FAQs

SHIPPING

Q: How do I check the status of my order?

A: Upon placing your order, please allow 1-2 business days to have your order processed. Allow up to 3 business days for personalized items. Once your order has been shipped, you will receive a shipping confirmation email with a tracking number where you will be able to track exactly where your order is. You will also be able to track you order here: https://www.pupscloset.com/apps/trackingmore

Q: How long does shipping take?

A: US orders will be shipped domestically from our warehouse in Ivrine, CA. Shipping times is approximately 5-9 business days. Canadian & International Orders usually take 6-11 business days.

Q: Do you ship Internationally?

A: Of course! We offer free worldwide shipping to all of our customers!

Q: Where are packages shipped from?

A: We ship our items from our warehouse in Ivrine, CA, USA. Sometimes when a particular item is out of stock in our USA warehouse, we will notify you before dispatching the package from our warehouse overseas.

REFUNDS & RETURNS

Q: Does Pups Closet provide a quality guarantee for all the products being sold?

A: Customer satisfaction is important to us. If you do not like the product or find damages to the product, contact us immediately and we will be happy to address it.

Q: Do you offer a refund if I don't like the product?

A: Yes! We offer refund on all items including our best-selling PupsCloset NO-PULL Harness*, dog clothes, LED collars, etc. with an exception of personalized collars. Since personalized collars are laser engraved, unfortunately, we cannot offer refunds for collars.

Just make sure you contact us within 14 days of receiving the item and we'll be happy to issue a refund. Once we have received your item, a refund will be processed. We will consider refunds that fall outside of the 14-day window on a case-to-case basis. Visit our Returns & Refunds policy page for more details.

Q: I ordered a product that is too small/big for my dog, what should I do?

A: We offer free size exchanges! Simply send us back the item and we'll be happy to exchange a size that fits your pup perfectly!

Q: What if my items are lost in transit or damaged when I received them?

A: Although this rarely happens, but if it does happen on a rare occasion, we will re-send a new one to you as soon as possible.

Guarantees

Q: What is Pups Closet's policy on the 14-day money-back guarantee?

A: We offer a refund on all items except for engraved dog collars, within 14 days of receiving the item. However, if the engraved collar is damaged or there is an error in the customization, let us know within 14 days and we will be happy to issue a refund.

Q: What is 60-Day Price Protection?

A: If an item's price drops lower than the price you paid, we will refund the difference. All purchased items on Pups Closet offers one-time price protection, under the following conditions:

  • 60-Day Period begins as soon as the order is placed
  • Requests must be made within 7 days after the 60-Day Period
  • The same style and size must be in stock at the time of your request
  • The price difference will be refunded to your original method of payment 

Q: What is Lowest Price Guarantee?

A: If you find a lower price online before you buy or within 30 days of your purchase we’ll beat that price by 10% of the difference.

The product you’re comparing must meet the following criteria to qualify:

  • Must have the exact same brand name and model #.
  • Must be priced in USD and include all environmental fees, shipping costs, and other charges.
  • Must be sold and shipped by a retailer AND authorized dealer located within the USA.
    • The following types of sellers do not qualify for a price beat:
      • Marketplace sellers on websites such as Bestbuy.ca, Amazon.ca or resellers such as eBay.ca
      • Any sellers whose products are refurbished or liquidated
  • The product must be in stock, available for sale, and cannot be a limited time offer, pre-order, or available only in limited quantity.
  • The product’s price must not be lower due to an advertising error, misprint, or special sale price.

OTHERS

Q: What is the list of rescues that PupsCloset donate to?

A:

100+ Abandoned Dogs of the Everglades, FL
11th Hour K9 Rescue, Rehab, and Rehome, CA
11th Hour Rescue, NJ
4 Legged Friends, TX
4 Lucky Dogs Pet Rescue, Inc., FL
4 Paws Farm Rescue, TX
4 Paws Sake PA, PA
4 Pits Sake Rescue, MN
4 R Friends, CA

Adopt-A-Dog Animal Rescue, NE
Adopt-a-Dog NY, NY
Adoption First Animal Rescue, NC
Adoption Option Dog Rescue, Inc., MD
AFAR Inc. (All Fur Animals Rescue), VA
Agape Animal Rescue, TN
Agave Dogs Rescue, OR
AHeinz57 Pet Rescue & Transport, IA
AJ's Search & Rescue, OH
Akita Rescue and Rehabilitation of Wisc

Q: Is your website secure with my personal information?

A: Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will only be used one-time only upon purchasing your product.

 

Our Customer Support Team are available to help you with any question or any assistance you may need. Please contact us at support@pupscloset.com.

 

*Velcro patches cannot be refunded. A $9.95 will be charged for any refund of the personalized dog harness.

FAQs