How can we help?
Answers on orders, shipping, returns and cashback.
Sign in to see your orders and tracking.
Chewed it? Still returnable.
Send it back within 30 days, chewed, slept on, or ignored. We'll refund it either way.
Orders & shipping
When it leaves us, what it costs to send and where it's up to.
When will my order ship?
We aim to ship every order within 24 hours. As soon as yours is on its way, you'll get an email with a tracking link.
Do you offer free shipping?
Yes. Every order over $50 ships free.
How do I track my order?
Your shipping confirmation email has a tracking link. You can also sign in to your account to see every order and where it's up to.
Returns
Thirty days to change your mind.
What's your returns policy?
Returns are free for 30 days, chewed or not. Send it back chewed, slept on, or ignored and we'll refund it either way.
Can I return something my pet has already chewed?
Yes. Your pet is the one in charge, and sometimes the verdict is no. If it didn't work out, send it back within 30 days and we'll refund it, teeth marks and all.
What if I bought the wrong size?
Products that come in sizes have a Size & fit section on their page that tells you what to measure. If it still doesn't fit, returns are free for 30 days.
How do I start a return?
Get in touch with your order number and we'll take it from there.
Cashback & store credit
Shop with us, get some back to spend next time.
How does cashback work?
Most products earn cashback. You'll see how much on the product page and in your cart before you check out.
Cashback is paid as store credit to your Pupperly account, and you can spend it on your next order.
When will I get my cashback?
Once your order ships. It isn't added when you place the order, so give it a day or two. We'll email you when it lands.
How do I spend my store credit?
At checkout, sign in with the email you ordered with. Your balance shows up as a payment option, and you can put some or all of it towards your order.
How do I check my store credit balance?
Sign in to your account. Your balance is shown on the Orders page.
Does store credit expire?
Yes. Store credit expires 3 months after it's added to your account, so don't let it sit too long.
Is there anything that doesn't earn cashback?
Orders that use store credit don't earn cashback. On everything else, it's worked out on what you pay for the products after any discounts, not on shipping.
How does refer a friend work?
Place an order while signed in and your thank-you page shows your own referral link. Share it with a friend who hasn't shopped with us before.
- Your friend gets $5 in store credit when they sign in through your link.
- You get $10 in store credit when their first order ships.