FAQs

Shipping

When will my order ship?

All orders that contain ready to ship items, please allow 24-48 business hours for your order to be dispatched through Australia Post.

All orders containing made-to-order items such as apparel, please allow 10-14 business days for your order to be dispatched through Australia Post.

Where is my tracking?

Pugs & Co ships all orders with tracking information. Tracking information is automatically applied to your order on shipment. Your email is entered into Australia Post’s system so you will also receive an email from them with the tracking information.

If your has been marked as shipped and there is no tracking information, please send an email to hello@pugsandco.com as it may not have correctly attached the number for you. This can easily be fixed if you let me know!

Why is my tracking not showing updates?

Australia

Pugs & Co sends all parcels via Australia Post. It can take up to 24 hours from Australia Post receiving the parcel for the tracking details to be updated. If there has been no tracking updates in more than 10 days, please email hello@pugsandco.com and you'll be updated on the location of your delivery as soon as humanly possible.

International

If you are an international customer and your tracking has stopped please send an email to hello@pugsandco.com. Typically, the tracking will show when it arrives in your country and then when it is delivered. If your item has not arrived within 10 business days from the last day of the ETA window, place send an email to hello@pugsandco.com and I will do my best to get further information on your delivery.

How long will it take for my parcel to arrive?

Australia

Our Australia Post service for all orders includes tracking and will take between 2-7 business days from dispatch for most areas. These are estimates and are not guaranteed dates.

International

Our international customers are broken up into 3 delivery zones. Delivery times will vary from location to location however the below delivery estimates are a good starting guide for you.

Zone 1 - New Zealand | 5-10 working days

Zone 2 - North America, Western Europe, Asia and the Pacific | 20-35 working days

Zone 3 - Rest of the world | 20-40+ working days

My order hasn't arrived!

If your tracked order hasn't arrived within the estimated time frame (10 business days within Australia and 35 business days for international orders) please email hello@pugsandco.com with your order number and full name.

It is recommend you contact your local postal service ASAP before contacting Pugs & Co to help us move quicker with your solution. Occasionally postal services may let a parcel slip through the cracks and the quicker you contact them the quicker they can help us determine if someone forgot to scan something along the way or if it's disappeared into the mail black hole of no return (if it's confirmed lost by Australia Post don't stress, we've got you covered)!

Payments

Why am I being charged more at checkout?

The Pugs & Co store processes all orders in Australian Dollars as we are an Australian store. So if you are located outside of Australia (even if you are browsing our goods in your local currency), you will checkout using Australian Dollars at the most current exchange rate. This means you are not being charged more, you are just being shown the order total in AUD.

We recommend checking out with Paypal if you are an international customer to avoid bank fees as Paypal converts the price and charges it to your location of choice in your local currency!

How much will my customs fee be?

Customs fees vary country to country so we recommend you get in touch with your local customs office to find out BEFORE you purchase! We legally have to put the correct amount on our customs forms (or we can be fined) so this means we can't mark your order as a gift for you to bypass customs, sorry!

Orders

What are the current processing times?

Our current processing time is 24 to 48 business hours on items that DO NOT contain made-to-order items such as apparel. Orders containing made-to-order items such as apparel have a 10-14 business day processing time. Wait times can be longer during sales and the holiday period but typically orders are dispatched within a week. If you have a deadline for an order feel free to send an email before placing it to make sure it can reach you on time. 

Can I combine/modify my order?

We are unable to modify or combine orders during major events, new release days, and sales.

During quieter periods it may be possible to combine orders, but please send an email before placing an order to avoid disappointment.

Can I cancel my order?

Cancellations may be made within 2 hours of placing your order if the shipping label has not been created. All cancellation requests are treated on a case by case basis and may be denied. Cancellations are not accepted during major events and sales.

My order arrived and something is missing/incorrect?

Oh no! Sometimes the pugs help with packing and I make a slip up, and I am truly sorry about that! BUT all you have to do is pop through an email to hello@pugsnadco.com with your order number, a description of the issue, and if necessary a photo or two, and I will get you a solution ASAP!

My order was sent to the wrong address!

All orders will be delivered to the address specified on your order. We are not responsible for incorrect shipping addresses, so please make sure we have the right address for you. If you notice an error after you have placed your order, please contact us immediately by email. If your shipping label has already been created and paid for you will be required to cover the costs to create a new label. If your order has already been shipped you will need to make contact directly with the courier to redirect your delivery at your own risk. Alternatively your order can be returned to sender and reshipped once arrived back in our hands at your expense.

Sales & Promos

Do you have any coupon codes?

All coupon codes and active promos are posted on our Instagram, Facebook, and in our VIP Facebook Group. If you do not see anything in our recent posts, then there are no active codes or promotions currently running.