We normally process orders and hand them to the carrier within 1–2 business days after payment confirmation, excluding weekends and company-observed holidays.

Once your package has been handed to DHL or FedEx, the first tracking update may take 24–48 hours to appear.

Creating a shipping label does not necessarily mean the carrier has received your package.

If tracking has not updated for 3 business days after the initial 24–48-hour tracking period, or your package has passed its estimated delivery window, please contact info@pupmiette.com.

Our estimated Standard Shipping carrier transit times are:

These estimates begin after the carrier receives your package and do not include the 1–2 business day order processing period.

Delivery estimates may be affected by weekends, holidays, weather, customs clearance, or carrier disruptions.

For available Expedited Shipping options, the estimated timeframe is displayed at checkout.

We fulfill orders through a combination of our own U.S.-based warehouse operations and third-party fulfillment warehouses located in the United States.

If items in your order are stored at different inventory locations, they may be shipped separately.

For example, your dog's sweater and jacket may arrive in different packages, even if they were purchased together.

Each shipment will have its own tracking information, and packages may arrive on different days.

You will not be charged additional shipping fees solely because we divide your order into multiple shipments.

My order says "Shipped," but tracking hasn't updated. What should I do?

The first tracking update may take 24–48 hours after carrier handover. If tracking remains unchanged for 3 business days after this initial period, please contact info@pupmiette.com for assistance.

My package is taking longer than expected. Can you help?

Absolutely! If your package has passed its estimated delivery window, contact us with your order number and tracking details.

We will open an investigation within 1 business day and provide updates at least every 2 business days while the investigation remains open.

We aim to resolve delivery investigations within 5–7 business days.

If we cannot locate your package and provide a reasonable delivery estimate after 7 business days of investigation, we will offer a replacement at no additional cost or a refund.

Tracking says "Delivered," but I can't find my package.

First, please check your delivery location, household members, building reception or mailroom, package lockers, delivery photographs, and carrier notices.

If your package is still missing, contact info@pupmiette.com. We will begin reviewing the issue within 1 business day.

A "Delivered" tracking status does not automatically close your claim. If we cannot establish correct delivery within 7 business days of investigation, we will offer an appropriate replacement or refund.

I received only part of my order. Where are the remaining items?

Your order may have been divided into multiple shipments because products were stored at different fulfillment locations. Please check whether your shipping confirmation includes separate tracking numbers.

If an item is confirmed missing rather than still in transit, contact us so we can arrange an appropriate replacement or refund.

My package arrived damaged or contains the wrong item. What should I do?

We're sorry that happened! Please contact info@pupmiette.com with your order number, a brief description of the problem, and relevant photographs where available.

For pet clothing, this may include damaged stitching, incorrect sizes or colors, defective fastenings, or other product or fulfillment issues.

Reporting visible damage or missing contents within 48 hours helps preserve shipping evidence, but contacting us later does not automatically remove your rights.

For a confirmed fulfillment error or shipping damage, we will arrange an appropriate replacement or refund according to our Shipping Policy and Return & Exchange Policy.

An unboxing video is not required.

If you have difficulty tracking your shipment or need assistance with a delivery problem, please contact us.

To help us locate your order, include:

• Your order number;
• The email address used at checkout;
• Your tracking number, if available;
• A brief description of your concern.

We respond to general shipping inquiries within 2 business days.

For active delivery investigations and reported order problems, shorter response periods apply as explained in our policies.