Shipping Policy

Thank you for shopping with Pupora. We are committed to delivering your pet essentials as smoothly as possible. Please read our Shipping Policy carefully before placing your order.

1. Order Processing Time

Orders are typically processed within 1–3 business days after payment confirmation.

Processing times may vary during high-demand periods, holidays, product launches or promotional events. Orders are not usually processed or shipped on weekends or public holidays.

2. Estimated Delivery Time

Estimated delivery time is usually 7–15 business days. Delivery times may vary depending on:

• product availability;
• destination;
• shipping carrier;
• customs processing;
• weather conditions;
• peak shipping periods;
• incorrect or incomplete shipping information.

Please note that delivery estimates are not guaranteed.

3. Shipping Destinations

Pupora currently ships to the United States. If shipping to your location is unavailable at checkout, we may not currently support delivery to that address.

4. Shipping Costs

Shipping costs are calculated and displayed at checkout before payment. We may offer free shipping promotions from time to time.

Current offer: free US shipping on orders over $50. The order subtotal must meet the required amount before taxes, discounts or additional fees unless otherwise stated.

5. Order Tracking

Once your order has shipped, you will receive a shipping confirmation email with tracking information when available.

Please allow a few days for tracking information to update after the carrier receives the package. If your tracking link does not update immediately, this does not necessarily mean your order is not moving.

6. Multiple Shipments

Some orders may be shipped in multiple packages. This can happen when:

• items come from different fulfillment locations;
• products have different processing times;
• one item is ready to ship before another.

If your order arrives in separate packages, you may receive more than one tracking number.

7. Incorrect Shipping Address

Customers are responsible for entering a complete and accurate shipping address at checkout. Please check your address carefully before placing your order.

Pupora is not responsible for delays, failed deliveries or lost packages caused by incorrect or incomplete shipping information provided by the customer.

If you notice an error in your shipping address, please contact us as soon as possible at pupora@northwoodbrands.com. We will do our best to help, but once an order has been processed or shipped, we may not be able to update the address.

8. Delayed Orders

While most orders arrive within the estimated delivery window, delays can occasionally occur. Possible reasons include:

• carrier delays;
• high shipping volume;
• customs processing;
• severe weather;
• incorrect address;
• logistical disruptions.

If your order is significantly delayed, please contact us at pupora@northwoodbrands.com. Please include your order number and the email address used at checkout.

9. Lost Or Missing Packages

If your tracking shows that your package was delivered but you cannot find it, please first check:

• your mailbox;
• your front door or porch;
• building reception;
• neighbors;
• local post office or carrier office;
• any safe delivery location around your property.

If you still cannot locate the package, contact us at pupora@northwoodbrands.com. We will review the situation and help you with the next steps. Please note that Pupora is not responsible for packages marked as delivered by the carrier, but we will do our best to assist you.

10. Damaged Packages

If your package arrives damaged, please contact us within 7 days of delivery at pupora@northwoodbrands.com. Please include:

• your order number;
• photos of the damaged package;
• photos of the damaged item;
• photos of the shipping label.

We will review the issue and may offer a replacement, store credit or refund depending on the situation.

11. Customs, Duties And Taxes

For orders shipped within the United States, additional customs duties are usually not applicable. If any customs duties, taxes or import fees apply to an order, they are the customer's responsibility unless otherwise stated at checkout. Pupora is not responsible for delays caused by customs or import procedures.

12. Refused Or Undeliverable Packages

If a package is refused, unclaimed or returned due to an incorrect address, failed delivery attempt or customer refusal, additional shipping fees may apply. Refunds for refused or undeliverable packages are reviewed case by case. Original shipping fees may not be refundable.

13. Order Cancellations

If you need to cancel an order, please contact us as soon as possible at pupora@northwoodbrands.com. We will do our best to help. However, once an order has been processed or shipped, we may not be able to cancel it. If the order has already shipped, you may request a return after delivery according to our Returns & Refunds Policy.

14. Contact Us

For any shipping questions, please contact us at pupora@northwoodbrands.com. Please include your order number so we can help you faster.