FREQUENTLY ASKED QUESTIONS
How can I contact SAFEPUPPY?
You can email us at contact@safepuppy.co.uk, and our customer service team will be happy to assist you with anything you need!
Do you ship worldwide?
Currently, we only ship to Europe.
Can I modify/cancel my order?
Since we aim to process orders as quickly as possible, any modification or cancellation request must be made within 12 hours of placing the order. Requests made after this period will be denied. Your order can be returned for a full refund after receipt.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.
When will my order be processed?
All orders are processed and shipped from our warehouse. Please allow extra time for processing during holidays or sales periods. Orders are processed Monday through Friday. Orders will be processed within 1 to 3 business days from the order date and shipped the day after processing. Please note, we do not ship on weekends.
How long will it take to receive my order?
95% of orders are delivered within 6 business days.
What if I don't receive my order?
If you do not receive your order within 30 days after shipment, you are entitled to a full refund.
How can I return an item?
Please contact us at contact@safepuppy.co.uk. If the return is not related to a defective/incorrect/damaged item, return shipping costs will be at your expense.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you received an incorrect, missing, and/or defective item. Include your order number, photographs of the item(s), and any references related to your package receipt. We will do our best to resolve your case as quickly as possible.
When will I receive my refund?
All refunds will be credited to your original payment method. If you paid by credit or debit card, refunds will be sent to the issuing bank within 7 to 10 business days after receiving the returned item or cancellation request. If you haven't received credit for your return, here's what you should do: Contact your bank or credit card issuer, as it may take some time before the refund appears on your account.