FAQ

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.

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.

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.

Before contacting 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 parcel.
• Go round to your neighbours if the courier has left the parcel with them.

If the delivery address was correct and the parcel has not been left with the post office or your neighbour, please contact us at info@updogs.store with your order number. If you have found an error in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

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.

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.

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.

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.

Once an order has been processed and shipped, we are unable to make changes or cancellations.

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.

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

We are very sorry if the product you ordered arrived damaged. To help us resolve this issue quickly, please email us at info@updogs.store within 30 days with (a) photos of the damaged product, (b) your order number, and (c) any other details about your order. We will get back to you as soon as possible to find a solution.

We do not offer returns or exchanges, but if there is something 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 problem. Our team will review your case and find a solution as soon as possible.

Refunds are only offered to customers who 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.

We do not currently offer exchanges . If you are unsure of which size fits better, please refer to our size chart in the product description. Although rare, it is possible that an item you ordered was mislabeled. If this is the case, 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.

If the address provided is insufficient and the shipment is returned to us, you will be responsible for the cost of reshipping after we agree a new address with you. Please make sure 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 details and arrange reshipment at your expense.

Unclaimed shipments will be returned to us and you will be responsible for the cost of reshipping. 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 via email when an unclaimed shipment is returned to us.

For health and hygiene reasons (Directive 2011/83/EU, Article 16 letters 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 wellbeing of all our
Customers. If you receive a damaged or defective face mask, please contact us within 30 days with photos of the problem and we will provide a solution.

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

• Goods that are made to your specifications or personalized.
• Sealed goods which are no longer sealed after delivery and cannot be returned for health or hygiene reasons.
  
  

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