Frequently Asked Questions
Is this a pre-order?
Yes. Every Pup Purse is built after you order it. Please allow up to 24 weeks from the day you order to the day it arrives at your door.
Are the photos of a real bag?
No. Pup Purse is in its first production run, so no bags have been built yet. Every image on this site is a computer-generated rendering of the design. It shows the shape, color and proportions we have given our manufacturer, and the finished bag is being made to match — but small details may come out differently. The moment the first real bags exist, these get swapped for photos of them.
Why does it take up to 24 weeks?
It is made for you rather than picked off a shelf, and that window covers the build itself plus the journey to your door. We would rather quote you honestly and get it to you sooner than promise you a month and leave you waiting.
Can I cancel my order?
Yes, within 24 hours of placing it, for a full refund. After 24 hours it is in production and cannot be cancelled. Email support@mypuppurse.com with "Cancel" and your order number in the subject line. What counts is when your email reaches us, not when we answer it. Full details are in our refund policy.
What happens if it takes longer than 24 weeks?
You can cancel for a full refund at any point after the 24 weeks have passed, as long as it has not been delivered yet. We will also write to you to tell you where your order is and what your options are.
Do you accept change-of-mind returns?
No. Because every bag is made to order, we cannot take back a bag simply because you changed your mind. Anything damaged, faulty or wrong is always fully covered.
What if it arrives damaged, faulty or wrong?
Email support@mypuppurse.com within 30 days of delivery with your order number and a photo or short video of the problem. We will replace it or refund you in full. If you spot a fault later than that, write to us anyway.
Can I get a custom bag made to look like my own dog?
No. Pup Purse is one original design, a golden retriever, and it is the same bag for every buyer. We do not offer custom or per-pet bags.
How do I reach a real person?
Email support@mypuppurse.com. A person reads every email and we usually reply within two business days. Email is the only way we can look up or change an order, so please write rather than call.