FAQs

Frequently asked questions

Every item is made to order, so here's the full timeline: Standard is about 10–19 business days total (3–5 days to make + 7–14 to ship), and Expedited is 6–12 business days.

If your order has more than one item, the pieces may be made at different facilities and arrive in separate packages a few days apart — you'll get a tracking number for each.

Delivery times may vary depending on your location, carrier delays, and other external factors. Full details are in our Shipping Policy.

During the holidays, order early and keep an eye out for our Christmas cut-off dates!

Every Pugly Pack item is made to order, so we don't accept returns for change of mind. We'll make it right, free of charge, if:

The item is defective
The item is damaged in transit
You received the wrong item, size, or design

Email support@puglypack.com within 30 days of that item's delivery with your order number and a few photos of the issue. In most cases you won't need to ship anything back, we'll send a replacement or issue a refund, whichever you prefer.

Ordered the wrong size? We can't take it back, since it was printed just for you. Please check the size chart on each product page before ordering — and if you're between sizes, email us and we'll help you pick.

Email us at support@puglypack.com within 24 hours of ordering with your order number and what you'd like changed — address, size, or canceling altogether. We'll do our best to catch it before production starts.

After that, your item is likely already being made and we can't make changes. Since everything is printed just for you, we're not able to cancel an order once it's in production.

We don't. Every item is made to order, so there's a 3–5 day production window before anything can ship — no carrier can shorten that part.

Expedited Shipping is our fastest option: about 6–12 business days from order to doorstep. If you need something by a specific date, email us before you order and we'll tell you honestly whether it's doable.

Standard shipping is $9.99 and Expedited is $19.99. Even better — Standard shipping is FREE on orders over $79, and Expedited is free on orders over $199 (US only). You'll always see the exact shipping cost at checkout before you pay.

We accept all major credit and debit cards — Visa, Mastercard, American Express, and Discover — plus Shop Pay, Apple Pay, and Google Pay.

All payments are processed securely, and we never store your card details.

Our products are made both in the USA and overseas — it depends on the item. For each product, we choose the partner who makes that specific style best, so you get the highest quality and the best value. Every order is checked before it ships out to your pack.