FAQ

What happens if I made a mistake when placing my order, if I want to amend my existing order, or if I want to cancel my order?
  • We can help you amend or cancel your pre-existing order, but you must reach out to us immediately (email us at info@pupsplendanas.com). Once your order has been started, we will not be able to make any changes to your order or cancel your order.
  • If a wrong shipping address was provided, the customer must notify us IMMEDIATELY to ensure all products ordered are sent to the correct shipping address. In the event that the carrier returns an order due to an incorrect address (and where the customer did not notify us in a timely manner), we reserve the right to charge you the minimum shipping to make sure you receive your order.
What if my package is missing an item?
  • If your package is missing an item, please email us at info@pupsplendanas.com. We will send you the missing item per your order number.
What if my package never arrives or gets lost?
  • Pup Splendanas & Accessories is not responsible if your order gets lost or stolen. Since we use USPS, we do not have control over the package once we ship it. If the product was delivered by the carrier and the tracking information verifies its delivery, we cannot be held responsible for the lost or stolen package. If the USPS loses your package, please file a claim with USPS.
What if I have a special request or want a customized order?
  • If you want a customized order, you will reach out to us on Instagram or our Contact Form. We will review your request and may contact you for additional information. Please note that not all special requests are feasible, so please provide as much detail as possible prior to submitting your special request. Once we review and approve your request, we will send out an invoice, which will be billed out to the customer for payment upfront. Once the payment is made and accepted, we will proceed with creating your customized order. We will be in contact with you to ensure your order is made correctly and according to the customer's specifications. Please keep in mind that all our products are handmade and your 'exact' preferences may not be achieved (i.e., the exact color, font, etc.). We also have many customers in our queue, and we cannot indefinitely work with you; thus, we do ask that you finalize your preferences sooner rather than later. In the event that a customer cannot finalize their preferences in a timely manner (greater than 3 weeks), we will finalize your special request or customized order based on the information you gave us in prior conversations and ship/close your order.
Do customs and duties taxes apply to my order (international customers)?
  • If you order from another country, international shipping costs and local taxes will apply to your order. These rates are taken into account at your check-out. Unfortunately, we cannot guarantee that you will not incur additional charges such as customs taxes or duties. These charges may occur once the package reaches its destination country/address. The international customer is responsible for paying any customs and import taxes that some countries may apply.
What payment processors do you use?
  • Our website can process all major payment processors such as Visa, MasterCard, Discover, and American Express. We also take payment via Apple Pay and PayPal. We do not accept orders that are "off-the-record" (i.e., payment via a personal Venmo or personal PayPal Account). If you want to place an order, you must place it via this website (no exceptions).
Do you offer promotion codes?
  • Keep an eye on our Facebook and Instagram pages for promotion codes (i.e., Holiday discounts, model/ambassador codes). You can also follow us on our Pinterest page.
Do you offer gift cards?
  • Due to Federal and State laws, we do not offer store gift cards.

Do you do wholesale orders?

  • We are open to doing wholesale requests (regular prints only). Please understand that we are a very small team, and all our products are handmade, which is why we don’t generally list wholesale items (all items are made as orders are placed). With that said - if the wholesale request is feasible - we are more than happy to accommodate it. 

Do you have any guidelines for 3rd party sellers or manufacturers?

  • 3rd Party Sellers and Manufacturers DO NOT have our permission to sell our products or use our pictures without our consent first. All products are original works. We do not tolerate infringement of any kind.