🐾 PupMasters FAQs

Where are you based?

We are based in London, England.

What is your telephone number?

📞 +44 7470 350548

What is your email address?

📧 marian@pupmasters.com

When will my order be delivered?

Under normal circumstances, if goods are ordered before noon, we aim to ship them for next-day delivery within the UK.
For the rest of the world, estimated delivery time is 5–14 days.
Please note: during busy periods or holidays, delivery may take slightly longer.

Who do I contact if I have a query with my order?

You can call us on 07470 350548 or email us at marian@pupmasters.com, and we’ll be happy to help.

📦 RETURNS FAQs

How do I return an item?

Simply send us an email at marian@pupmasters.com with your order number and reason for return.
Once we confirm that the product can be returned, we’ll process your refund as soon as we receive proof of delivery.

When will I receive my refund?

This depends on how you send your return:

• Standard post: 2–7 business days to reach us.

• Express post: 1–2 business days to reach us.

Once received, your refund will be processed within 3–5 business days.
Your bank or card provider may take an additional 3–5 days to clear the funds.
Keep an eye out for email updates — we’ll notify you along the way!

Where will I see my refund?

Refunds are always processed back to your original payment method.
You’ll receive an email notification once your refund has been completed.

Can I exchange an item?

Unfortunately, we don’t offer exchanges at this time.
If you ordered the wrong item, please go through our Refund process and place a new order once your refund is complete.

🐕 HELP!

I received the wrong product — what do I do?

If you’ve received the wrong item, please email marian@pupmasters.com with:

• Your order number

• A description of the item received

• Photos of the product

Our customer service team will guide you through the returns process.
Please do not send any products back without contacting us first.

The product I ordered is faulty or damaged — what now?

If your item arrives damaged or faulty, please email marian@pupmasters.com with:

• Your order number

• A photo of the product

• A brief description of the issue

We’ll respond quickly with next steps and arrange a refund or replacement as appropriate.

Will I need to cover the cost of postage back to PupMasters?

We’ll happily cover the cost of return postage only if:

• You received the incorrect product, or

• Your item arrived damaged or faulty.

For all other returns (e.g., change of mind, wrong size), shipping costs are the responsibility of the customer.

Just a tip!

We recommend obtaining a postal receipt or tracking number for your return parcel.
Goods remain the customer’s responsibility until they are received and confirmed by PupMasters.