Entry – 1 or 2 variations in hidden variation on small size snuffle toy/mat. This will take your pet about 5-10 minutes to discover all the treats or kibbles, perfect for beginner or small size pets.

Intermediate – 2 or 3 hidden variations on medium size snuffle toy/mat. This will take your pet about 10-20 minutes to discover all the treats or kibbles, and they might need some directions to retrieve foods from certain areas.

Advanced- Multiple hidden variations on large size snuffle toy/mat. This will take your pet about 15-30 minutes discover all the treats or kibbles, perfect for large size pets or pets who find other puzzle toys are too simple to play with.

🐾 Exciting News for Pet Lovers! 🐾

We're thrilled to announce that ALL products in our store now come with FREE SHIPPING! That's right, you can now spoil your furry friends with their favorite toys without any extra shipping costs.

Whether you're looking for interactive toys, snuffle mat and enrichment playings. we've got everything to keep your pets happy and entertained. Plus, with free shipping, it's the perfect time to stock up on all their favorites.

🛒 Shop Now and enjoy the convenience of free shipping on all orders! Your pets will thank you!

Shipment processing time

All orders are processed within 5-7 business days. Orders are not shipped or delivered on weekends or holidays.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipment confirmation & Order tracking (How can I track my orders?)

You will receive a Shipment Confirmation email with your tracking number(s) once your order has been shipped. 

Customs, Duties and Taxes

Pupuptoys.com is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Can I ship to multiple addresses?

At this time we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.

Damages

Pupup.com is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

Returns (if applicable)

We accept return of products in certain conditions. In the case that an item arrives damaged or is defective, we will replace the item at no cost. If the wrong item was shipped by mistake, PupUp will take the item back and reship the correct product. Returns of items without defect or shipping damage must be unused and in the original packaging within 14 days. 

• Shipping costs will be the responsibility of the customer in cases of buyer’s remorse, such as an item that didn't fit, didn’t like the color/quality, changed your mind, ordered by mistake, bought it somewhere else, etc.
• We will refund the cost of the merchandise if the return is a result of our error or defective product.

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. 

Notes

Custom-order or personalized items will not be eligible for 14 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or incorrect, the consumer is not responsible for the shipping fee.

No restocking fee to be charged to the consumers for the return of a product.

 If you have any question about returns, please contact us at pup_up@outlook.com.

Refunds (if applicable ) 

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Merchandise returned by mail to the warehouse will be processed within 14 business days from receipt.You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment. Additional fees for delivery are non-refundable.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, please first check your bank account or contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at pup_up@outlook.com.

Use a damp wipe or throw the toy in the washing machine for cleaning (all of our toys are machine washable)