Returns & Refunds Policy
Can I cancel or edit my order?
Since all orders will be processed immediately, please beware we cannot cancel or edit your order after your order is submitted. Please contact our Customer Service team immediately at email@example.com should you have any urgent requests.
Defective, Damaged, or Incorrect Items
At Puppeeland, we always try our best to ensure product quality and order accuracy. If you receive a damaged, faulty or incorrect product, don't worry! Within 30 days of receiving the product, simply take a photo and send it to us at firstname.lastname@example.org and we will send you a replacement order or store credits for future use.
Defective items include products that are not working as described, different from the image or specifications on our website. They also include damaged, or incorrect, such as a different product or size than what you ordered. At Puppeeland, we take product quality seriously and strive to ensure that every item you receive meets your expectations. If you do receive a defective item, please don't hesitate to reach out to our customer service team for assistance.
Returning Process and Time expectations
Once you have provided us with a photo of the defective item, incorrect size, or damage, our team will process your request within 10 working days. We will then send out a replacement using our standard free delivery service, which typically takes around 3 weeks for delivery. We appreciate your patience and understanding as we work to resolve any issues with your order. If you have any questions or concerns, please don't hesitate to contact our customer service team at email@example.com
Exceptions / non-returnable items
Due to hygiene concerns, we are sorry that the following product types cannot be returned due to wrong sizing. Therefore, please make sure you double check the size chart before your order and size up 1-2 sizes as our hooman apparel is usually Asian size.
- Hooman Clothing & Accessories
- Pet Clothing & Accessories
- Bedding Sets (Including Duvet Covers)
All custom made and personalised products are also non-returnable.
Order Not Received
Your order will come with a tracking number. Our after sales team will keep monitoring the shipping status and notify you if the delivery is taking longer than usual. If you still haven't received your product after 6 weeks of ordering and the shipment status shows that your order has not yet arrived in the country of destination, we will send you a replacement order for free.