Below you’ll find answers to frequently asked questions. Don’t see your question? Feel free to contact us using the form at the bottom of this page.
Frequently Asked Questions
Product information
Can the products be put in the washmachine?
That depends on the specific product. The product description always indicates whether it is washable, and if so, how. In general, we recommend washing products at a low temperature and not using a dryer to preserve their quality and shape. For items that cannot be machine washed, we advise cleaning them by hand with a damp cloth and mild detergent.
Can dogs of all breeds use your products?
Our products are designed to be suitable for most dog breeds. However, it’s important to choose the right size for your dog. You’ll always find a clear size guide in the product description.
If you’re unsure, feel free to contact us. We’re happy to help you make the right choice for your dog.
Orders & Shipping
How long does it take for my order to arrive?
We do our best to ship your order as quickly as possible. In most cases, your package will be shipped within 1 – 3 business days. Once your order has been shipped, you’ll receive a shipping confirmation with a track & trace code so you can follow your package. Please note that during busy periods, such as holidays, delivery may take a little longer.
How much does shipping cost?
The shipping costs within the Netherlands are € 4,25 for letterbox parcels and € 6,95 for larger parcels. For Belgium, the shipping costs are € 8,95 for letterbox parcels and € 11,90 for larger parcels. Shipping is free for orders over € 75,00.
Can I modify my order after I’ve placed it?
After placing your order, it is generally not possible to modify it, as we process orders immediately to ensure fast delivery. We cannot guarantee changes, but please contact us as soon as possible. If your order has not yet been processed, we’ll be happy to see if we can still make the requested adjustments.
Returns & Exchanges
Can I return my order?
Yes, you can return your order within 14 days of receipt. Please ensure the product is unused, complete, and returned in its original packaging. Send an email to hello@bypupper.com with your order number and the reason for return. You will then receive our return instructions. After that, you can ship the item to the provided return address (return shipping costs are at your own expense). Once we have received and processed the item, the purchase amount will be refunded to your account within 5 business days.
How does the return process work?
Send an email to hello@bypupper.com with your order number and the reason for the return. You will then receive our return instructions. After that, you can ship the item to the provided return address (return shipping costs are at your own expense). Once we have received and processed the item, the purchase amount will be refunded to your account within 5 business days.
Can I exchange a product?
At the moment, we do not offer a direct exchange service. Would you like a different product? No problem! You can easily exchange an item by returning the original product first and then ordering the desired item.