HELP CENTER

frequently asked questions

Product Related

Sizing Chart

You can view our sizing chart here

Bulk Discount

Sometimes one PuppyPad is not enough. You may want multiple PuppyPads to cover the house for multiple pets or you may need multiple to cycle through, washing one whilst using the other.
This is why we have implemented a bulk discount into the PuppyPad.
- Buy 3 get 5% OFF
- Buy 5 get 10% OFF
- Buy 7 get 15% OFF

These discounts are included on top of the 50% limited offer we have going on

How do I order?

Simply add as many items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions by providing us with delivery information and select payment method the for PuppyPads.
We will provide you a tracking number as soon as your item is dispatched from our warehouse.

Our support team is always happy to guide you at any step!

PRODUCT RELATED

How can I wash my PuppyPad?

You can wash your PuppyPad in your washing machine with a medium temperature. This is completely hygenic as the hot temperature will destroy any bacteria.

If you do not feel comfortable washing in the washing machine then you can also use a hose to wash it.

You can then air dry it or use a dry on a low heat.

PuppyPads have been tested to last atleast 300 washes.

Policies

Shipping Policy

ORDER PROCESSING - Our fulfilment team tries to process orders as quickly as they can. On average, they process/ship orders within 1 to 2 business days but please allow up to 5 working days during peak periods.

USA Shipping We offer free 2-5 day shipping to the USA. All orders are fulfilled from Wisconsin. If stock is not available in USA then they may be shipped from our Non USA warehouse. If this is the case then at checkout it will not display the free 2 - 5 day shipping. If this is the case then the Worldwide Shipping policies will apply

Australia Shipping We offer free 2-6 day shipping to Australia. All orders are fulfilled from Alexandria, NSW. If stock is not available in Australia then they may be shipped from our Non USA warehouse. If this is the case then at checkout it will not display the free 2 - 6 day shipping. If this is the case then the Worldwide Shipping policies will apply

WORLDWIDE SHIPPING - We offer free tracked shipping to customers worldwide. Once shipped, your order should arrive within 4 to 13 business days. However, for PO boxes and military addresses, delivery could take 4 to 30 business days. (Please try your best to avoid providing a business address as this may cause issue when delivering your order. The courier may deliver your order outside your business hours.)
Due to Chinese New Years all orders shipping from our Asia warehouse will be processed within 4 days.

TAXES/CUSTOMS FEES - PuppyPad will not be able to cover or refund any duty fees incurred by your local laws. In most cases, VAT and customs fees will not apply due to the relatively low value of the shipment. However, we still encourage checking the customs and VAT laws of your local region before making a purchase.

COVID-19 UPDATE - Due to restrictions, regulations and less staff at the courier your order may be delayed due to COVID-19 but please rest assure you will receive your order asap. If you have any enquiries please contact us at help@puppypad.co

Please Note:
- If the stock is sold out in one warehouse we may ship out from another warehouse (One that provides the fastest shipping) This is made according to our discretion.
- You can only cancel or change your order before the cut off period 5:00 GMT for any order placed everywhere else except for US. All US orders will be fulfilled at 10:00am PST so please make sure changes are made before this cut off period
- If your order is shown as delivered on the tracking portal we can not refund or resend another order unless the fault is from our side.

Payments Policy

You can select your preferred payment method at checkout.
We accept secure payments for both local & international customers via VISA, Mastercard, American Express, Paypal, Apple Pay and Google Pay.

Refund and Returns

Your 100% satisfaction is important for us. We offer a 30-days Return & Exchange Policy:

  • - If the item is unused.
  • - If a product was damaged upon delivery - we offer 100% refund.
  • - Timing: we have had a 30-days Return & Exchange Policy since the day item was received.
  • - No returns or refunds will be made if the mistake is from the customer's side.
  • - For returns, please email help@puppypad.co with the subject 'Returns' and include your order number, name, and the reason for the return.
  • - We will provide you with instructions on where to send returned goods. Customers are strongly recommended to get proof of postage when returning goods to avoid "lost packages" situations.
  • - Please note that customers are responsible for shipping costs of returned items.
  • - If a product was damaged upon delivery - we offer 100% refund.
  • - When the returned item is received and inspected, the customer receives a confirmation email, notifying about the status of the refund.
  • - If the refund is approved, then it will be processed and a credit will automatically be applied to the customer's credit card or original payment method shortly after.
NOTE: All refunds and returns will be made according to our discretion. This is non-negotiable.

Once an order has been shipped we are not able to cancel your order.

All orders are fulfilled at 6am GMT. If you have placed your order before this time and would like to cancel it then please contact us before 6am GMT, otherwise your order will be shipped and can not be changed

NOTE: If your order is shown as delivered on the tracking link we will not refund or resend another order. All refunds/cancellations and returns will be made according to our discretion. This is non-negotiable.
  • Size
    Size (CM)
    Size (Inches)
    Perfect For
  • S
    40 x 60
    16 x 24
    Small Dogs
  • M
    70 x 80
    28 x 31
    Medium Dogs
  • L
    80 x 90
    31 x 35
    Large Dogs

washing machine instructions

1

no bleach image

insert laundry detergent. (no bleach)

2

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wash on regular cycle. (warm water)

3

no bleach image

dry on medium heat or air dry

do not use bleach or fabric softener, they can affect the absorbency of the puppypad