Shipping & Delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide except a few countries, APO and FPO. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse will be shipped by USPS, ePacket or EMS depending on your location, the weight and size of the product.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations that we are unable to ship to such as APOs and FPOs. If you happen to be located in one of those locations we will contact you via e-mail.
What about customs duties, VAT, And taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. The recipient is the importer of record and must comply with all laws and regulations of the destination country, including ensuring lawful import of our merchandise. We are not responsible for orders which are confiscated by customs in destination countries.
How long does it take for my order to be sent out?
Our handling time takes 1-3 business days. This means that your order(s) will generally be sent out within this period.
How long does shipping take?
Shipping time varies by location. These are our estimates:
Products containing liquid or batteries cannot be shipped through usual shipping channels. Therefore please allow 3-6 weeks for delivery for products containing liquid or batteries.
In some instances, delivery may be delayed depending on your country's customs, postal service or natural disasters which is out of our control.
Pup Packz is not responsible for customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information, but sometimes due to free shipping, tracking is not available. If you haven’t received tracking info within 5 days, please contact us.
How do I track my package?
When your items have been dispatched, we will send a notification email to your registered email address. The tracking number is normally available within the next few days of dispatch. You may also check on the status of your order at any time by emailing the customer support desk at email@example.com.
My tracking says “no information available at the moment”
For some shipping companies, it takes 3-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
My tracking says “Return To Sender”
In the event that the parcels were returned to us, please contact us immediately so we can arrange to send you a replacement. For UAE / HK customers, please be sure to provide your PO Box or Zip Code (whichever is available) so your local post office can deliver your order(s) to your mail box or door step.
My tracking says “Delivered" but I have not received my order
We know how important your order is! Pup Packz provides our customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
We will always do our best to assist you, but Pup Packz does not hold the responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the your local post office or the courier company to discuss the issue and file a claim with them.
Will my items be sent in one package?
We have a large assortment of products not stocked in-house, when you order multiple items at a time, they may be shipped separately. You may receive one item before the next. So don't panic if you don't receive all of your items at once…they are on the way
If you have any other questions, please contact us and we will do our best to help you out.
Can I change my shipping address?
- To all UAE customers, please provide your PO Box or Zip code during checkout to avoid delays on processing and shipping of your orders.
- Customs, Postal Services & Us (Pup Packz) are different entities hence we are not liable for any delays caused by customs or local post services.
Incorrect Shipping Address
Pup Packz will not be liable or responsible for undelivered orders that is lost due to the incorrect shipping information that the customer has provided. We will only be able re-ship the order if it was Returned To Sender and the customer will be responsible for the shipping cost (dependant on shipping method) + processing fees ($4.99USD) for re-shipping the order. There will be no refunds issued for orders lost due to incorrect shipping information provided by the customer.
Parcel Lost In Transit
Parcel lost in transit happens when a parcel is lost during transit between order shipped and before delivery. Pup Packz will automatically ship out the replacement at no extra cost once the parcel is confirmed lost by our designated logistics partner. A new tracking number will be sent via email once the replacement parcel is shipped out.