Shipment
Where will my order be shipped from?
We work with several companies with offices around the world to fulfill orders. Your order will be shipped from the facility that can fulfill it most efficiently based on your location.
How long does it take for the order to arrive?
It usually takes 2-5 business days for an order to be processed and shipped. Shipping time depends on your location, but can be estimated as follows: 6-14 business days. Please also note the longer processing time for a customized product, as we wait for your response before putting it into production.
Will I be charged customs fees for my order?
Your orders may be subject to an additional customs and tax fee. This fee is beyond our control and is collected by your local customs office. Customs policies vary widely from country to country. Please check directly with your local customs office to determine if you will be required to pay duties and taxes on your purchases.
My order should have arrived by now, but I still haven't received it. What should I do?
Before you contact us, please help us by doing the following:
- Check your shipping confirmation email for errors in the delivery address.
- Check with your local post office to see if they have your package.
- Visit your neighbors in case the courier left the package with them.
If the delivery address was correct and the package wasn't delivered to the post office or to your neighbor, please contact us at info@updogs.store with your order number. If you find an error in your delivery address, we can send you a replacement order, but shipping will be at your own expense .
Tracking your order
Once your order has been shipped, you will receive an email with a tracking number and a link to track your package.
Please wait 24-48 hours for tracking information to become available.
Customs duties, levies and taxes
UPDOGS.STORE is not responsible for any duties and taxes charged on your order. Any fees charged during or after shipping are the responsibility of the customer (duties, taxes, etc.).
Customs regulations vary greatly from country to country. Please contact your local customs office for further information.
Correct shipping address
Please ensure that all shipping information is correct. If incorrect or missing information results in your package being returned, you will be responsible for reshipping costs once we have confirmed the updated address with you.
Wrong address
If the address provided is deemed insufficient by the courier service, the shipment will be returned to us and the customer will be responsible for re-shipping costs after confirming an updated address.
Order changes and cancellations
Once an order has been processed and shipped, we cannot make any changes or cancellations .
Order
How are your products made?
We work with many print-on-demand shippers with locations worldwide. Depending on where you are located, your orders will be printed and shipped by the facility that can do so most efficiently. This helps us deliver your products faster and reduce shipping costs.
How can I track my order?
You will receive a tracking link via email once your order has been shipped.
I received an incorrect/damaged product, what should I do?
We are very sorry if the product you ordered arrived damaged. To resolve this issue quickly, please send us an email to info@updogs.store within 30 days.
(a) photos of the damaged product,
(b) your order number and
(c) all other details of your order.
We will contact you as soon as possible to find a solution.
Return
What is your return policy?
We don't offer returns or exchanges, but if there's anything wrong with your order, please let us know by contacting us at info@updogs.store within 30 days ! Be sure to include your order number and a detailed description of the issue. Our team will review your case and find a solution as quickly as possible.
Do you offer refunds?
Refunds are only offered to customers who have received incorrect or damaged items. If this applies to you, please contact us within 30 days at info@updogs.store with photos of the incorrect or damaged items. Include your order number and a detailed explanation of the problem. We will investigate the situation and either send you a replacement or issue a refund.
Can I exchange an item for a different size/color?
We currently do not offer exchanges . If you are unsure which size fits best, please refer to our size chart in the product description. While it is rare, it is possible that an item you ordered was mislabeled. If this happens, please notify us at info@updogs.store within 30 days of receiving your order. Include your order number and photos of the mislabeled item, and we will send you a new item or refund your purchase price.
What if the address was wrong?
If the address provided is insufficient and the shipment is returned to us, you will be responsible for the reshipment costs after we have agreed on a new address with you. Please ensure that the address provided during checkout is complete and correct to avoid this situation. If your package is returned due to an incorrect address, we will contact you to confirm the correct information and arrange reshipment at your expense.
What happens if the shipment is not picked up?
Unclaimed shipments will be returned to us, and you will be responsible for the reshipment costs. If you are expecting a delivery and have not received your package, please check with your local post office or courier service. We will notify you by email if an unclaimed shipment is returned to us.
Do you accept returns of sealed goods?
For health and hygiene reasons (Directive 2011/83/EU, Article 16(c) and (e)), we do not accept returns of sealed goods such as face masks. All returned orders containing face masks will not be dispatched further but will be disposed of. This policy ensures the safety and well-being of all our customers.
Customers: If you receive a damaged or defective face mask, please contact us within 30 days with photos of the problem, and we will resolve the issue.
EU consumer notification
According to Directive 2011/83/EU, Article 16(c) and (e) , the right of withdrawal does not apply to:
- Goods made to your specifications or personalized .
- Sealed goods that are no longer sealed after delivery and cannot be returned for health or hygiene reasons.
Refuse returns
We reserve the right to refuse returns at our sole discretion.