Terms of service

At PUPEU, we believe matching outfits should feel joyful, comfortable, and easy for both you and your pet.

Our customer care team is here to help with sizing, orders, shipping updates, product questions, and any issues that may come up after your purchase.

How to Contact Us

For any support request, please contact us at:

support@pupeupets.com

To help us assist you faster, please include:

  • Your order number

  • The email address used at checkout

  • A clear description of your question or issue

  • Photos or videos, if your request is related to sizing, product condition, damage, or an incorrect item

Response Time

We aim to respond within 24–48 business hours, Monday through Friday, excluding public holidays.

During busy periods, launches, holidays, or high-volume shipping seasons, response times may be slightly longer. We appreciate your patience and will do our best to help as quickly as possible.

Size & Fit Support

Choosing the right size for both you and your pet can take a little extra care.

Before ordering, we recommend checking the size guide on each product page. PUPEU size charts show garment measurements, not body measurements.

For pet apparel, please choose your pet’s size by chest measurement first. If your pet is between sizes, we recommend choosing the larger size.

If you are unsure which size to choose, feel free to contact us before placing your order. We’re happy to help you compare measurements.

Order Support

After placing an order, you will receive an order confirmation email.

If you need to update your shipping address, size, color, or order details, please contact us as soon as possible at support@pupeupets.com.

We will do our best to help before your order is processed. Once an order has been packed or shipped, we may not be able to make changes.

Shipping & Tracking Support

Once your order ships, you will receive a tracking number by email.

Tracking updates may take some time to appear, especially while the package is moving between carriers, customs, or local delivery partners.

If your tracking has not updated for several days, or if you are unsure how to follow the shipment, please contact us. We’ll help check the latest available information and continue following up where needed.

Delivery Issues

If your package is marked as delivered but you have not received it, please first check:

  • Your mailbox, porch, front desk, parcel locker, or reception area

  • Neighbors or household members

  • The shipping address entered at checkout

If you still cannot locate the package, contact us with your order number and tracking information. We’ll help review the situation and guide you through the next steps.

Product Issues

If your item arrives damaged, defective, missing, or different from what you ordered, please contact us with your order number and clear photos within a reasonable time after delivery.

Once confirmed, we will provide an appropriate solution. This may include a replacement, refund, store credit, or another suitable resolution depending on the situation.

Product issues are handled separately from size-related or change-of-mind requests.

Care Guidance

To help your PUPEU pieces last longer, please follow the care instructions on the product label.

We generally recommend gentle washing, avoiding harsh bleach, and drying with care. For pet apparel, please remove loose pet hair before washing and avoid washing with sharp accessories, collars, or items that may damage the fabric.

PUPEU is not responsible for damage caused by improper washing, drying, storage, or use.

Promotions & Discounts

Discount codes and promotional offers must be applied at checkout.

If a code was not entered before the order was placed, we may not be able to apply it afterward.

Promotions may be limited by time, product, order value, region, or availability. Offers cannot always be combined unless clearly stated.

Fair Use of Support

We’re always happy to help and will do our best to provide a fair solution.

To keep our service helpful for all customers, PUPEU reserves the right to refuse support requests that involve abuse, fraud, repeated misuse of policies, or unreasonable claims.

Related Policies

This Customer Service Policy is intended to explain how we support customers before and after purchase.

For return eligibility, size replacement support, refunds, and return shipping details, please refer to our Returns & Size Support Policy.

This policy does not affect any rights available under applicable consumer law.