Frequently Asked Questions

Shipping

How long does shipping take?

We ship internationally with delivery times of 1–3 weeks depending on your location. Most orders arrive within 7-14 business days. You'll receive a tracking number as soon as your order ships.

Do you offer free shipping?

Yes! We offer free shipping on all orders over $50. Orders under $50 have a flat shipping fee applied at checkout.

Do you ship worldwide?

Yes, we ship to most countries worldwide. Shipping times and fees may vary by destination.

Returns & Refunds

What is your return policy?

We offer a 15-day money-back guarantee. If you're not completely satisfied with your purchase, contact us within 30 days of receiving your order and we'll make it right — no questions asked.

How do I start a return?

Email us at support@pupsup.com with your order number and reason for return. We'll guide you through the process and issue a refund within 5–7 business days of receiving the returned item.

Do I need to return the item?

For most cases, yes. However, if the item is damaged or defective, we may offer a replacement or full refund without requiring a return. Just send us a photo of the issue.

Products

How do I care for the Cooling Comfort Mat?

Wipe clean with a damp cloth. Do not machine wash or submerge in water. Store flat or rolled in a cool, dry place.

Are your products safe for all dogs?

Yes. All PupSup products are made from pet-safe, non-toxic materials. If your dog has specific sensitivities, please review the product materials listed on each product page.

What size harness should I order?

We recommend measuring your dog's chest girth and referring to the size guide on the product page. When in doubt, size up — the adjustable straps allow for a snug, custom fit.

Orders & Support

Can I change or cancel my order?

Orders can be modified or cancelled within 24 hours of placement. After that, your order may already be in processing. Contact us as soon as possible at kauancoelho.us@gmail.com

How do I track my order?

Once your order ships, you'll receive an email with your tracking number. You can use this to track your package directly on the carrier's website.

I haven't received my order — what should I do?

If your order hasn't arrived within the estimated delivery window, please contact us at kauancoelho.us@gmail.com and we'll investigate right away.