Frequently Asked Questions (FAQ's)

What payment methods do you accept?

Depending on your country, device, currency, and checkout availability, we may accept:

PayPal
Visa
Mastercard
American Express
Apple Pay
Google Pay
Other payment methods displayed during checkout

Payments are processed through Shopify and trusted third-party payment providers.

The payment options available to you will be shown at checkout before you complete your order.

Is my payment information secure?

Our store uses Shopify’s secure checkout infrastructure and third-party payment providers that use encrypted payment transmission and fraud-prevention controls.

Pups Bar does not normally receive or store your complete card number.

No online payment system can be guaranteed to be completely risk-free, so customers should also protect their devices, passwords, and payment accounts.

What currency will I be charged in?

Prices may be displayed in US Dollars or another supported local currency, depending on your location and Shopify Markets settings.

The final currency and amount charged will be shown at checkout before payment is completed.

Your bank or payment provider may apply currency-conversion or international transaction fees. These charges are controlled by the payment provider and are not collected by Pups Bar.

Do you ship internationally?

Yes, we ship to many international destinations.

Shipping availability depends on:

Product restrictions
Carrier coverage
Customs regulations
Delivery-address eligibility
Fulfilment availability

If we cannot ship an item to your location, checkout may block the order or we may cancel and refund it.

How much does shipping cost?

Shipping costs, if any, are shown during checkout before payment.

Some products, promotions, or destinations may qualify for free shipping.

Do not assume that every order includes free shipping unless the product page or checkout clearly states it.

How long does order processing take?

Orders are generally processed within 1–2 business days after payment has been authorized and verified.

Business days do not include weekends or public holidays.

During busy periods, holidays, product launches, or unexpected fulfilment delays, processing may take slightly longer.

How long will delivery take?

Estimated delivery times begin after your order has been dispatched.

United States

Estimated delivery: 7–21 business days

International Orders

Estimated delivery: 10–30 business days

These are estimates, not guaranteed delivery dates.

Delivery may be delayed by customs, weather, carrier disruptions, public holidays, local postal services, or other circumstances outside our reasonable control.

How can I track my order?

When tracking is available, you will receive a shipping confirmation email with a tracking number.

Please allow several business days for the tracking information to become active.

Tracking may temporarily stop updating while a shipment is:

Moving between countries
Passing through customs
Being transferred to a local carrier

If your tracking has not updated for an unusually long period, contact us at support@pupsbar.com.

Will I have to pay customs fees or import duties?

International orders may be subject to customs duties, import taxes, brokerage charges, or other government fees.

Unless checkout clearly states otherwise, these charges are not included in the product price or shipping cost.

Customs charges are determined by the destination country and are the customer’s responsibility.

We do not control or predict the amount of these charges.

Why did I receive only part of my order?

Products may be fulfilled from different warehouses or suppliers.

As a result:

Items may arrive in separate packages
Each package may have a different tracking number
Packages may arrive on different dates

You will not be charged additional shipping solely because we divide an order into multiple shipments.

If part of your order has not arrived, review all tracking numbers included in your shipping emails or contact our support team.

Can I change my shipping address?

We will make reasonable efforts to update the address before fulfilment, but changes cannot be guaranteed after the order has entered processing or has shipped.

Customers are responsible for providing a complete and accurate delivery address.

Can I cancel or change my order?

We may be able to help if the order has not yet entered fulfilment.

Once processing or shipping has started, cancellation or modification may no longer be possible.

If the order has already shipped, it must be handled under our Returns and Refund Policy.

What should I do if my item arrives damaged, defective, or incorrect?

Inspect your order as soon as it arrives.

If the product is damaged, defective, missing components, or different from what you ordered, contact us within 7 days of delivery.

Please include:

Your order number
A description of the problem
Clear photographs or video
Photos of the packaging and shipping label, where relevant

Depending on the circumstances, we may offer:

A replacement
A full or partial refund
Store credit
Replacement parts
Another reasonable solution

Do not discard the product or packaging until we have reviewed your claim.

Can I return an item?

Yes. You may request a return within 30 days of receiving your order, subject to our return conditions.

Eligible products should generally be:

Unused, unworn, and unwashed
In the same condition in which they were received
Returned with original tags, accessories, and packaging where applicable
Accompanied by proof of purchase

Some products cannot be returned for hygiene, safety, customization, or legal reasons.

Please review our full Returns and Refund Policy before requesting a return.

How do I start a return?

Email support@pupsbar.com and include:

Your full name
Order number
Product you wish to return
Reason for the return
Photos or video, where relevant

Do not send an item back before receiving return instructions.

Unauthorized returns or returns sent to an incorrect address may be refused or delayed.

Who pays for return shipping?

If the return is caused by our error, such as a damaged, defective, or incorrect product, we may cover reasonable return shipping costs or provide another suitable resolution.

For returns caused by change of mind, sizing, preference, accidental ordering, or another reason not caused by us, the customer is generally responsible for return shipping.

Original shipping charges are usually non-refundable unless the return resulted from our error or applicable law requires otherwise.

Can discounted items be returned?

Products purchased with a discount code or during a general sale remain eligible for return unless they were clearly marked Final Sale before purchase.

Refunds for discounted items are based on the amount actually paid.

When will I receive my refund?

Once an approved return is received, we may take up to 5 business days to inspect it.

Approved refunds are sent to the original payment method.

After we issue the refund, your bank or payment provider may require an additional 5–10 business days to post it to your account.

Processing times are controlled by the payment provider.

What if my package is marked delivered but I cannot find it?

First:

Confirm the shipping address on your order
Check your mailbox, porch, parcel locker, reception, garage, or safe location
Ask household members, neighbors, or building staff
Contact the local carrier
Allow up to 48 hours in case the carrier marked it delivered early

If the package still cannot be found, contact us with your order number and tracking details.

We will review the available information and may assist with a carrier investigation.

Refunds or replacements are considered individually based on the tracking information, carrier findings, and applicable law.

What if my order appears to be lost?

Please provide:

Your order number
Full name
Shipping address
Tracking number

We may need to wait for the carrier’s investigation period before approving a replacement or refund.

How can I contact customer support?

For order questions, shipping concerns, returns, payment issues, or general support, contact:

Pups Bar
Operated by AdZeal Commerce LLC
Email: support@pupsbar.com
Website: https://pupsbar.com

Please include your order number when asking about an existing purchase.