Frequently Asked Questions

Orders and shipping

How long does delivery take?

Orders generally require 1–3 business days for processing. Standard delivery to the United States is usually estimated at 7–15 business days after processing. Delivery dates are estimates and can be affected by carriers, weather, holidays, or customs.

Will I receive tracking?

When tracking is available, it is emailed after the order ships. It can take several days for the carrier's first update to appear.

Can items arrive separately?

Yes. Products may be fulfilled from different locations and can arrive in separate packages.

Can I change or cancel my order?

Email us as soon as possible. If your order hasn't been processed yet, we can change it or cancel it for a full refund. Once it has shipped, it can't be cancelled.

What if my package is lost or never arrives?

If your tracking hasn't updated in 15 business days, or it shows delivered but you didn't receive it, email us with your order number. We'll look into it with the carrier, and if the package is confirmed lost, we'll reship it or refund you.

Refunds and product questions

Do you accept returns?

Our products ship from overseas fulfillment partners, so we can't accept physical returns. Instead, if something isn't right, contact us within 30 days of delivery and we'll make it right with a replacement or refund. Please don't mail anything back.

What if my order arrives damaged, defective, or incorrect?

Email your order number, a short description of the problem, and clear photos of the item and packaging. Once we review it, we'll send a free replacement or give you a full refund. You keep the original item.

What if I just don't like the item?

Contact us within 30 days of delivery and tell us what's wrong. We'll work with you on a partial or full refund, depending on the situation.

How long do refunds take?

Approved refunds go back to your original payment method within 10 business days. Your bank may take a few extra days to post it.

How do I choose a size or color?

Use the options shown on the product page. Review the full product description before ordering, especially for size-dependent products such as paw cleaners.

How can I contact PupFlow?

Email cornell227@gmail.com. Include your order number when asking about an existing order. We generally respond within 1–2 business days.