Ordering & Products
How are your products manufactured?
We work with print-on-demand – your product is only produced when you order it. No inventory, no overproduction. This takes a little longer than with traditional shops, but it is significantly more sustainable. Depending on your location, your order will be printed and shipped by the production partner closest to you.
What are Customize products?
You can recognize custom products by their name – they have extra fields that you can fill out when ordering. After placing your order, you will usually receive an email from us within a few hours with your design or a mockup. You check to see if everything is correct, give your OK – and only then does production begin. This is how we ensure that you get exactly what you want.
Can I change or cancel an order?
Unfortunately, once an order has been processed and shipped, we cannot make any changes or cancellations. However, for customized products, you have the option to make adjustments as long as the design has not yet been approved.
I have received an incorrect or damaged product
This should not happen – but if it does, please contact us within 30 days at info@updogs.store. Send us:
- Photos of the damaged or incorrect product
- Your order number
- A brief description of the problem
We will find a solution – whether replacement or refund.
Where can I find the size chart?
For every product with available sizes, you will find a tab with the size chart directly below the product description. For clothing, there are usually two options: "Measure yourself" and "Product dimensions" – so you are guaranteed to find the right size.
Shipping & Delivery
How long will it take for my order to arrive?
Processing usually takes 2–5 business days. Shipping itself then takes another 6–14 business days, depending on the location. For customized products, please allow a little more time, as we wait for your design approval before production begins.
Where will my order be shipped from?
We work with various production partners worldwide. Your order will be printed and shipped from the location closest to you. This saves shipping time and keeps costs low.
How can I track my order?
Once your order has been shipped, you will receive an email with a tracking link. Please allow 24–48 hours for the tracking information to be fully updated.
What happens if the shipping address is incorrect?
Please check your address carefully at checkout. If a shipment is returned to us due to an incorrect or incomplete address, you will be responsible for the cost of reshipment. We will then contact you to confirm the correct address.
My order has not arrived
Before contacting us, please check the following:
- Is the address in your shipping confirmation correct?
- Could your local post office have the package?
- Has a neighbor accepted the package?
If none of this helps, please email us at info@updogs.store with your order number. If the address was incorrect, we can send you a replacement order – however, you will be responsible for the shipping costs.
Are there any customs duties or taxes?
Depending on the country, additional customs and tax fees may apply. Unfortunately, this is beyond our control – your local customs office collects these fees. Regulations vary from country to country, so it is best to check with your customs authority directly.
Payment
Which payment methods do you accept?
We offer you many options:
- Shopify Pay
- PayPal
- Klarna
- Credit cards (Visa, Mastercard, etc.)
- Apple Pay
- Google Pay
- Cryptocurrencies
Returns & Refunds
What is your return policy?
Since our products are produced specifically for you via print-on-demand, we do not offer returns or exchanges. However, if there is a problem with your order, please contact us within 30 days at info@updogs.store with your order number and a description of the problem. We will find a solution.
Do you offer refunds?
Refunds are available for incorrect or damaged items. Please contact us within 30 days at info@updogs.store with photos, your order number, and a description. We will review the situation and either send you a replacement or refund the purchase price.
Can I exchange an item for a different size or color?
Unfortunately, exchanges are not possible. Our tip: Before ordering, check the size chart below the product. If an item was incorrectly labeled, please contact us within 30 days at info@updogs.store with photos and your order number. We will then provide you with a replacement or a refund.
What happens if consignments are not collected?
Unclaimed shipments are returned to us. You are responsible for the costs of reshipment. If you are expecting a delivery and your package has not arrived, please check with your local post office or courier service. We will notify you by email if a shipment is returned.
EU right of withdrawal
According to Directive 2011/83/EU, Article 16(c) and (e), the right of withdrawal does not apply to:
- Goods that have been made to your specifications or personalized
- Sealed goods that have been unsealed after delivery and cannot be returned for hygiene reasons
Sustainability
How sustainable are your products?
Sustainability is important to us. With print-on-demand, we only produce when you order – no overproduction, no unnecessary inventory. This takes a little longer, but it's much more resource-efficient. For polyester products, we use recycled materials wherever possible.
Events & Community
Where can I meet you at events?
We regularly sponsor puppy contests, CSD events, meetups, and parties – mainly in Germany, but also in Spain, Belgium, Austria, the Netherlands, France, Italy, and Switzerland. Follow us on Instagram @updogs.store to stay up to date.
How does your event sponsorship work?
We support events with prizes for the winners – for example, backpacks, bags, and vouchers. Are you planning an event and want to work with us? Write to us at info@updogs.store.
Contact
What is the best way to reach you?
The fastest way is to email us at info@updogs.store. You can also send us a message via Instagram @updogs.store.