FAQ

Once an order has been processed and shipped, We can no longer make any changes or cancellations.

If the courier service deems the provided address insufficient, the shipment will be returned to us, and the customer will bear the costs of resending it after confirming an updated address.

Please ensure all shipping information is correct. If incorrect or missing information results in your package being returned, you will be responsible for the reshipping costs once we have confirmed the updated address with you.

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.

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 until the tracking information is available.

We work with various companies that have branches worldwide to fulfill orders. Your order will be shipped by the facility that can fulfill it most efficiently, based on your location.

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.

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.

UPDOGS.STORE is not responsible for any customs duties or taxes levied on your order. All charges incurred during or after shipping are the customer's responsibility (customs duties, taxes, etc.).
Customs regulations vary greatly from country to country. Please contact your local customs office for further information.

We are very sorry if the product you ordered arrived damaged. To help us resolve this issue quickly, please send us a message within 30 days an email to info@updogs.store with

(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.

You will receive a tracking link via email as soon as your order has been shipped.

We work with many print-on-demand providers with locations worldwide. Depending on your location, 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.

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.

Refunds are only offered to customers who have received incorrect or damaged items. If this applies to you, please contact us within 30 days under info@updogs.store with photos. If you receive the wrong or damaged item, please include your order number and a detailed explanation of the problem. We will review the situation and either send you a replacement or issue a refund.

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.

We currently offer no exchange. If you're unsure which size is better, check out our Size chart. The product description indicates this. Although rare, it is possible that an item you ordered was incorrectly labeled. If this is the case, please inform us within 30 days after receiving your order info@updogs.store. Please include your order number and photos of the incorrectly labeled item, and we will send you a new item or refund the purchase price.

We reserve the right to refuse returns at our sole discretion.

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.

We do not offer returns or exchanges, but if there is something wrong with your order, please let us know by contacting us within 30 days under info@updogs.store! Please contact us! Be sure to include your order number and a detailed description of the problem. Our team will review your case and find a solution as quickly as possible.

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.