FAQ

Order & Products

How are your products made?

We use print-on-demand – your product isn’t made until you order it. No inventory, no overproduction. This means it takes a little longer than with traditional stores, but it’s much more sustainable. Depending on your location, your order will be printed and shipped by the production partner closest to you.
What are customizable products?

You can recognize customizable products right away by their names – they have additional fields that you can fill out when placing your order. After placing your order, you’ll usually receive an email from us within a few hours with your design or a mockup. You check to make sure everything looks right, give your approval – and only then does production begin. This is how we ensure that you get exactly what you envisioned.
Can I change or cancel an order?

Unfortunately, once an order has been processed and shipped, we can no longer make any changes or cancellations. However, for customizable products, you have the option to make adjustments as long as the design has not yet been approved.
I received the wrong product or a damaged product

This shouldn’t happen – but if it does, please contact us within 30 days at info@updogs.store. Send us:

  1. Photos of the damaged or incorrect product
  2. Your order number
  3. A brief description of the problem

We’ll find a solution – whether that’s a replacement or a refund.
Where can I find the size chart?

For every product with available sizes, you’ll find a tab with the size chart right below the product description. For clothing, there are usually two options: “Measure yourself” and “Product dimensions” – this way, you’re 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 then takes another 6–14 business days, depending on your location. For customizable 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 manufacturing partners around the world. Your order will be printed and shipped from the location closest to you. This saves on shipping time and keeps costs low.
How can I track my order?

As soon as your order has been shipped, you’ll 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 reshipping. We will then contact you to confirm the correct address.
My order hasn't arrived

Before you contact us, please quickly check the following:

  • Is the address on your shipping confirmation correct?
  • Does your local post office perhaps have the package?
  • Did a neighbor accept the package?

If none of that 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’ll 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’s best to check directly with your customs authority.

Payment

What 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 made specifically for you via print-on-demand, we generally do not accept returns or exchanges. However, if there is a problem with your order, please contact us within 30 days at info@updogs.store – including your order number and a description of the issue. We’ll 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’ll review the issue 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: Check the size chart listed under the product before placing your order. If an item was mislabeled, please contact us within 30 days at info@updogs.store – including photos and your order number. We’ll then, of course, provide a replacement or a refund.
What happens if a shipment isn't picked up?

Unclaimed shipments will be returned to us. You are responsible for the costs of reshipping. If you are expecting a delivery and your package has not arrived, please check with your local post office or the courier service. We will contact you by email if a shipment is returned.
EU Right of Withdrawal

Pursuant to Directive 2011/83/EU, Article 16(c) and (e), the right of withdrawal does not apply to:

  • Goods that have been custom-made or personalized according to your specifications
  • 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. Thanks to print-on-demand, we only produce items once you place an order – no overproduction, no unnecessary inventory. While this takes a little longer, it’s significantly more resource-efficient. For polyester products, we use recycled materials whenever possible.

Events & Community

Where can I meet you at events?

We regularly sponsor puppy pageants, 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 by providing prizes for the winners – such as backpacks, bags, and gift cards. Are you planning an event and interested in partnering with us? Email us at info@updogs.store.

Contact

What’s the best way to reach you?

The fastest way is by email to info@updogs.store. You can also send us a message on Instagram @updogs.store.