FAQ

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

A tracking link will automatically be send to your email within a week of placing your order. If you haven’t received it within a week, you can email us at woof [a] puppyplayexpert [dot] com and we will send it to you by hand.

Please note that it can take up to a week to receive this link.

Shipping typically takes between 7 to 14 business days. You can find more information on shipping, tracking, customs, VAT & import fees on our dedicated Shipping page

A tracking link will automatically be send to your email within a week of placing your order. If you haven’t received it within a week, you can email us at woof [a] puppyplayexpert [dot] com and we will send it to you by hand. Please note that it can take up to a week to receive this link.

Don’t panic just yet. In most cases, packages marked as “Delivered” are found shortly afterwards.

Before contacting us, please check the following:

• Around your front door, porch, mailbox, or other safe delivery locations
• With other members of your household
• With neighbors who may have accepted the package on your behalf or taken it to a safe location.
• With your building concierge, reception desk, package room, or mailroom (if applicable)

In our experience, the vast majority of packages marked as delivered are located after completing the steps above.

If you still cannot locate your package after checking these places, please contact us at:

woof [at] puppyplayexpert [dot] com

We’ll be happy to help investigate further and advise on the next steps.

Not at all.

“Processing” simply means that we’ve received your order and it is moving through our fulfillment process.

During this stage, your items are being prepared, packed, and organized for shipment. Because of the way our shipping network operates, there can be several days between an order being placed and the first carrier scan appearing in the tracking system.

It is completely normal for an order to remain in “Processing” for up to 7 business days. During this time, your package may already be moving through our fulfillment network even though tracking updates are not yet visible.

If you ordered a custom pup hood, please note that it takes about 3-5 weeks to produce your piece. During that time your order stays on “Processing” or “Partially shipped”

Most customers receive their order within approximately 1.5 to 2.5 weeks of placing it.

If your order has been in “Processing” for more than 10 business days, feel free to contact us at:

woof [at] puppyplayexpert [dot] com

and we’ll be happy to take a closer look for you.

Sometimes items from the same order are shipped separately and may arrive on different days.

The easiest way to check is to visit your tracking page and look for multiple shipments. In many cases, you’ll see this indicated by a status such as “Partially Shipped” or by the ability to switch between multiple packages at the top of the tracking page.

If your order contains multiple packages, one package may arrive before the others, which is completely normal.

If you’ve checked your tracking page and only see a single tracking number or shipment, but you believe items are missing, please don’t worry. Just reach out to us at:

woof [at] puppyplayexpert [dot] com

and we’ll be happy to investigate. We’ll make sure you receive everything you’ve ordered.

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

Absolutely, we ship world wide. You can find more information about shipping on our dedicated Shipping page.

In most cases, order changes are only possible within 6 hours of placing your order. After that point, your order may have already entered our fulfillment process and changes may no longer be possible.

In some cases, we may still be able to make changes after the 6-hour window, but this depends on how far along the order is and cannot be guaranteed.

The sooner you contact us, the better the chances that we’ll be able to make the requested changes.

If you need to change your size, color, shipping address, or any other order details, please contact us as soon as possible at:

woof [at] puppyplayexpert [dot] com

Orders may be cancelled within 6 hours of being placed.

Please note that payment processing fees charged by our payment providers (such as PayPal, Stripe, credit card processors, and other payment gateways) are non-refundable and will be deducted from any refund amount, even if the cancellation request is submitted within the 6-hour cancellation window.

After 6 hours, your order may already have entered our fulfillment process. At that point, any approved cancellation will be subject to:

• Non-refundable payment processing fees
• Any shipping costs already incurred
• A 15% cancellation/restocking fee

Please note that once an order has been shipped, it can no longer be cancelled. Likewise, once an order has been shipped, we are generally unable to change the shipping address or modify the contents of the order.

If you need to cancel or change an order, please contact us immediately at:

woof [at] puppyplayexpert [dot] com

The sooner you contact us, the more likely it is that we’ll be able to assist.

Submitting a cancellation request does not automatically guarantee that cancellation is possible.

If you notice an error in your shipping address, please contact us immediately at:

woof [at] puppyplayexpert [dot] com

We can often update shipping details before the order enters fulfillment.

Once an order has entered fulfillment or been shipped, address changes may no longer be possible. Customers are responsible for ensuring that all shipping information entered at checkout is accurate and complete.

Packages are typically returned to sender because of an incorrect or incomplete address, failed delivery attempts, refusal of delivery, failure to pay applicable customs fees, or because the package was not collected within the carrier’s holding period.

If you notice a delivery issue, we strongly recommend contacting the shipping carrier as soon as possible. In many cases, carriers can arrange redelivery, hold the package for pickup, provide additional delivery instructions, or help intercept the package before it begins the return process.

Once a package enters the return-to-sender process, it is usually transported through free non-priority return shipping channels. Unfortunately, this process is extremely slow and often takes several months before the package reaches our fulfillment location.

For that reason, it is almost always better to work with the carrier immediately rather than waiting for the package to be returned.

If a package is ultimately returned to sender, additional shipping and/or reproduction fees may apply before a replacement can be sent.

If you are unable to find the carrier’s contact information or need help understanding your tracking updates, feel free to contact us at:

woof [at] puppyplayexpert [dot] com

We’ll do our best to point you in the right direction and help you get your package delivered successfully.

We’re sorry to hear that.

If your order arrives damaged, defective, or if you received the wrong item, please contact us within 7 days of delivery at:

woof [at] puppyplayexpert [dot] com

Please include your order number and clear photos showing the issue. This helps us investigate the problem quickly and determine the best solution.

If a manufacturing defect or fulfillment error is confirmed, we’ll arrange a replacement at no additional cost to you.

Please review the sizing information carefully before placing your order, as we generally do not accept returns for sizing issues.

However, if your item does not fit as expected, please contact us at:

woof [at] puppyplayexpert [dot] com

In many cases, we can offer a discounted replacement solution without requiring the original item to be returned.

We’ll do our best to help you find the most practical and affordable option.

Due to the nature of our products and fulfillment process, we generally do not accept returns for:

• Incorrect size selection
• Change of mind
• Buyer’s remorse
• Accidental purchases
• Products that are no longer wanted

If your item arrives damaged, defective, or incorrect, please contact us and we’ll be happy to help resolve the issue.

If you’re unsure whether your situation qualifies, feel free to reach out to us before opening a dispute or chargeback.

International customs duties, import taxes, VAT, and clearance fees may apply depending on your country and local regulations.

These charges are determined by your local customs authority and are the responsibility of the customer.

Many countries have import thresholds below which no duties or taxes are charged. If you’re unsure about the rules in your country, we recommend checking with your local customs authority or searching online / asking AI for your country’s current import thresholds.

Please note that customs policies vary by country and may change over time.

All prices on our website are displayed and charged in United States Dollars (USD).

If your bank account, credit card, or PayPal account uses a different currency, your payment provider will automatically convert the amount using their current exchange rate.

The final amount charged in your local currency may vary slightly depending on exchange rates and any fees charged by your payment provider.

In most cases, this is caused by one of two things:

Currency Conversion

All prices on our website are displayed and charged in United States Dollars (USD).

If your bank account, credit card, or PayPal account uses a different currency (such as CAD, AUD, EUR, GBP, etc.), your payment provider will automatically convert the amount into your local currency.

As a result, the amount shown on your bank statement may appear higher than the USD amount displayed on our website.

Temporary Authorization Holds

Sometimes a payment attempt may fail, be interrupted, or be declined by the payment provider. In these situations, your bank may temporarily show a pending charge even though the order was not successfully completed.

These temporary authorization holds usually disappear automatically within 1-2 business days, depending on your bank.

If you believe you’ve been charged twice, please wait at least 2 business days before contacting us or your bank, as the duplicate charge often resolves itself automatically.

If the charge is still present after 2 business days, please contact us at:

woof [at] puppyplayexpert [dot] com

and we’ll be happy to investigate.