FAQ
Tough Pup FAQ
Size Charts
Shipping
I'm a full time student and I also have a part time job, but I will always try to ship out your orders within 1-5 days! We don't ship on the weekends (Saturday/Sunday) but your orders will definitely be already packed with lots of love and care by the time Monday comes around! (´｡• ᵕ •｡`) ♡
All of our shipping products are recyclable and the labels are compostable!
Why hasn't my tracking updated?
Once a package is dropped off at the post office it may take 24 hours to update! if it hasn't updated from a certain location in 1 or more days then the post office worker hasn't scanned the package to update it! Wait a day or 2 to see if the next person scans it! Please be kind!! Its out of my control but I'll try my best to help!
For US orders if it doesn't get delivered after 2 weeks or 3 (not including weekends) then please email me to see if we can work something out.
For International orders please wait up to 2 months depending on where you are!! Please don't forget to check customs since they may be holding your package as well! If after 2 months your package doesn't show up please email me to see if we can work something out.
During Holidays these waiting times will not be accurate and it may take longer because of the holiday rush!
*Sometimes packages don't get scanned until they're out for delivery so please be patient!!!♥*
I put the wrong address what do I do?
E-mail us as soon as you can! Don’t wait and email or message us as soon as possible!! Once it’s out of our hands, there's nothing we can do but wait.
If you didn’t email us as soon as it happened and your package has already been dropped off then we have to wait for the package to be returned to us and you will be charged for the new shipping label.
Another option is to call usps and try to intercept the package! You can also ask them to hold it for you at the post office and with a valid ID they'll give it to you! If it’s successfully intercepted they will charge you 17$!
Refund/Return Policy
I'm one person (I only say we because my dad helps me sometimes) and I really can't do anything about lost or stolen packages because of the post offices mistakes. I'll always do my best to make sure none of this happens, but I can't always assure they'll do the same.
I will issue a refund if your package has not been shipped yet. If your package has been shipped then i will only issue a refund under certain circumstances.
If the wrong product or damaged product is sent, please message/email as soon as possible so that this can be fixed. I will need proof of the wrong item received (i.e. a photo). After proof is sent I can either refund you, minus the shipping cost, or i can send you a replacement!
As a small business, we do not accept returns due to size issues. We understand that returns can be an essential part of the customer experience, but due to our limited resources and operational constraints, we are unable to accommodate return requests. Therefore, we kindly request that you carefully consider your purchase before placing an order. Please check the measurements of every item! There will be a size chart link under every listing! We are committed to providing accurate product descriptions, high-quality items, and exceptional customer service to ensure your satisfaction. Should you have any concerns or questions regarding your order, please feel free to contact our customer support team, and we will be more than happy to assist you. Thank you for your understanding and support.
Exchanges
We appreciate your interest in our products and your understanding that we do not offer product exchanges. Due to the nature of our small business operations, we are unable to facilitate exchanges at this time. Therefore, we kindly request that you carefully review product details, specifications, and sizing information before making a purchase. Our team is committed to providing accurate descriptions and high-quality products to ensure your satisfaction. If you have any questions or concerns regarding a specific item, please reach out to our customer support team, and we will be more than happy to assist you in making an informed decision prior to your purchase. Thank you for your understanding and support.
PLEASE DO NOT SEND YOUR ITEM BACK UNLESS IT HAS BEEN AGREED UPON IN EMAIL!
Preorders
Preorders are products that have not been produced yet or are currently in the production process! Orders containing these listings will be delayed until the the item has finished production! Some products can take up to a month or 2 to arrive! For this reason these items have been listed at a lower price than what they would be originally.
If an order has been placed with 1 or more items in inventory and a preorder item, all items will be shipped when the preordered item arrives! If this is not something you want please email me and we can work something out!♥