FAQ
Where are you located?
A: Rio Rancho, NM, just north of Albuquerque
How long does it take for an order to ship?
A: We process your orders within hours of receipt, except for the weekends. If an item(s) are out of stock, we will either have it shipped separately, or order it and ship when received. We order from our vendors 1 - 2 times per week as needed. Depending on your order will determine when it will ship. Custom and made-to-order items will ship in 1 - 3 weeks depending on the designer.
Is your site secure?
A: Yes, our site uses SSL Encryption to ensure our customers data is safe.
Can I cancel my order?
Orders can be cancelled within 24 hrs after received. After the initial 24 hrs, the order is in automatic fulfillment, if you need to cancel, a 15% cancellation fee will apply. If you paid with a credit card, we can not refund you until the following day. It has to go thru the bank processing before it can be refunded.
What if I order something that is sold out and discontinued?
Items can sell out at anytime, we will try to locate the item by contacting several other online and brick and mortar stores. This can often take several days. If we are unable to find it, we will check to see if you have a second choice, if not we will refund you in full.
What is difference in First Class and Priority.
First Class can take 3 - 10 days after it is shipped, depending on USPS. Priority is usually delivered in 2 - 3 business days after it is shipped. We normally ship via USPS, however some orders will ship FedEx or UPS.
APO/FPO
PupRwear will ship to most Armed Forces addresses. These shipments are always sent USPS, and cannot be shipped with Express mail. PupRwear has no control over transit times for these orders due to their customs and military mail procedures.
How will I know my order has shipped?
If you have ordered more than one item, we might ship your order in separate shipments. You will receive an email with the tracking via email with the information as to what items are shipped. PupRwear sends all shipments out with a tracking and/or delivery confirmation number. You will be emailed this information.
PupRwear does not claim any responsibility for lost or stolen packages. Once the carrier shows a package has been delivered, complaints should be directed to the carrier. Please reference the tracking number that was emailed to you in your shipment confirmation.
USPS - 1.800.ASKUSPS
I placed an order and did not receive an order confirmation, what does that mean?
After your order is placed, your order number will appear in the top left corner after it is submitted. Confirmation will be sent to the email address you provided. Check your spam folder, if it isn't there, then you might have provided the wrong email address. Contact us and we can change your email info and resend the order confirmation.
Do you ship to my country?
We do ship internationally to several countries, if your country does not appear at checkout, then you need to contact us to see if we can ship to your country. We ship USPS International Priority with tracking. It will be tracked until it reaches it's destination. We are no longer responsible for the package once it is mailed, it is then the property of USPS. If you have issues with lost mail, we suggest you contact us to add insurance and/or signature requirement.
If you are ordering outside the US please allow additional time for your order to get through customs. PupRwear is not responsible for any taxes or dues that may be associated with the shipment.
When do you charge my credit card?
Your credit card is charged at the time your order is placed. That includes Amazon Pay, Google Pay, Apple Pay and also Paypal. We can not process your order without payment.
Do you offer financing?
Yes, you can chose Paypal 'Buy Now, Pay Later' or Afterpay at checkout. All info is kept confidential.
Do you offer wholesale?
No, we do not offer wholesale at this time.
What are your hours?
Our hours are Monday - Friday 9 a.m. to 5 p.m. MST. We are closed on holidays and weekends. If you need assistance after hours, please contact us with the date and time you would like to speak to us and we can arrange a time as long as it is before 9 p.m. MST and after 8 a.m. MST. We are closed the week after New Years for physical inventory. Orders will still be processed, however returns and exchanges will be delayed.
How do I contact you?
Phone: 505-891-9244. Email: bark@puprwear.com We do answer the phone during business hours. If you need assistance with measuring, we will be happy to assist you. If you email us regarding an order, PLEASE include the Order Number in the Subject Line so it does not get lost in our spam mail. We try to answer within 6 - 48 hours, if you do not hear from us, please click on the CONTACT section and enter your info.
We want your shopping experience to be pleasurable. Any suggestions will be appreciated.