FAQ – pupsyy

Ordering & Shipping

How long does shipping take?

Orders are processed within 1-3 business days. Once shipped, delivery to US addresses typically takes 7-15 business days. You'll receive a confirmation email with tracking as soon as your order is on its way.

How can I track my order?

Once your order ships, we'll email you a tracking number and link. If you haven't received it within 3 business days of ordering, check your spam folder or email us at support@pupsyy.com.

Do you ship internationally?

We currently ship to US addresses only. We're working on expanding to more countries soon!

How much does shipping cost?

Shipping is 100% free on all US orders — no minimums, no hidden fees. The price you see is the price you pay.

Can I change or cancel my order after placing it?

We start processing orders quickly, so contact us at support@pupsyy.com within 12 hours of placing your order and we'll do our best to make the change. Once an order has shipped, it can't be modified, but you can return it under our return policy.

My order arrived in separate packages — is something missing?

Don't worry! If you ordered multiple items, they may ship separately and arrive on different days. Each shipment has its own tracking number.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery for unused items in original packaging. Email support@pupsyy.com with your order number to start a return.

What if my item arrives damaged or defective?

Send us a photo at support@pupsyy.com within 48 hours of delivery and we'll ship a replacement or issue a full refund — no need to return the damaged item.

When will I receive my refund?

Once your return is approved, refunds are processed within 3-5 business days back to your original payment method. Depending on your payment provider, it may take a few additional days to appear in your account.

Products

Are your products safe for dogs?

Yes — our products are made with pet-safe, non-toxic materials. As with any new product, supervise your dog during first use, and if your pup has a health condition, check with your veterinarian.

How do I choose the right size for my dog?

Each product page includes a size chart with measurements and weight ranges. If your dog is between sizes, we recommend sizing up. Still unsure? Email us your dog's breed and weight at support@pupsyy.com and we'll help you pick.

Do your products come with instructions?

Yes, products that require setup (like the electric cooling mat and nail grinder) include usage instructions. You'll also find care and usage tips on each product page.