take care of the issue.