Deliveries to the USA
In most cases, we offer free shipping to any United States address. If your location requires a shipping fee, that will be displayed on the checkout page.
Most items ship by the next business day. You'll receive an email with the tracking number as soon as it's available. Please keep an eye on your inbox as well as your spam folder, just in case.
Once shipped, most items will arrive in 5 - 12 business days to the continental USA. To Alaska and Hawaii, it will take more like 15 - 20 business days to arrive.
If express delivery is available for your location, the option and price will be displayed on your checkout page.
Note: During some parts of the year, some items may have shipping details that differ from this policy. When this is the case, the details will be shown in the product's description section. We recommend checking that before you order.
Deliveries to Outside the USA
For orders delivered to any country outside the United States, shipping time is typically 15 - 20 business days.
Many international shipments are still free. But if your location requires a shipping fee, it will be displayed on the checkout page.
Shipping times exclude any customs clearance delays. The customer is responsible for any customs fees their country may charge. We have no control over any country's customs clearance speeds or fees. We recommend you check with your customs department before placing your order.
HOW IS MY ORDER PROCESSED?
All orders are processed and shipped on business days only, Monday through Friday, excluding major holidays. Orders placed on Saturday, Sunday, after normal business hours or Holidays will be processed on the next business day. Most orders are processed within 1-2 business days after receipt. Longer delays may apply depending on volume and time of year.
Change shipping address
Your processed purchases will be shipped to the shipping address you have indicated upon checkout. Changes in shipping address must be done within 24 hours after your order was made. Otherwise, we won't be able to update your details nor process you a refund.
If you do not receive your order details
Most times this is because our customers have accidentally entered a wrong email address. Throughout the process we send 2-3 emails, including an order confirmation, a fulfillment notice, and a shipping notice if tracking is available.
If you believe you may have entered your email wrong please contact us at support@puppymat.com and we will fix it for you.
Cancel order
If you find yourself in the situation where you want to cancel the order, please let us know - contact our customer support - within 24 hours. Otherwise there is a possibility the order gets to be processed and shipped.
Refund policy
We will not refund your money in the following cases:
- If you purchased your item with a discount and for daily or special one time offers.
- If you already used the product
- If you ask for a refund after 30 days of purchasing an item
Return policy
- If we shipped you a wrong item you can either ask for a refund and return the item, or for an exchange with the correct item
- You can return products that arrived broken/damaged, but before that, you have to give us a proof (photo, video)
Lost packages
Please contact Customer Service to inform us that you did not receive the package. After we will contact the courier company to make sure the package is lost, we will refund your money or resend the items.
Contact us
If you have any questions that are not on this page, please contact us at support@puppymat.com we will promptly get back to you.