questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
General Questions
Products/Services Questions
Account Questions
Technical Questions
Refund Policy
Shipping Policy
Contact Questions
1. General Questions
What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 14 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns, so you can try our products risk-free.
Returns Policy
If you are not completely satisfied with a PawppiesPlug purchase or gift for any reason, PawppiesPlug welcomes you to return unused products for a full refund to your original method of payment if returned within 14 days of purchase, in most cases.
Please review our return, refund, and exchange policies below for purchases made on pawppiesplug.com, purchases of PawppiesPlug items on third-party marketplaces (including, but not limited to, Instagram, Google, YouTube and Facebook), Products must be returned in unused condition. PawppiesPlug monitors return activity for abuse and reserves the right to limit returns or exchanges at PawppiesPlug in all instances. All returns are subject to validation and approval at PawppiesPlug discretion. If a return is not approved by PawppiesPlug for any reason, the item may not be returned to you.
1. Finding Products
Search for Products
Know exactly what you want? Or perhaps you're just searching for a puppy toy, Use our comprehensive Search box located in the header center of our site to find the exact product you need, or browse through the results that fit your criteria. You can enter a product number or even a partial description of the product. You can be as broad as "dog toy" or as specific as "chewing toy."
Search for Gifts
Searching for that perfect gift? Trying to stay within a budget? Browse our Gifts section to view the newest gift sets and selections for the season.
Product Information
After you have found the perfect product, you can read the benefits and usage tips on each product detail page. The information is located beneath the product details. All the available colors, formulations, and sizes are listed below the detail text.
Product Availability & Out of Stock Products
PawppiesPlug carries thousands of products and hundreds of brands. Occasionally, an item may be temporarily out of stock. Our stock is replenished on a weekly and sometimes a daily basis depending on the particular item and brand. Some pages have an "email me" feature that notifies when the product is back. If the product says, "coming soon" or "temporarily out of stock," come visit us again.
Account registration, sign in, password & linked accounts
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen. Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Order status & history
Tracking an Order
You can track the status of your order online at pawppiesplug.com. Click on Track Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1 - 3 business days from the time your order has shipped.
Order Statuses:
Order Submitted - "Placed"
Once you have placed your order on PawppiesPlug and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.
Canceling or Modifying an Order
Before you place your order, you can view the contents and the total amount in your shopping basket.
Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.
Partially Canceled Orders
If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If the initial order you placed met the $50 minimum free shipping threshold, but part of your order was canceled by PawppiesPlug , the order will still ship for free.
Refund Policy
14 Day Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@pawppiesplug.com. Please note that returns will need to be sent to the following address: Email Us in order to get address.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@pawppiesplug.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Not with standing the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@pawppiesplug.com.
Shipping Policy
Processing Time:
Orders are processed within 1-3 business days. During peak seasons or promotions, processing times may vary. Please note that returns will need to be sent to the following address: Email Us in order to get address.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@pawppiesplug.com.
Standard Shipping: Typically, orders arrive within 2-4 weeks after processing. Please note that shipping times may vary depending on the product and destination.
Express Shipping: Available for select products, with delivery typically within 5-12 business days after processing.
Tracking Information:
Once your order is shipped, you will receive a tracking number via email or SMS (if provided) to track your package's progress.
Shipping Fees:
Shipping costs vary based on product weight, size, and destination. The shipping fee will be calculated at checkout.
International Shipping:
We offer international shipping to most countries worldwide. Please check if we ship to your country during the checkout process.
Call us
1-801-200-3807 (U.S. or Canada)
Representatives or Breeders are available:
MON-FRI: 9 am to 5 pm EST
SAT-SUN: Use our Online Chat Support
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Representatives are available: 24/7