FAQ

Answers to the questions we get asked most. If you don't see yours here, email support@explorepuppy.com and we'll help.

Shipping

Where do you ship?
We currently ship to addresses within the United States only. We do not ship internationally at this time.

How much does shipping cost?
Standard Shipping is $8.00 and Express Shipping is $15.00. Standard Shipping is free on orders of $70.00 or more (order subtotal, before taxes). Your available options and the exact cost are always shown at checkout before you pay.

How long will my order take?
Orders are processed within 1–2 business days. Transit time starts once your order is handed to the carrier and varies by carrier, destination, and time of year. All delivery timeframes are estimates and are not guaranteed. Full details are in our Shipping Policy.

Will I get tracking?
Yes. Once your order ships we email you a tracking number. If you have not received tracking information, email us and we will look into it for you.

Returns & Refunds

Can I return my order?
Yes. You have 30 days after receiving your item to request a return. The item must be unused and in its original packaging with tags, and you will need your receipt or proof of purchase. Email support@explorepuppy.com to start a return — please don't send items back before requesting one. Full terms are in our Refund Policy.

Do I pay for return shipping?
If your return is accepted, we send you a return shipping label along with instructions on how and where to send your package.

When will I get my refund?
Once we receive and inspect your return, we let you know whether it was approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may need extra time to post it.

Can I cancel or change my order?
Orders can be cancelled or have their address updated any time before they ship. Email us with your order number as soon as possible and we will do our best to catch it.

Ordering & Support

What payment methods do you accept?
Checkout is handled by Shopify Checkout, and every payment method available to you is displayed at checkout before you pay. Your payment details are never stored on our website.

Is it safe to order from Explore Puppy?
Yes. Our checkout runs on Shopify, which encrypts your payment and personal information. You can review how we handle your data in our Privacy Policy.

How do I choose the right size?
Products that come in multiple sizes include measurements on the product page, and many include a size guide in the product images. Measure your pet first and compare before ordering. If you're between sizes or unsure, email us and we'll help you choose.

How do I contact you?
Email support@explorepuppy.com, or use the form on our Contact page. Include your order number if your question is about an existing order so we can help you faster.