Frequently Asked Questions

Check the list below to see if we have your answer. If you don’t see your question, reach out to us via email at support@pupupula.com.

Products

How do I care for the products?

To make products of exceptional quality, we selectively collaborate with the factories with best practices. Hence, PUPUPULA’s products can stand the test of time! To maintain the quality of your items, we have guides on how best to care for them in the product listings.

Are installation services available?

No, installation and assembly services are not available. However, our products come with simple instructions, making them easy to assemble. 

You may find a digital copy on our Product Instructions page.

Payments & Orders

What types of payment do you accept?

You can pay with Paypal, Visa, Mastercard, AMEX, or other payment gateways supported by Shopify Payments.

When will I be charged for my order?

Once you have placed your order, your credit/debit card will be charged immediately upon completion.

Do you offer financing options?

We currently do not offer an installment payment plan (IPP).

Can I amend or cancel my order?

Amendments and cancellations are not accepted once the order has been paid and confirmed.

Read about PayPal

To pay using PayPal, you will need a PayPal account. 

If you want to pay your order via PayPal, you will be forwarded to PayPal and asked to log into your account or register. Select the desired payment method (PayPal balance, debit, or credit card) and confirm the payment. We will receive a confirmation from PayPal after payment has been made and ship your order as soon as possible.

You can also use PayPal's Guest Checkout if you do not have a PayPal account and want to process credit card payments through PayPal.

Shipping & Delivery

Where do you ship to?

We ship worldwide. We have safely fulfilled orders from Asia Pacific, US, and EU countries.

How much is the delivery cost?

Delivery cost varies according to location.

Please visit our Shipping & Delivery page for more information.

How will my order be delivered?

Your orders are handled and delivered by our logistic partners.

When will my order be delivered?

Your order will be processed within 2 working days. Delivery lead times vary according to the items and location. The estimated delivery time can be found on the delivery page – we recommend checking the estimated delivery time before placing your order.

Please visit our Shipping & Delivery page for more information.

How do I track my order?

Tracking will be available for your order once our logistics team has arranged delivery. Do keep a look out for an email with your tracking number.

What do I do if an item from my delivery is missing or defective?

Please contact us for assistance within 3 days of receiving the order.

Returns & Warranty

Do PUPUPULA’s products come with a warranty?

PUPUPULA’s products come with a 1-year limited warranty. 

Please visit our Returns & Warranty page for more information.

How do I know if my product is still within its warranty?

If you purchased your item directly from our online store, you are covered by our warranty. Our warranty is valid from the date of purchase.

Does PUPUPULA accept returns or exchanges?

Yes, we accept returns for any non-sale items. Our return policy lasts up to 7 days for orders from Mainland China and up to 14 days for international orders. If your item is unused and in its original condition, you may request a return. To complete the return, ensure the product is in the original packaging and provide a receipt for proof of purchase.

Please visit our Returns & Warranty page for more information.

How do I return an item?

Before attempting a return, kindly email us at support@pupupula.com within 7 days for orders from Mainland China and 14 days for international orders. Unsolicited returns will not be accepted.

Please visit our Returns & Warranty page for more information.