Contact Us

If you ever experience any problem, need assistance or have any queries, please don’t hesitate to reach out to us. We’re always here, ready to help.

Other Ways to Reach Us

Please Include your Order Number & Situation.

Email: support@thepupy.com (Fastest way to reach us)

Whatsapp: +1 406 605 8582 (US customers).

Whatsapp: +44 7386 465 213 (UK customers).

Monday – Friday: 9:00AM – 6:00PM 
Saturday & Sunday: Email Support Only

We aim to respond to your inquiries within 24 hours.

Have a quick question? Check our FAQ page before reaching out — you might find your answer right away.

Please Read Our FAQs Below Before Creating A Ticket 

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FAQs

Track My Order?

1. After placing your order, you will receive an Order Confirmation Email containing your order number and tracking number.

Please allow 3–5 business days for your tracking to update.

If you don't see the email, be sure to check your Spam and Promotions folders. 

2. You may also track your order here: Track Your Order

Return My Order?

If you're not satisfied with your order or it arrived damaged, simply contact us at support@thepupy.com within 30 days of delivery. 

Once your return is approved, we'll send you a prepaid return label and instructions. After we receive and inspect the returned item, your refund will be processed to your original payment method if approved.

For full details, including any product-specific conditions, please see our complete Refund Policy.

Cancel My Order?

Please contact us at support@thepupy.com as soon as possible. If your order hasn't shipped yet, we'll do our best to cancel it. If it's already on the way, you can return it after delivery in accordance with our Return Policy.

Entered the Wrong Shipping Address

Please contact us at support@thepupy.com as soon as possible with your order number and the correct shipping address. If your order hasn't been processed yet, we'll do our best to update your address.

Once an order has been processed, we're unable to make changes to the shipping address. We are not responsible for delays or lost packages resulting from an incorrect address entered at checkout. However, we will try our best!

What If My Order Never Arrived?

  1. If your order hasn't arrived, first check your Shipping Confirmation Email to make sure the shipping address is correct.
  2. If you entered the wrong address, please contact us ASAP. If your order hasn't been processed yet, we'll do our best to update it.
  3. If the address is correct but your package still hasn't arrived, please contact our Support Team. We'll investigate the issue with the carrier and help resolve it as quickly as possible.
  4. If your order exceeds our Guaranteed Delivery Timeframe (40 Days for the USA & UK, 60 Days for other countries, we'll send you a FREE Replacement or issue a Full Refund.