FAQs

Who do I contact with questions?

Send us an email at support@pupsapparel.com or fill the form here and we will return your message within 24 hours.

When do you process my order?
In most cases we process orders within 24 hours. If you place your order after 1pm CST or on the weekend, your order will ship the next business day.

Where are you located and where do you ship from?
Our offices are based in Canada. We have fulfillment centers in the United States & Eastern Asia. If the item you've purchased is out of inventory at your nearest location, it will be shipped from the next closest location. For US customers, your item will be delivered via USPS or FedEx.

When will I get my order?
Since our products involve customization specific to your order, each order is unique. As a result, the processing time depends on several things; the type of order, when you placed it, country etc. However, here's what you can expect from shipping:

Standard Shipping Times:

USA:                 4 - 12 business days

Canada:         10 - 17 business days

Oceania:        10 - 17 business days

Europe:          20 - 25 business days

Latin America:   30+ business days

What if I receive a defective product?
If a product received has manufacturing defects, buyers are entitled to request a product replacement within 14 days of receiving the item. If the case is deemed valid, we will cover related costs to deliver a replacement. Please be aware to send a photo of the damage within 24 hours after delivery to support@pupsapparel.com, otherwise we can't accept the refund. 

How do I set up a return if I receive a defective product?
We offer a 30-day guarantee on ALL our products (except personalized products). Our dedicated staff offer customer support 24 Hours a Day, 7 Days a week. Please email support@pupsapparel.com. 

For defective items: 

• Returns must be sent within 14 days upon arrival and in original purchase condition - unworn, in original packaging
• Original or return postage costs are non-refundable
• Please send us a photo of the damage within 24 hours after delivery to support@pupsapparel.com, otherwise we can't accept the refund. 

Email us at: support@pupsapparel.com so we can get started on the return or exchange process.

What forms of payment are accepted?
We accept PayPal, Apple Pay, Google Pay, Shop Pay, and the following Credit Cards: Visa, MasterCard, American Express and Discover.