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.
Cool jacket. Will go for a walk in the cool evening in summer, in cloudy weather. The dimensional grid is the same. The order was 16.06 came 16.07 to Moscow. That weight is 3500. It was possible and L order, it would be slightly freer. M also looks good. Thank you store. I definitely advise the goods.
Super fast shipping!!! store sociable, quality goods!!!
Super quality!!! Thank you store
Excellent jackets
7 Mei ordered and 21 may receive. Described as on the site. Very satisfied. Fits well for my dog 7,5 kg. The Little Flowers jacket is for our future doggy. Unfortunately, our first dog slightly longer than 4 weeks died suddenly :( Hence my little dog they now both of them has appropriately.
He's great!
A good jacket, synthetics 100%, in windy and cool weather it is. The parcel came to chita for 2 weeks. On that terrier weighing 2700 took the size of m, on the back just, in the chest is more but not critical.
Jacket of good quality, corresponds to the size grid
Matches the photo and size chart, delivery is fast. Thank you!
Beautiful In my little dog
Thank you so much))) BR Max
Excellent jacket!!! Super quality! Ordered size xl per pesu 8 kg
Excellent quality
Very nice and great fit neatly finished! Thanks for the fast and good service!
Cute, good quality, little bit small for my pug
Beautifully, falls called small!
Excellent! Just as described! Thank you!
Looks great
I liked the jacket, approached the size, the quality is normal, for the spring in the same time. Size ordered m for standard york)
On mini york 2 kg is too big.
Perfect fit nice quality would buy again
super
Very beautiful and fashionable blouse, size m for chihuahua 3,5 kg came up perfectly!
Excellent quality fabric plashevka on top looks great. I ordered several positions from this collection well of everything that came only this model is worth its money.
ok all
I didn't. The money was returned.
Very good quality!
Something smaller than indicated. Good quality.
The parcel came pretty quickly. Quality is good, i liked it. Synthetic fabric, without lining, suitable for spring/autumn. Size l on york 3 kg was great.
Lovely jacket
Bomber just super!! i recommend, the quality is excellent
fast delivery, tracking number etc. Not sure about is size ok, but everything else, quality is fine
Description as it turned out, incomplete. The photo did not show the wrong part, thought the blouse on fleece, but it turned out to be thin at all. The quality of tailoring is good, but not warm and synthetic. Came quickly
To moscow the order came quickly. The quality is excellent. On york weighing 2,5 kg the size came up perfectly!
Shipping was faster than quoted - about 2 weeks. Item was as described - super cute!
Good quality!! High recommend! Thanks
It came all in the specified time!! Quality is super, sits perfectly