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FAQs - Orders


To ensure your questions and concerns are answered as quickly as possible. We have created this FAQ page that you can refer to, where you will hopefully find the answers to all of your questions.

We have created this page in hope to provide many customers with instant answers to their questions to save them from waiting.

If your question cannot be answered on this FAQ page and your issue needs someone to personally handle it, then we will be sure to respond as quickly as possible to offer you a solution.

If your question is not answered on this page you do not need to send another email, we will still be checking the emails and if we see an issue that cannot be answered on this page we will respond to as soon as possible.

Q) WHEN WILL I RECEIVE MY PRODUCT? 

UK Express Shipping 
Generally takes 5-8 business days, depending on your location. Factoring in processing and shipping times, delivery time can take up to 15 business days.
US Express Shipping
Generally takes 10-18 business days, depending on your location. Factoring in processing and shipping times, delivery time can take up to 25 business days.
Australia Express Shipping 
Generally takes 7-10 business days, depending on your location. Factoring in processing and shipping times, delivery time can take up to 17 business days.
Standard Shipping (Temporarily removed during Free Express Shipping offer)
Generally takes 10-25 business days, depending on your location. Processing time can take up to 3 days unless, priority processing is selected. Factoring in processing and shipping times, delivery time can take up to 28 business days. 


If your item does not arrive within the estimated delivery time we would be happy to issue you a full refund for the inconvenience.

We do not want anyone to have any concerns about being scammed, so we can assure you that you will either get your money back or receive the product you ordered in due time. 

Q) I PAID FOR 24 HOUR DELIVERY, WHY DIDN’T I RECEIVE IT ON THE NEXT DAY?

Unfortunately we do not offer next day delivery. You may have misunderstood our priority shipping option which places your order above existing orders to skip the processing queue. This means your order gets processed quicker which can save up to 24 hours.

We always make sure our priority processing orders are processed straight away and we can assure you that you have benefited from this service if you selected the option and you should receive your order a little earlier than usual. 

Q) WHY IS MY ORDER TAKING SO LONG TO ARRIVE?

We can only apologise for the long delivery time. It usually does not take long, but there are many issues that are out of our control that have arisen due to COVID-19.

We processed your order as soon as we possibly could, from there it is in the hands of the courier and there are many factors that may have an impact on the delivery time, especially during this current pandemic situation. 

Your package should still arrive, it just might take a little longer than usual. We are very sorry for the wait.

Q) CAN I HAVE A REFUND?

Our store policy states that we can only refund a product if you have received the wrong item, it is damaged before use, or it has not been delivered within 30 days. You can find this information here: 

Refund & Cancellations – Pup Luck (pup-luck.com)

You can contact us if you do qualify for a refund, however, please note:

We need clear visual evidence to fulfil any refunds.

Q) CAN I CANCEL MY ORDER?

We can only cancel orders for particular circumstances. If your order has been already shipped then we cannot cancel your order. 

You can find out more information on cancellations here: 

Refund & Cancellations – Pup Luck (pup-luck.com)

Q) I PUT IN THE WRONG ADDRESS DETAILS, CAN I CHANGE THEM?

Please get in touch with our customer service email as soon as you can because we cannot change your information after it is processed and shipped.

You will need to give us your order number and the updated information.

Q) I CHOSE THE WRONG SIZE/COLOUR, CAN I CHANGE IT?

Please get in touch with our customer service email with the correct details as soon as you can, because we cannot change your information after it is processed and shipped.

You will need to give us your order number and the new size/colour. 

Q) WHY HAVEN’T I RECEIVED A CONFIRMATION EMAIL?

There must have been an error as we automatically send an email or SMS text message to all customers confirming their order.

Could you please first check your junk/spam folder if it has been sent there?

After checking this and you have not received a notification confirming your order, you may have entered an incorrect email while making your order.

If you require a receipt/confirmation email, then please contact our customer service email with your order number. We will then resend your confirmation email/SMS text message, or we will send the notification to the email you have contacted us with. 

Q) WHY ISN'T MY TRACKING NUMBER WORKING?/HOW DO I USE MY TRACKING NUMBER?

You can track your order with your unique tracking number on our 'Track your order' page here:

Track Your Order – Pup Luck (pup-luck.com) 

If it is not working then you either have the wrong carrier selected, your tracking number has not been activated yet, there has been an error, or you have been given the wrong tracking number.

Please bear that your order is still on the way even if your tracking number is not working. 

Q) WHY DOES MY TRACKING NUMBER PROVIDE ME NO INFORMATION?

 

Tracking numbers may take up to 5 days to be activated to provide any information. Though you may have received your tracking number, this does not mean it is activated yet. We encourage you to wait a few days before checking back to see if there have been any updates.

On the rare occasion that the tracking number is faulty, you may not receive any tracking information. But rest assured, your item will still be on its way and arrive in due time.