How do I report a problem with my order ?
You can report problems with an order by sending us an email to email@example.com. Be aware that pupsdogs may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.
How long do I have to submit a claim for a return/exchange ?
Any claims for damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.
Covid-19 pandemic ?
Due to Covid-19 pandemic,we are temporarily suspending product returns however any problem that occur because of an error on our part will be handled at our expense.
My order shows it is being returned to sender, what now ?
There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned. You will receive notice once the order arrives back to our facility. We would advise contacting us to determine how would you like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned, or had an incorrect address originally provided.
What if the order is lost in the mail ?
For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We’ll cover the costs of shipping a replacement order for you.
We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to double check that you got in touch with their local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.
What happens if a package isn't delivered, but the tracking states that it did ?
DustProofMasks will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.
In the rare cases that a parcel is marked as delivered by the courier,pupsdogs would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient’s address.
In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient’s address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person – e.g. “left under table on back porch.”
If you are unable to locate the package, you will need to place a new manual order to have it reshipped. We’re not yet able to assist with filing claims with shipping carriers but hope to do so in the future!
What if the address was wrong ?
If the shipping address was wrong, then you are held responsible. Usually, the package is sent back to the return address. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order.
If you want to return the product, where should it be sent ?
Packages sent out from our US fulfillment centers should be returned to our New Jersey facility. Its address is 202 Docks Corner Road, Suite 240 Unit A Dayton, NJ 08811.
How are returns handled differently when comparing quality concerns or customers changing their minds ?
Any returns or problems that occur because of an error on our part will be handled at our expense. Cases where you would like to exchange or return a product without any defect would be handled at your expense by placing a new order. Unclaimed returns get donated to charity after 4 weeks.
What if the product is damaged in the mail ?
If something arrives damaged, send a photo of the damaged goods to firstname.lastname@example.org, then we’ll gladly send a replacement at no cost to you.