FAQ
Frequently Asked Questions (FAQ)
Orders & Payments
Q: Do I need an account to place an order?
A: No, you can check out as a guest. Creating an account is optional but lets you view your order history and save your details for faster checkout next time.
Q: Which payment methods do you accept?
A: We accept major credit and debit cards (Visa, Mastercard, American Express) and other payment options shown at checkout. Availability may vary by country.
Q: Can I change or cancel my order after placing it?
A: Because we start processing orders quickly, changes or cancellations are only possible before your order has been processed or shipped. If you need to modify or cancel, contact us at hello@gudpuppup.com with your order number as soon as possible. We can’t guarantee changes once processing has started.
Shipping & Delivery
Q: Where do you ship?
A: We currently ship to customers in the United States. If your address is outside our delivery area, you won’t be able to complete checkout for that location.
Q: How long does shipping take?
A: Most orders are processed within 1–3 business days, then delivered within 7–14 business days after dispatch, depending on your location and carrier performance. These are estimates and not guaranteed delivery dates, especially during peak seasons or due to weather or carrier delays.
Q: How much does shipping cost?
A: Standard shipping to the United States is free on all eligible orders, unless otherwise stated at checkout. Any paid shipping options or surcharges will be clearly shown before you complete your purchase.
Q: How can I track my order?
A: Once your order ships, you’ll receive a shipping confirmation email containing a tracking link. Tracking updates can take 24–72 hours to appear after you receive the tracking number.
Q: My tracking shows “delivered” but I didn’t receive my package. What should I do?
A: First, check with household members, neighbours, and around your property (porch, mailbox, side doors). If you still can’t find it after 3 business days, contact the carrier with your tracking number, then email us at hello@gudpuppup.com and we’ll help investigate with the carrier.
Returns & Refunds
Q: Do you accept returns or exchanges?
A: Because of the way we fulfil and ship orders, all sales are generally final. We do not accept returns or exchanges for change of mind, incorrect expectations, or if your pet simply doesn’t like the product. This helps us keep prices fair and shipping free.
Q: In what situations can I get a refund or replacement?
A: We will assist you if your item arrives damaged, defective or incorrect. In that case, contact us within 7 days of delivery with your order number and clear photos of the issue and packaging. After review, we may offer a replacement or a full/partial refund at our discretion.
Q: Do I have to ship the product back for a refund?
A: In most cases, we do not require you to send the product back. In rare cases where a physical return is needed, we’ll provide you with a return address and instructions. Return shipping costs are usually the responsibility of the customer unless otherwise agreed or required by law.
Q: How long do refunds take?
A: If a refund is approved, it is processed back to your original payment method. Most banks and card issuers take 3–5 business days to post the funds, though this can vary.
Products & Stock
Q: Are your products safe for pets and households?
A: Our products are designed for everyday use by households with pets and are made from materials commonly used in pet accessories. Always supervise your pet when introducing any new product and discontinue use if you notice excessive chewing, damage or signs of discomfort.
Q: Will your products fit my car / home / setup?
A: Fit and compatibility can vary depending on the make and model of your car or the specific use case. Please refer to the measurements and product details on each product page and compare them to your own measurements before purchasing.
Q: An item I want is out of stock. Will it be restocked?
A: Some items are limited runs, while others are restocked regularly. If a product is out of stock, you can often join the waitlist or subscribe to our newsletter for restock updates.
Account & Security
Q: Do I need an account to track my order?
A: No. Your tracking link will be sent to the email address you used at checkout. Having an account simply makes it easier to view past orders and manage your details in one place.
Q: How do I create an account?
A: Click the Account or Login icon in the store header and select Create account. Fill in your details and confirm your email if prompted.
Q: Is my payment information secure?
A: Yes. We do not store full card details on our servers. Payments are processed by trusted third‑party payment providers that use industry‑standard encryption and security protections.
General & Contact
Q: I entered the wrong shipping address. Can you change it?
A: If your order has not yet been processed, we may be able to update your address. Contact us immediately at hello@gudpuppup.com with your order number and correct address. Once an order is processed or shipped, we’re unable to modify the address.
Q: I have a question that’s not listed here. How can I contact you?
A: You can reach our support team at
hello@gudpuppup.com. We aim to respond to all inquiries within 1–2 business days.