FAQ
🐾 General Questions
Q1: What is Puppello?
Puppello is a premium pet subscription service offering carefully curated boxes of treats, toys, and pet essentials delivered to your door every month. We’re passionate about making your furry friend’s life more joyful and your life easier.
Q2: Where do you ship?
We currently ship across the United States and select international locations. For more details, visit our Shipping Policy.
Q3: How often will I receive my subscription box?
You’ll receive one box every 30 days from the date of your initial order. Once your box ships, you’ll get an email with tracking details.
💳 Billing & Subscriptions
Q4: How much does the subscription cost?
Our subscription is $29.99 USD every 30 days, billed automatically to your payment method.
Q5: When will I be billed?
You’ll be billed on the day you sign up, and every 30 days thereafter. For example, if you subscribe on July 5, your next charge will be on August 4.
Q6: Can I cancel my subscription anytime?
Yes! You can cancel anytime by logging into your account or emailing us at contact@puppello.com. To avoid the next billing cycle, please cancel at least 24 hours before your next renewal.
Q7: What happens if my payment fails?
If your card is declined, we’ll retry up to 3 times over 5 days. If payment still fails, your subscription may be paused until you update your payment info.
📦 Shipping & Delivery
Q8: When will my order ship?
Subscription boxes ship within 2–3 business days of billing. You’ll receive a tracking number via email as soon as it’s on the way.
Q9: How long does shipping take?
Standard U.S. shipping takes 4–8 business days. International delivery can take 10–15 business days, depending on location.
Q10: What if my box is lost, delayed, or damaged?
If your order hasn't arrived within the expected timeframe, or if it’s damaged, email us at contact@puppello.com within 7 days. We’ll either reship your box or provide a solution.
🔄 Returns & Refunds
Q11: Do you accept returns?
We do not accept returns for subscription boxes unless the items arrive damaged or defective. For details, view our Refund Policy.
Q12: Can I get a refund after being charged?
If you request cancellation within 30 days of your charge and your box hasn't shipped, we may offer a refund. Please email us to check your eligibility.
🛠 Account & Support
Q13: How do I access my account?
Click the “Account” icon at the top of the page or go to puppello.com/account to log in and manage your subscription.
Q14: Can I change my shipping address or payment info?
Yes! Log in to your account and update your address or card info at least 24 hours before your next renewal.
Q15: I need help — how can I contact you?
Reach out to us at contact@puppello.com — our customer support responds within one business day.
📌 Still Have Questions?
If your question isn’t answered here, feel free to contact us directly. We’re always happy to help.