Shipping policy

1. General Information

All orders are subject to product availability and payment verification. Orders are processed Monday to Friday (excluding holidays). Orders placed after 12:00 PM PST may be processed the next business day.

We ship domestically within the United States and internationally to select countries.

2. Shipping Timeframes

Shipping Method Estimated Delivery Time Cost
Standard (USA) 4–8 business days Free on orders over $50
Expedited (USA) 2–4 business days Calculated at checkout
International Standard 10–15 business days Varies by destination
International Express 5–8 business days Calculated at checkout

Note: Delivery time does not include weekends, holidays, or customs delays.

3. Order Processing

  • Orders are typically processed within 1–3 business days after payment confirmation.

  • Subscription product orders (e.g., monthly pet kits) are fulfilled based on the billing date and will follow the schedule shown at checkout or in your customer account.

  • A tracking number will be provided by email once the order ships.

4. Shipping Confirmation & Tracking

Once your order is shipped, you will receive an email with a tracking link and estimated delivery window. You may also view your tracking details by logging into your account at www.puppello.com.

If you do not receive a tracking email within 5 business days, please contact us at contact@puppello.com.

5. Delivery Issues

Incorrect Address:
Please ensure all shipping information is accurate before placing your order. We are not responsible for lost or undeliverable packages due to incorrect addresses.

Lost or Delayed Shipments:
If your package has not arrived within the expected timeframe, please email us within 7 days of the expected delivery date. We will file a carrier investigation and, if eligible, issue a replacement or refund.

Stolen Packages:
If tracking shows your package was delivered but you did not receive it, please notify us within 48 hours. We may request a police report or affidavit to process a claim or replacement.

6. International Shipping

  • Customers are responsible for any customs duties, taxes, or import fees charged by their country.

  • Delivery times vary depending on customs clearance procedures.

  • Subscription boxes may be limited to certain countries due to shipping reliability.

7. Damaged Items in Transit

If your item arrives damaged, please contact us at contact@puppello.com within 48 hours of delivery. Include:

  • Photos of the packaging and item

  • Your order number

  • A brief description of the issue

We will arrange a replacement or refund at no additional cost if the damage is confirmed.

8. Subscription Shipping Schedule

For subscription-based products:

  • First shipment is dispatched within 2–3 business days of billing.

  • Recurring shipments are sent on a regular monthly cycle.

  • Customers can manage shipping address changes via their Puppello account dashboard at least 48 hours before the next scheduled shipment.

9. Force Majeure

Puppello is not liable for shipping delays caused by events outside our control, including but not limited to natural disasters, customs hold-ups, carrier strikes, or global shipping disruptions.

10. Need Help?

For shipping inquiries, please contact:
📧 contact@puppello.com
📦 Subject: “Shipping Inquiry – Order #XXXX”

Our team responds to all messages within one business day.

By placing an order with Puppello.com, you agree to the terms outlined in this Shipping Policy.