Shipping policy

& FAQ       

We proudly offer FREE shipping on all orders! Please note that we require on average 2 to 15 business days (excluding weekends and holidays) to process your order before shipping it. Personalized/custom orders can take 4 to 18 business days to process. All orders received on weekdays after 12 pm EST, on weekends or holidays will begin processing the following business day. Rest assured we are doing everything in our power to get your order to you as soon as possible! Once your order is dispatched, depending on your country or region, the estimated delivery time is between 8 to 30 business days (excluding weekends and holidays). However, you may receive your item earlier. 

Processing time: Order verification, quality check, and packaging before dispatch.
Shipping time: Refers to the time your order is dispatched from our warehouse to delivery.

We are based in Austin, TX; however, your Pup Unleashed order ships directly from our international warehouse in China. This enables us to offer free global shipping and affordable prices to all of our furry friends around the world!

Do you provide tracking information?
Yes, you will receive an email once your order ships that contain your tracking information. 
    
Why is the tracking information for my order not updating?

If the tracking doesn't seem to show any update, it means that it hasn't been scanned into the next facility's system yet. The shipment is moving; however, it is completely normal for no new tracking scans for several days while the shipment is in air transit. Once your package is scanned, a real-time status will be available. An estimated delivery date will be posted once your shipment arrives at the destination country's postal authority sorting facility.
   
My tracking says “no information available at the moment"
For some shipping companies, it takes 2-5 business days for the tracking information to update in the system. If your order was shipped more than 5 business days ago and there is still no information for your tracking number, please contact us at hello@pupunleashed.com.

I ordered multiple items, why did I only receive one? 
If your received package seems to be missing any items, please do not worry! We have multiple manufacturing sites, some of which only focus on creating specific items. Due to this, if you order multiple items, it is possible that you may receive an item separately from the rest of your ordered products. Please rest assured if all items from your order do not arrive within the first shipment, the rest of your order is on its way!
  
Cancel or Change an Order 
If you want to cancel or change the details of your order, please contact us within 12 hours of placing your order at hello@pupunleashed.com.

   



My shipping address is incorrect, what can I do?
Please reach out to us within 12 hours of placing your order regarding the address change, we would be more than happy to update your details for you. Email us your correct address, along with your order number. If the order has already been processed and shipped, unfortunately, we will not be able to issue you a refund. We recommend contacting your local post office to see if your package can be held for pick up or an alternate delivery can be arranged.
    



Missing Packages             
If your parcel is marked as "delivered" but you have not received it, please contact your nearest post office for updates. Often times, your item is marked as delivered accidentally because it was scanned prematurely, and will arrive within the next two business days. If your package still cannot be located or has been lost in transit, please contact us.
  


We are not responsible for undeliverable packages due to incorrect addresses if the address was incorrectly inputted by the customer during checkout or the post office/courier not being contacted when you have received a notice of non-delivery. We are not responsible for packages that have been signed as delivered but cannot be located.  Please contact your local post office. 
    
Shipping Delays

Please note that we do not have control over shipping delays. We are not responsible for late shipments due to inclement weather, holidays, natural disasters, or carrier delays. Once an order leaves our warehouse, carrier shipping delays may occur due to factors outside our control. Unfortunately, we can’t control how quickly an order arrives once it has left our warehouse. Possible reasons for carrier shipping delays include:

 - The package is awaiting customs inspection in your home country
 - The package is awaiting available cargo space on freight aircraft
 - Carrier processing center experiencing slowing processing times
 - Service disruption due to severe weather conditions 
 - Increase in delivery volume during the holiday season 
   

International Orders             
Please note, we cannot guarantee that you will not be charged any customs taxes or duties. Any customs or import duties are charged once the parcel reaches its destination country. Customers are responsible for payment of any customs taxes, fees or duties that may be charged during international import.
     
Returns & Refunds
Please visit our Refund Policy page for information about our returns & refund policy.