SHIPPING & DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
4-15 Business days |
| Canada, Europe |
10-20 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Pug Merchandise (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://pugmerchandise.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Good, convenient backpack. On Spitz weighing 3.2 kg size M sat perfectly.
Perfectly corresponds to the picture.
Nice backpack. But the cat was longer.
The store helped with the choice of size, the carrying came quickly enough. Sits cool)) on Pekingese took L. Now we can walk for long distances and if it gets tired it will be easier to drag it))
Very convenient carrying
Great. The back is dense. I recommend. less L take no sense. I took XL as a gift for poodle 6 kg.
I liked the carrying, but I did not guess with the size. I bought s on Spitz weight 2 kg and need m. I will order again.
Super
All is well, thank you
It was perfect for my dog. It has a side closure and then up a velcro clasp.
Material very good, like
Excellent!
On that Terrier, 5 years old, weighing 2200, the size M came up perfectly also for dressing perfectly, chose focusing on reviews, came to Ukraine in three weeks!!! Very satisfied, especially PESEL! Thanks to the store;;
Suspenders Super but about 2 cm for short
Very good quality and very good idea. For great I think it would be the most. But alas we were not enough. I shouldn't have read the description. Everything is very well described there. I think I will order a couple of sizes more.
It's perfect, my dog weighs 9 kilos and I ordered size XL
Good quality, satisfied.
Good, sewn qualitatively, took on Toya 3.5 kg, M, everything came up, thanks to the store, recommend this product
Come peque, order 1 size more
The thing is good! Made very high quality. But I would like to give advice to manufacturers-make side compression puffs! Like on backpacks. That it would be possible to adjust the completeness a little. We have York, 3,5 kg. Long, but thin. Therefore, along the length, on the paws everything came, and inside... You can still put half a dog)). I think that there are not few of them in other breeds, and there will be the same problem. We will think of something, because. The thing is good and on a bike with a dog to ride very cool! Delivery is very fast!!! We recommend the goods and the store!
I love it. It's beautiful and strong
Delivery to moscow 3 weeks. Excellent backpack, dog 1,6 kg, there is another place
The dog is happy, she is comfortable, i'm happy. 3.5 kg-m
Cool backpack, especially liked the coloring, bought the size l, on that poodle 4.5 kg, took that would ride with him on the bike... With unaccustomed he was not comfortable, about the size i can not say, it seems normal, does not fall out, bought for 506 rubles, went a month... I recommend
The goods were sent quickly, the track was tracked and already h/w 20 days took by post (perm territory). Carrying is sewn qualitatively threads do not stick out. Took on the toychik 2,7 kg, on the back 30 cm. It came well, only a little widely most likely for more nourished dogs. i do not know how comfortable the dog is, but we will get used to it. I recommend the product to buy. The store of all the goods and many buyers.
The product fully corresponds to the description, the quality is good. It came in 3 weeks. Fully served during the journey. Seller recommend
Autumn came quickly! The size of a three-month puppy is a bit too big, but it sits cool, the puppy is comfortable. It is necessary to order the size more skill. Quality is excellent! Thank you!
Nice backpack and tougher than i expected. Also at an amazing price. My five-pound dog is doing just fine.
Great kangaroo. For a dog is not familiar yet, but for me very comfortable.! On the road is not a substitute thing. Took for a dog 4,5 kg.
The product was like I expected. I paid shipping fee though free shipping.
My terrier weighs 1300 kg, big kangaroo, but does not fall out, the dog up to 2300 kg is perfect
Approached ga dog 3500 kg
Very good quality! The fabric is pleasant, fastens securely! Took for a mini that terrier to climb the mountains, a very convenient thing!!! I recommend! The store is excellent! Thank You
Perfect as the photo
Great item! Excellent quality! Come quickly! I recommend to everyone!
The dimensions of my maltese swamp: neck-28, chest circumference-42; back length-34-35, weight 5 kg. How should i sit? The photos are different, personally i want a little higher on the chest. Quality is good, thanks to the store, and the amount indicated on the parcel less at my request.
Nice carrying bag for dog, according to the description and the photo. The size L is suitable for dogs under 6 kilos. My dachshund weighs 8 kilos, too small for a dachshund. Neat packaging. Delivery in 20 days. The product is solid.
We bought two for our pets and one of them is small, we'll buy a bigger one for the other bitch again. Size m a chihuahua nearly 3 kg looks great. Very good material. 100% recommended!
Super happy very nice
Very good quality fabrics, fast delivery. Upper band should be higher for better support
Very fast delivery, good quality
I recommend fast store good product dog weighs 4 kilos. And i size l. even one. Size. Smaller. Better. But i'm happy
Size M but sizes are very small
Super
It is a lot sturdier than expected, I’m not sure if I went a little too big in size but my dogs arms don’t fit in the top holes as comfortably. The holes are lower than where his arms are. Also the opening on the top is too wide for him, I feel like it should hug him better.
It's too small for my 3,5 kg maltezer. Dog is not sitting comfortably. But the thing is good quality, looking good. Very fast shipping
The description was correct. The material looks good, i'm just testing it but it looks tough. I feel satisfied with the purchase.
great quality !!! took a m size for a 2 years old chihuahua (my dog's back : 28cm) and it's perfect ! my dog isn't too confortable with it yet but I won't use it often so it's perfect
Very good and tough
I liked it very much.
Cool backpack, for a one-year zvergschnauzer weighing 5,5 kg, the maximum size in the butt was.
The product is wonderful as the same observance, good quality but come in a long time full 1 month