Frequently Asked Questions

Have a question? We might have already answered it below! If your question is not in this list, please feel free to contact us!

Shipping and Payment Information

When we send you your package, we make sure not to mention anything sexually suggestive on the outside of the package.

After your payment is verified, it takes up to 24 hours to process and ship your order. This may not include weekends or holidays.

Shipping times vary per country. It usually takes between 5 and 15 business days to ship to the United States and Canada. For more information about shipping check out our Shipping page

We are currently working on an automated tracking functionality. If you want to track your order, feel free to contact us, and we will be able to give you your tracking number.

Most of the prices of our products are below the international taxes and customs threshold fee but in a rare case your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. This usually is about 10 to 20% of the product price.

PuppyPlayExpert cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.

When you order multiple products from our store, your items may get packaged and sent out separately. If only a part of your order has arrived, don’t worry – the other part will arrive within a day or two.

Order Information and Concerns

If you need to change or cancel your order, please contact us immediately. Once our warehouse has processed your order, we will be unable to make any changes.

Our current system is not capable of automatically giving tracking information. If your order status is still on “Processing”, it most likely means it is in in the shipping phase. If you have any concern, feel free to contact us and we will be able to give you more information about your order.

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