FAQ

What is the best way to contact us?

Send us an email at shoppupandco@gmail.com or send us a direct message on Instagram @shoppupandco

How do I care for my items?

For bandanas we recommend spot cleaning or handwash in cold water and leaving it to air dry. Machine wash at your own risk.

For customized bandanas we recommend only spot cleaning it, with special care around the vinyl name. Please do not iron directly on the cork tag or custom vinyl lettering.

Mugs are handwash only. Do not scrub the design or soak in hot water to ensure long lasting life. Not microwave or dishwasher safe.

What size should I choose?

Please refer to our size guide to ensure you are getting the right size for your pup!

What photo should I choose?

Photos that have even and well lit lighting, full face in the frame (don't crop off ears, top of the head, whiskers, etc.), high quality, unfiltered, and looking straight at the camera work the best.

We will reach out to you if the photos you provide do not work.

HOW MANY PETS CAN I ADD TO A mug?

Mugs are limited to 2 pets with one being placed on either side.

Do I have to add my pet's name to my custom mug?

No. If you would just like your pet's portrait and no text at all, type "no name". If you would prefer a different phrase such as "dog mom" or your IG handle, please type that instead.

DO WE SEE THE OUTLINE BEFORE YOU MAKE THE ITEM?

No, unless you selected to receive a proof when you place your order. If you do select to see a proof we will send it out to the email associated with your order as soon as we finish it.

Can I return my order?

Because we are a very small business and all of our products are handmade to order, we unfortunately cannot accept returns. 

How long will it take for me to receive my order?

Please allow 7-10 business days for us process and handmake bandana orders only.

Please allow 3-4 weeks to process and make custom glassware orders.

If you order bandanas and custom glassware, your order will be shipped out together once everything in your order has been completed and made.

We try to ship out our orders as quickly as possible and get them sent out in a shorter period of time. Please keep in mind that every single order is handmade to order by one person. Once you place your order we will work on it as soon as we can. You will not get an update until your shipping label is created and is ready to be mailed out.

After your order has been shipped, you can expect your order in 2-10 days, depending on the shipping method selected.

My shipping address is wrong!

Please make sure to always double check to make sure you have the correct shipping information at checkout. If your address is incorrect, please reach out to us ASAP. If you package has not shipped we can change it for you!

Where is my order? I never received any updates!

When you place your order you will receive an order confirmation (sometimes it goes to spam folder so make sure to check there too). After that, you will not get another update until after your order is ready to be shipped out and the label is printed. Please keep in mind our processing time (7-10 business days for bandanas and 3-4 weeks for custom glassware) when placing an order and that we are working as hard as possible to get all of our orders out as quickly as soon as we can.

My package was "Returned to Sender"

If your package was returned to sender, the customer will be required to pay for shipping a second time in order for the package to be reshipped. 

What if my order didn't arrive?

Pup & Co. is not responsible for lost or stolen packages. Since we use USPS, we do not have control over the package once we send it off. If the postal service loses your package, please file a claim at this link.

Do you offer international shipping?

At this time we are only offering shipping to U.S. and Canada. Shipping rates are calculated on your country's location and weight of your package. Unfortunately we cannot guarantee that you will not be charged any customs taxes or duties. These charges may occur once the package reaches its destination country. Additionally, these charges must be paid by the recipient of the package. We are not responsible for customs delays.