Shipping policy
At PUPEU, we do our best to prepare and ship your order as quickly as possible so you and your pet can enjoy your matching pieces sooner.
Processing Time
Orders placed Monday–Friday are usually shipped within 24 hours.
Weekend orders and orders placed on public holidays will be processed no later than the next business day.
Please note that processing time is separate from shipping time. Shipping time begins after your order has been packed, shipped, and handed over to the carrier.
Estimated Shipping Times
Our estimated delivery times are based on our recent delivered orders.
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USA: About 5–7 business days for most recent orders. Some areas may take 7–10 business days.
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Canada: About 7–10 business days for most recent orders. Remote areas may take up to 15 business days.
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UK & Ireland: About 5–7 business days for most recent orders. Please allow 5–9 business days.
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Australia: About 6–10 business days.
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EU: About 7–10 business days.
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Rest of World: About 5–15 business days.
These estimates may vary depending on local carriers, customs checks, weather conditions, peak seasons, holidays, or other factors outside our control.
Tracking Information
Once your order has been shipped, you will receive a tracking number by email.
Tracking updates may take some time to appear, especially while the package is moving between international carriers, customs, or local delivery partners.
If your tracking has not updated for several days, please feel free to contact us at support@pupeupets.com. We’ll be happy to help check the latest available information.
Customs & Delivery Delays
In rare cases, customs inspections may cause delays.
PUPEU is not responsible for delays caused by customs, local carriers, weather, incorrect addresses, missed deliveries, or other circumstances outside our control. However, if your package appears delayed or unusual, please contact us and we will help follow up where possible.
Incorrect or Incomplete Address
Please make sure your shipping address is correct before placing your order.
If you notice an error, contact us as soon as possible at support@pupeupets.com. We will do our best to update the address before the order is processed.
Once an order has been shipped, we may not be able to change the shipping address or redirect the package.
PUPEU is not responsible for packages delayed, returned, or lost due to an incorrect or incomplete address provided at checkout.
Delivered but Not Received
If your tracking shows that your package has been delivered but you have not received it, please first check:
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Your mailbox, porch, front desk, parcel locker, or reception area
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Neighbors or household members
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Any delivery notice from the local carrier
If you still cannot locate the package, please contact us with your order number and tracking information. We’ll help review the situation and guide you through the next steps.
Shipping Support
If you have any questions about your order or shipping status, please contact us at:
Please include your order number so we can assist you faster.