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?
For U.S. orders under $60, Standard Shipping is $8.00, and Express Shipping is $12.00 when available. U.S. orders of $60 or more qualify for Free Standard Shipping. Your exact available shipping options and final shipping cost are shown at checkout before payment.

How long will my order take?
Orders are typically processed within 1–2 business days. Delivery is typically estimated at 5–8 business days after your order has shipped. Delivery timeframes are estimates and can vary by carrier, destination, fulfillment location, weather, and time of year. Full details are in our Shipping Policy.

Will I get tracking?
Yes. Once your order ships, we email you a tracking number when tracking is available. 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 from the date you receive your item to request a return. The item must be unused and in its original packaging with tags where applicable, and you will need your receipt or proof of purchase. Email support@explorepuppy.com to start a return. Please do not send items back before requesting one. Full terms are in our Refund Policy.

How do I send a return?
Contact us first at support@explorepuppy.com. If your return is accepted, we will send instructions explaining how and where to send the package. Please do not return an item before receiving return instructions.

Do I pay for return shipping?
For change-of-mind returns, incorrect size selections, or other customer-preference returns, the customer is responsible for return shipping costs unless we state otherwise. If you receive an incorrect, damaged, or defective item due to an error on our part, contact us and we will provide an appropriate solution. When a return is required because of our error, you will not be charged additional return-shipping costs. See our Refund Policy for full details.

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

Can I cancel or change my order?
Contact us as soon as possible. We can only attempt a cancellation or address change before the order has shipped. Once an order has shipped, it can no longer be cancelled.

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.

Is it safe to order from Explore Puppy?
Yes. Our checkout runs on Shopify. 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.