Shipping policy

Delivery

When will I get my order?

Due to Covid-related delays at our suppliers, please allow up to 5 business days for order fulfillment. Shipping time for filled orders depends on your location, but can be estimated as follows:
USA: 4-14 business days
International: 10-20 business days

Where will my order ship from?

Order to the United States will ship from within the US. Shipping locations for other destinations vary.

Will I be charged customs for my order?

An additional customs and tax fee can occur on international (non-US) orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases.

My order should be here by now, but I still don't have it. What should I do?

Before getting in touch with us, please help us out by doing the following:

Check your shipping confirmation email for any mistakes in the delivery address.
Ask your local post office if they have your package.
Stop by your neighbors in case the courier left the package with them.

Pro tip: Package theft is on the rise during holiday seasons — If you're expecting a home delivery and you know you won't be home to accept it, use an address where you know you'll be!

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at support@pupwax.com with your order number.

How do I track my order?

If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at support@pupwax.com.

I received a wrong/damaged product, what should I do?

We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at support@pupwax.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!