Shipping policy

Shipping policy

The short version

Every Pup Purse is made to order. Nothing ships from stock. Allow up to 16 weeks from the day you order to the day it lands on your doorstep. If we run past that, we will email you and you can cancel for a full refund. Please read the rest of this page before you order so there are no surprises at week twelve.

Everything here is made to order

We do not hold stock. There is no warehouse shelf with your bag on it.

When you place an order, you are placing a pre-order. Your bag gets built after you order it, in the batch your order goes into. That is the whole model, and it is why the wait is what it is. One product, made in batches, no leftover inventory.

To be straight with you about what that does and does not mean: your bag is made to order rather than pulled off a shelf, but it is not personalised to you. It is the same Pup Purse everyone else in your batch is getting.

How long it takes

Up to 16 weeks from order to doorstep. That covers everything: waiting for your batch to start, production, quality checking, and shipping to you.

Most of that time is production, not transit.

We would rather tell you 16 weeks and get it to you sooner than tell you a month and leave you refreshing a tracking page in week six. This is a brand new product and we are still learning exactly how long the build takes, so we are not going to guess low to make the checkout look better.

So please treat week ten, week twelve and week fourteen as normal. They are not late. Late is after week 16, and we deal with that below.

If your order takes longer than 16 weeks

If we cannot get your bag to you inside the window we stated, we will email you before the window runs out. That email will tell you the new expected date and give you a straight choice:

- wait for the new date, or

- cancel and get a full refund of everything you paid, including shipping.

You do not have to justify the decision and we will not try to talk you out of it. If you ask to cancel because we missed our own window, we refund you in full to your original payment method. No restocking fee, no partial refund, and no store credit instead of your money back.

You can also email support@mypuppurse.com yourself once the 16 weeks have passed, any time before your bag has been delivered, and ask us to cancel and refund you. We will do it.

If you do not reply to that email, we will treat it as you cancelling and refund you in full.

If we cannot give you a realistic new date at all, we will not string you along. We will cancel the order ourselves and refund you in full.

This right applies whatever the reason for the delay, and it sits on top of anything else on this page.

Changing your mind before we build

You have 24 hours from placing your order to cancel it for a full refund. Email support@mypuppurse.com with "Cancel" and your order number in the subject line and we will take care of it. What counts is the time your email reaches us, not the time we answer it.

After 24 hours your order is committed to the factory and the build is underway, so we cannot cancel it. Because each bag is made to order, we do not accept change-of-mind returns after that point. Please be sure before you order.

If you are ordering from the EU or the UK, consumer law there gives you cancellation rights in some situations, and nothing on this page is meant to take away a right you actually have. If you are in the EU or the UK and you want to cancel outside the 24-hour window, email support@mypuppurse.com and we will look at it with you rather than pointing you at a policy page.

And none of this affects your rights if the bag arrives damaged, faulty or wrong. Those rights stand no matter what, and are covered in our refund policy.

Where we ship

We ship worldwide. If we cannot ship to your country, or your address is somewhere carriers refuse to deliver, we will email you and refund you in full.

Please check your shipping address carefully at checkout, including apartment or unit numbers. If you spot a mistake, email support@mypuppurse.com straight away with your order number and the corrected address. We can usually fix it any time before your bag ships. Once it has shipped, we cannot change where it is going.

If a parcel comes back to us because the address was wrong or nobody could receive it, we will email you to arrange redelivery, and reshipping costs may apply.

Shipping rates

Shipping is calculated at checkout, based on your delivery address. You will see the exact amount before you pay. There are no shipping charges added afterwards.

The shipping charge covers getting the parcel to you. It does not cover customs charges, duties or import taxes. Those are separate and explained below.

Tracking

You will get a tracking number by email as soon as your bag leaves the factory. Not when you order - when it ships. Since production is most of the wait, that email will land a long way into the 16 weeks.

Here is the part people find alarming, so we want to say it up front: international tracking goes quiet. It is completely normal for a tracking page to sit on the same status for several days, sometimes a week or more, while your parcel is in transit, being handed between carriers, or sitting in customs. Nothing is wrong. Silence is not a lost parcel, it is just a scanner that has not scanned anything yet.

Tracking usually wakes up again when the parcel reaches your country and the local carrier picks it up.

If your tracking has not moved for 14 days, email support@mypuppurse.com with your order number and we will chase it for you.

Customs, duties and import taxes

If you are outside the United States, your parcel may be charged customs duties, import taxes or a handling fee by your own country. These are set by your government, not by us, and they are your responsibility to pay.

They are not included in the price you paid at checkout unless your checkout explicitly said import charges were included.

Customs can also hold a parcel for inspection, which adds time. That is outside our control and is one of the reasons our window is as wide as it is.

We declare every parcel honestly. We cannot mark your order as a gift, understate its value, or change the description on the customs form. Please do not ask.

If a parcel is refused at customs, or sent back because import charges were not paid, email support@mypuppurse.com with your order number. We will tell you what we can refund once we know what came back to us and what we were charged for the return. If customs destroys a parcel instead of returning it, email us anyway and we will look at it with you.

Delays outside our control

Factory shutdowns, public holidays, weather, strikes, carrier backlogs and customs inspections all happen, and none of them are things we can hurry along. We will keep you posted if any of them affect your order.

This does not take away your right to cancel for a full refund if your order passes the 16-week window. That right applies whatever the reason for the delay.

If your bag arrives damaged, faulty or wrong

Email support@mypuppurse.com within 30 days of delivery with your order number and a photo or short video showing the problem, and we will sort it out with a replacement or a refund. Full details are in our refund policy, including what happens if you spot a fault later than that. Nothing on this page limits your legal rights in the US, EU, UK, Australia or anywhere else you are protected.

Contact us

Email support@mypuppurse.com with your order number and we will get back to you, usually within two business days. We read every message.

Pup Purse

22 Rustic Ridge Road, Randolph, NJ 07869, United States