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Frequently Asked Questions

Version Date: May 13. 2021

How do i pay for my order?

We accept Visa, MasterCard, Visa, American Express, Visa Electron, Visa Delta. The card billing address must be registered one of our deliverable countries. Please note, we do not currently accept payments by cheque or by phone.

What currency can i pay with?

We only accept payments in American Dollars ($ USD). The price for the item, which is inclusive of tax, will be shown on each product page.

Can i use paypal?

You can also choose to pay with PayPal. To proceed with PayPal you will need to tick the box to accept the Terms and Conditions. When selecting this option at checkout, you will be directed to the PayPal site to ‘Log In’ and review the amount shown and shipping address before clicking ‘Pay Now’. Once this transaction is complete, you will then return to Click here for further information on PayPal returns

When should I expect to receive my package?

International orders may take 15-40 business days to arrive.

For questions or concerns about the delivery of your package please contact our customer support directly at

Please note that it may take longer than usual to fulfill your order as we work to ensure the health and safety of our teams during COVID-19. We’ll send an email with tracking information upon shipment. Thanks for your patience.

Is there a shipping cost?

First Class shipping within the US is about $8.00 USD – $12.00 USD

International orders will charge about $10.00 USD – $15.00 USD

( Exact shipping costs are calculated for you at checkout)

Why isn’t the tracking link working once I receive an email confirmation on the order?

Tracking information will be available 24-48 hours after processing your order.

*Please note when tracking international orders use:



 I still have not received my package, What do I do?

Feel free to contact yourpuppystore 24/7 at ( with your order number, so that we can help you locate your order, and give you up-to-date shipping and tracking information.

The tracking states it has been “Delivered” but I have not received it yet. What do I do?

We want you and your pet to be able to enjoy your order! and if your package has been marked as “Delivered” and you haven’t yet received it, please feel free to contact our customer support team at (

You can contact the United States Postal Service (for domestic orders) directly for additional information, by using the USPS tracking number that was emailed to you.

Post Office does not have my package. What do I do?

If you or your local post office are having issues locating your package, please contact yourpuppystore customer support at (



 I have not received an email confirmation for my order?

Email confirmations will be sent out once we have printed the shipping label for the product and begin packaging. Please allow 24-72 hours to process orders for shipping.

If you do not receive your order confirmation after 72 hours, please contact our customer support team at

Please note that it may take longer than usual to fulfill your order as we work to ensure the health and safety of our teams during COVID-19. We’ll send an email with tracking information upon shipment. Thanks for your patience.

Can I change my shipping address after placing an order?

Yes, you can change your shipping address prior to your package being shipped. Please contact yourpuppystore customer support team at (

Can I change the shipping address after USPS has processed and shipped out my order?

We are unable to change the shipping address once it has been packaged and processed through USPS shipping facility. Make sure to provide your correct address so that you can receive your order. We are not responsible for orders that are delivered to the wrong address provided by the customer. 

Exchange Policy:

We do not accept returns nor make refunds. Please, do not send items back without contacting us first because we may only work on exchanges. 

Exchanges may be made for any item except for those that are personalized or customized. 

The customer is responsible of contacting us within 7 days of delivery regarding any issues with their orders such as the item being defective or broken. We may always replace the item free of charge in case it’s received in a defective condition.  

How do i register:

Welcome to yourpuppystore!

Simply click the LOGIN / SIGN-UP button at the top of any yourpuppystore page. Please do ensure you have filled out the form correctly, paying particular attention to those fields marked with an asterix (*). Take note of the email address used to register with us and your password. Then hit the “APPLY” button.

We would highly recommend that you fill out all your details when registering an account.

You are now on your way to a better future! How about starting with new arrivals.

I am having problems registering an account Here are some things to consider when registering an account:

  1. Address: If your address is long we would kindly ask you to use both address fields to complete your full address. Should you enter a work address, please ensure to include the company name.
  2. Post code: Entering spaces and/or symbols may result in an error. Please enter your post code without spaces or symbols.
  3. Phone number: Entering spaces may result in an error. Please enter your phone number without spaces.
  4. Password: – Your password must be between 8 to 20 characters in length.

– Your password must contain a combination of letters and numbers, symbols are excluded. [ex.] u1n2i3q0.

If you still encounter errors while completing the registration form, please contact us and provided us with the following:

– Date/time you tried to register. – A screenshot of the registration form (showing your address and any error messages). – Email address you would like to register with.

If I need to change my address or other details, what do I have to do? If you need to edit your address, simply log into your account and go to the “ADDRESS BOOK” section of your account. Click the “EDIT” button to amend your address.

If you need to edit your profile details, you will need to log into your account. Then go to the “PROFILE DETAILS” section in your account and make your changes. Here you are able to change your name, password and mobile number.

Once you are finished, hit the “APPLY” button.

Please note that you cannot change the email address on your account. Should you wish to register a new emails address, you will need to set up a new account.


Feel free to contact us 24/7 at ( 

Not finding the help you need? - (Monday - Friday) 9 to 21 (EST)