1. Shipping Destinations

We currently ship to:

• United States
• Canada
• Australia
• Selected countries and regions in Europe

Our primary supported European destinations include:

• Germany
• France
• Italy
• Spain
• Netherlands

We may also ship to certain other European countries and regions where delivery service is available. Availability is subject to checkout confirmation and shipping access at the time of order.

2. Regions We Do Not Ship To

Due to sanctions, logistics limitations, service disruptions, customs risks, or delivery restrictions, we do not ship to the following destinations:

• Russia
• Belarus
• Crimea
• Donetsk
• Luhansk
• Zaporizhzhia
• Kherson

The EU continues to maintain sanctions related to Crimea and the occupied regions of Donetsk, Luhansk, Zaporizhzhia, and Kherson. In addition, guidance reflecting current carrier restrictions notes that major carriers such as FedEx, UPS, and DHL have suspended service to Russia and Belarus.

We also do not ship to other disputed, restricted, embargoed, or high-risk areas where delivery service cannot be completed safely or reliably.

If your shipping address is outside our service range, the checkout system may prevent the order from being completed. If an order is placed and we later determine that delivery is not possible, we will contact you at info@puptandem.com.

3. Free Shipping

We offer the following free shipping thresholds:

• Free U.S. shipping on orders over $100
• Free international shipping on orders over $200

If your order qualifies, the free shipping discount will be applied automatically at checkout.

4. Order Processing Time

Orders are typically processed within 1–2 business days.

Processing time does not include weekends or holidays. During peak periods, promotional periods, or times of unusually high order volume, processing may take a little longer.

Additional delays may also happen if:

• Shipping information is incomplete or needs verification
• An order contains multiple items requiring separate packing
• Weather, customs, or carrier disruptions affect movement
• A destination address is remote or harder to access

If your order is delayed beyond our normal processing window, please contact us at info@puptandem.com.

5. Estimated Delivery Times

Estimated delivery times are listed below for reference only. Actual delivery may vary depending on destination, customs clearance, local carrier conditions, weather, and seasonal volume.

For other eligible European destinations, delivery usually takes 8–16 business days, depending on the local shipping network and customs handling.

6. Shipping Carriers

We work with reliable shipping partners based on destination, parcel size, and routing availability. Carriers may include:

• USPS
• UPS
• FedEx
• DHL
• Local or regional delivery partners

The carrier used for your shipment may vary depending on the order and delivery destination.

7. Product Packaging and Shipment Notes

Our products include training tools, potty-training items, soft accessories, and everyday support products for new dogs. Because of this, packaging may vary by item type.

For example:

• Soft goods may be folded or compressed for efficient shipping
• Training accessories and walking tools may be packed individually or together
• Multi-item orders may sometimes ship in separate packages

If your order is shipped in more than one parcel, you may receive separate tracking updates.

8. Tracking Your Order

Once your order has shipped, you will usually receive a shipping confirmation email with tracking information.

Please allow 24–72 hours for tracking updates to appear after your package has been dispatched, as carrier systems may need time to register the shipment.

If you do not receive tracking details or your tracking has not updated for an extended period, please contact info@puptandem.com.

9. Shipping Address Accuracy

Please review your shipping address carefully before placing your order.

If you notice an error in your shipping information, contact us as soon as possible at info@puptandem.com. If your order has not yet entered processing or shipment, we will do our best to help update the address.

Once an order has been processed or shipped, address changes may no longer be possible.

We are not responsible for delays, delivery failures, or additional fees caused by incorrect or incomplete shipping information provided at checkout.

10. International Shipping and Customs

International orders may be subject to customs review and local import procedures. Delivery times for international shipments can be affected by customs clearance and local regulations.

Customers are responsible for understanding their local import requirements. If a shipment is delayed, held, returned, or refused due to customs-related reasons or local restrictions, we will do our best to assist, but we cannot guarantee delivery in situations outside our control.

11. Delays Beyond Our Control

While we work hard to ship orders on time, delays may occasionally occur due to:

• Weather conditions
• Holiday congestion
• Customs processing
• Carrier disruptions
• Remote-area delivery limitations
• Force majeure events

We appreciate your patience if unexpected delays happen and will do our best to help you track and understand your shipment status.

12. Lost, Damaged, or Problem Deliveries

If your package is marked as delivered but cannot be found, arrives damaged, or appears significantly delayed, please contact us at info@puptandem.com as soon as possible.

When contacting us, please include:

• Your order number
• The name on the order
• Photos of the package, if applicable
• Photos of the product, if applicable
• A brief description of the issue

We will review the situation and assist where possible.