Contact information
Contact us
We are Pup Purse. If you have a question about your order, about the bag itself, about shipping, or about something that has arrived damaged, faulty or wrong, email us at support@mypuppurse.com and a real person will read it and answer you.
Email is the best way to reach us, and it is the only way we can look up or change an order.
Reply times
We read every email and reply as quickly as we can, usually within two business days. If you write to us over a weekend or a public holiday, we will get to you on the next business day.
Please include your order number
Put your order number in the email if you already have one. It is in your order confirmation email, and it saves us both a round of messages. If you are writing about a damaged, faulty or wrong item, attach a photo or a short video showing the problem at the same time so we can sort it out in one go.
If you want to cancel, email us within 24 hours
Every Pup Purse is made to order after you buy it, so the cancellation window is short. You can cancel for a full refund within 24 hours of placing your order, before your build is committed to the factory. After 24 hours your bag is in production and cannot be cancelled.
Because that window is only 24 hours, do not wait for a reply before you write. Email support@mypuppurse.com straight away with "Cancel" and your order number in the subject line. The time we receive your email is what counts, not the time we answer it. Full details are in our refund policy.
If something 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, and we will put it right. If you spot a fault later than that, write to us anyway - our refund policy explains what happens next. Nothing on this page limits the rights you have under the consumer law where you live.
If you are waiting on your order
Your bag is made after you order it, so please allow up to 16 weeks from order to doorstep. If it has been longer than that, email us. We will tell you where your order is and what your options are, including cancelling for a full refund if you would rather not keep waiting. This is set out in our refund and shipping policies.
Phone
We do not run phone support. Everything is handled over email, so please write to us at support@mypuppurse.com rather than calling.
Business details
Pup Purse
22 Rustic Ridge Road, Randolph, NJ 07869, United States
Email: support@mypuppurse.com