FAQ

🚚 Shipping & Delivery

How long does delivery take?

Orders are processed within 1–3 business days. Once shipped, delivery within the US typically takes 5–10 business days. You'll receive a tracking number by email after your order ships. Please allow 3–5 business days for tracking information to update. If your tracking shows "Not Found" or "Pending," this is normal — please check again after 24–48 hours.

Do you ship internationally?

Currently, we ship within the United States only. All orders are fulfilled from our US warehouse.

How much does shipping cost?

Shipping is free on orders over $35. Orders under $35 are charged a flat rate of $5.99.

Do I need to pay customs or import duties?

No. All orders are shipped directly from our US-based warehouse. Since we only ship within the United States, there are no customs fees or import duties charged to our customers.

📦 Order Tracking

How do I track my order?

Once your order ships, you'll receive a tracking number via email. You can also use our Track Your Order page. If your tracking shows "Not Found" or "Pending," please allow 24–48 hours for the system to update.

My package hasn't arrived. What should I do?

If your order hasn't arrived within 20 business days of placing it, please contact us at hello@gugugagapet.com. We'll immediately launch an investigation and process a full refund or replacement based on your preference.

↩️ Returns & Refunds

What is your return policy?

We accept return and refund requests within 30 days of delivery for items that are damaged, defective, or incorrect. Please note: we do not accept returns due to change of mind, incorrect size selection, or personal preference.

To request a return, email hello@gugugagapet.com with your order number and clear photos or videos of the issue. Once verified, we'll offer a full refund or free replacement — no need to return the item.

How long does a refund take?

Refunds are processed immediately upon approval. The time it takes to appear in your account depends on your payment method:

Credit / Debit Card: 3–10 business days
PayPal: 3–5 business days
Other payment methods: may vary by provider

If you haven't received your refund after 10 business days, please contact your bank or card issuer first, then reach out to us if needed.

🔒 Payments & Security

Is my payment information secure?

Yes. All transactions are protected with 256-bit SSL encryption. We accept all major credit cards and PayPal. Your payment details are never stored on our servers.