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FAQ's

Orders

How do I track my order?

We'll send you emails to update you on the progress of your order, or you can check its progress by clicking here

Simply enter your order number which can be located in your order confirmation email, as well as your email address, or enter your tracking number that you will have received once your order has been dispatched. 

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We will ALWAYS send ALL information that we receive from our suppliers. Unfortunately, as we only offer the basic standard shipping to provide you with more affordable shipping, sometimes tracking information may be limited on the customer's end. For any questions please contact info@pupphub.com or message us via Facebook Messenger on our Official Facebook Page for a faster response.

Why should I order online?

  • Fast – our quick one page check-out will get you on your way faster with much less frustration
  • Free Shipping within Australia and NZ– International orders are charged at flat shipping rate of $15AUD.
  • 24/7 Peace of mind – you will receive a confirmation email as soon as your order is placed and we will keep you posted with any updates to the status of your order as they happen
  • Easy re-ordering – you can save your details for faster future purchases

What information do I need to provide to make an order?

In order to process your order we require the following information:

  • Quantity of the product(s) you want to order
  • Your shipping and billing addresses
  • Phone number – in case we need to contact you quickly in regards to your order
  • Email address – for order confirmation and invoice
  • Payment method – please select of the payment methods we offer and enter your card details to complete your order

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Please read our Privacy Policy if you have concerns around your personal information. 

Can I cancel my order?

At PuppHub, we do not allow for the cancellation of any orders once the item has been shipped. Please take the time to read out processing and shipping times before placing an order so you understand when to expect your order and how to contact us if you have any questions. 

If you require to cancel your order before the item has been shipped, we can do this but you will be charged a 10% restocking fee per item within your order.

Shipping & Delivery

Where do you ship to?

We deliver FREE locally and worldwide!

When will my order be shipped?

Please allow 1-3 business days from the day you placed your order for processing. You will receive notification when your item/s have been dispatched. Please allow 7 - 15 business days for your items to arrive once shipped. 

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If you have not received notification of shipment within 7 working days of placing your order, please email us at info@pupphub.com and we will assist you the best we can. 

When can I expect my order?

The following delivery timeframes are a guide only: 

Orders can take between 1-3 business days for processing, and 7-15 business days for shipping for our internationally supplied products, although most of the time they arrive earlier. We use that time frame to take into consideration any potential delays during transit or from customs, which are unfortunately out of our control. Please note if you live in a rural or remote area, allow an additional 5 business days for delivery.

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If your order isn't received after 4 weeks, please email us at info@pupphub.com and we will contact our suppliers and investigate the matter to resolve any potential issues.

What if my items haven't arrived or they're lost in transit?

Once your parcels have left our supplier's warehouse they are then the property of the courier companies that each supplier chooses. We are legally not responsible for lost or damaged goods. However if your parcel does not reach you within our delivery time, we will do all we can to track and find your parcel for you and potentially refund you.

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Our people continue to work tirelessly under difficult circumstances, so we’re asking everyone to be kind and treat our dedicated customer service staff with the courtesy and respect they deserve. Aggressive and abusive behavior towards our people will not be tolerated. Thank you for your support and patience.

Will I receive my order by Christmas?

Given the anticipated surge in orders and the increased strain on global postal services, shipping times may experience unavoidable delays. For a seamless holiday experience, we strongly recommend placing orders by December 1st, 2023. Please be advised that purchases made after this date cannot guarantee delivery before Christmas.

It is important to note that we shall not assume liability for refunds if orders placed after December 1st, 2023, do not reach their destination by December 25th.

We appreciate your understanding and cooperation during this busy period. For any inquiries or assistance, please contact our customer support team at info@pupphub.com

Payments

How do I use coupons and discount codes?

Once you've reached the checkout stage, enter your discount code into our discount bar and click 'Apply'. If the code is valid, your discount will be applied! Please note, only one promotion/discount code is redeemable per order.

How can I pay for my order?

We accept VISA, MASTERCARD, AMERICAN EXPRESS & PAYPAL

Refunds & Returns

What is the process?

We have a 30-day return policy, which means you have 30 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 info@pupphub.comif your return is accepted, we will send instructions on how and where to send your package. The buyer is completely responsible for return shipping costs and items sent back to us. Under no circumstances does PuppHub cover return shipping charges. Returning items without first requesting a return, will not be accepted.You can always contact us for any return question at info@pupphub.com

DAMAGES & ISSUESPlease 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.

RESTOCKING FEEAll returns are subject to a deduction based on the original shipping. No handling charge. This deduction applies even if a free shipping offer was applied to the customer order.

INCORRECT DETAILS & ITEMS NOT RECEIVED PuppHub is not responsible for items that could not be shipped to their destination because of incorrect details or an undeliverable address. 

It is the responsibility of the customer to review their shipping address and information and ensure its accuracy before completing the purchase. Refunds, exchanges or replacements will not be issued on the basis of incorrect details preventing delivery in any way.

In the instance your tracking information shows as "delivered" but you have not received the goods, customers are responsible for contacting the delivery carrier directly, to locate their items. You can reach out to us directly at info@pupphub.com if you require carrier contact details and local tracking numbers. In the case the carrier can not provide you information regarding your order, please provide us with the correspondence you had with the carrier, and we will do what we can to help. Please note, we can not issue refunds or replacements unless this process is followed. 

EXCHANGESThe 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.

30 DAY MONEY BACK GUARANTEE

We want you to be fully satisfied with your purchase from PuppHub. If, for any reason, you are not happy with your product, we offer a 30-day money back guarantee.

Here are the key details of our guarantee:

  • Eligibility: This guarantee applies to all purchases made directly through the PuppHub website or authorized retailers. Only products in their original condition, unused, and with all original packaging are eligible for a refund. Please note, items purchased may slightly vary in sizes by up to 0.75 inches and capacity by up to 16oz/500ml. Refunds will not be issued based on these slight sizing discrepancies. 

  • Refund Process: To initiate a refund, contact our customer support team at info@pupphub.com or by phone within 30 days of your purchase. We will guide you through the return process and provide a return address. The returned product, must be postmarked within 30 days of purchase. Once we receive the returned product and confirm its eligibility, we will initiate the refund process. Refunds will be issued to the original payment method used for the purchase within 7 business days.

  • Non-Refundable Items: Shipping charges are non-refundable. No handling charges. We can also not accept returns due to sizing issues as our product specifications are stated on product pages for customers to make informed decisions. Nor can we accept returns for reasons such as change of mind, dislike of the product, or no longer needing the item. Damaged, modified, or non-original condition products are not eligible for a refund. 

CANCELLATION OF ORDERIf you wish to cancel your order before it has been dispatched, we will cancel and refund you for your order. However, we are unable to cancel your order if your items have already been processed and are in transit as we can not ask postal services to return the items to us. OUR 100% GUARANTEEAll products sold at the PuppHub are quality checked and tested before being sent to any customers. We guarantee the product quality of every product sold at the PuppHub Store and any product that does not meet this standard (broken or damaged during transit) are entitled to a brand new replacement product free of charge. However we can not guarantee our products will work equally for all pets due to their size and breed. Therefore some customers may find the product more or less effective than other customers or how the product is advertised for other pets. In this scenario the customer is not eligible for a refund.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD Notwithstanding 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.

REFUNDSWe 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 info@pupphub.com

CHRISTMAS SHIPPING TIMEFRAMES

Given the anticipated surge in orders and the increased strain on global postal services, shipping times may experience unavoidable delays. For a seamless holiday experience, we strongly recommend placing orders by December 1st, 2023. Please be advised that purchases made after this date cannot guarantee delivery before Christmas.

It is important to note that we shall not assume liability for refunds if orders placed after December 1st, 2023, do not reach their destination by December 25th.

We appreciate your understanding and cooperation during this busy period. For any inquiries or assistance, please contact our customer support team at info@pupphub.com