Help Centre
FAQ
Who do I contact with questions?
You can reach out to us via email and we will aim to be in touch within 24 hours of any issue.
Email: hello@cuddlepupz.com
We are in the process of implementing a live chat to better help your needs moving forwards.
When will you process my order?
We aim to process the order on the day of the purchase but depending on peak times it could be processed 24-48 hours after purchase.
Where are you located
CuddlePupz is run by JD and Karl who live in Spain and Dubai.
When will I receive my order?
This completely depends on the order, as a result the processing time depends on several things; when you placed it, country etc. Keep in mind that once order is made you cannot make any changes.
However, here’s what you can expect from shipping:
UK 5-10 Business Days
EU 5-10 Business Days
US 5-10 Business Days
UAE 5-10 Business Days
What happens if I get a broken/defective product?
If you have unfortunately received a broken product, buyers are entitled to request a product replacement within 14 days of receiving the item. If the case is deemed valid, we will cover related costs to deliver a replacement. Please be aware to send a photo of the damage within 24 hours after delivery to hello@cuddlepupz.com, otherwise we can't accept the refund.
Shipping Policy
Shipping policy
Cuddlepupz partners with major international shipping companies like FedEx, SF Express, DHL, UPS, and EMS who work with local couriers - allowing us to ship direct to your door and proudly offer flat rate world-wide shipping.
You will be charged when your order and all payments are subject to verification and approval before shipping and may take several days to process. To help fight credit card fraud, orders with incorrect billing information or requiring additional verification may be delayed and/or cancelled.
Shipping Process
We require between 2-5 working days on average to fulfill your order and transport it to our carrier's sort facility. Some items may take longer especially around major holidays (up to 10 days), or if your order includes popular items experiencing stock availability issues.
Once your order has begun processing through our shipping department we are unable to make any changes (including address changes). We will only ship to the address provided at check-out.
We only ship during business days and do not ship on Saturdays, Sundays or holidays. Once your order has shipped, you will receive a Shipping Confirmation email.
For orders with multiple items, products may be shipped separately and received on different dates due to the difference in manufacturing partners’ locations.
Tracking
All orders are processed with tracking numbers. You will receive an email with the tracking number when you order is dispatched to the carrier's sort facility.
For some shipping companies, it can take several days for the tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Deliveries
Shipping time varies by country or region. Specific delivery dates are not provided nor guaranteed. These are our estimates for your reference:
| Location | *Estimated Shipping Time |
|---|---|
| United Kingdom | 5-10 Business days |
| Europe | 5-10 Business days |
| US | 5-10 Business days |
| UAE | 5-10 Business days |
*Note: The days listed above are only estimates in business/working days and do not include our 2-5 day processing time.
While we will do all that we can to make sure you order is delivered on time, Cuddlepupz cannot be held responsible for conditions beyond our control such as required postal or customs clearance procedures, holidays, severe weather, labor disputes, protests, etc. and these interruptions can cause delays beyond our original delivery estimates.
Duties, Taxes, and Other Fees:
International shipments may be subject to import taxes, duties and/or customs clearance fees, which are levied once a shipment reaches the recipient's country. These fees are the sole responsibility of the recipient. Cuddlepupz has no control over these charges, nor can Cuddlepupz predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs incurred.
Customs policies vary widely by country. If you have questions we recommend that you contact your local customs office for more information.
Lost/Stolen/Damaged Packages:
Cuddlepupz is not responsible for lost, stolen or damaged packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it and/or file a claim with your respective shipping carrier.
Note: We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests and we may not be able to honor your claim if it is not reported.
Wrong Address Disclaimer:
It is the responsibility of the buyer to make sure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change.
Feedback
We would love to hear your feedback, questions, or any concerns. Please feel free to email us at hello@cuddlepupz.com to let us know how we are doing. We take your feedback very seriously and are always striving to improve.