FAQ
General Questions
What is PupChill?
PupChill is an online store dedicated to offering carefully selected products designed to support the comfort, well-being, and everyday happiness of dogs and their owners.
Where does PupChill ship?
We currently ship to addresses within the United States.
How can I contact customer support?
You can contact our support team by email at support@pupchill.com or by phone at +1 (602) 491-2915 during business hours.
Orders & Shipping
How long does shipping take?
Orders are typically delivered within 5–8 business days, including both processing and transit time.
What is your order processing time?
Orders are generally processed within 1–2 business days, Monday through Friday.
Is shipping free?
Yes. We offer Free Standard Shipping on eligible orders within the United States.
Will I receive tracking information?
Yes. Once your order has shipped, you will receive a confirmation email containing tracking information.
What happens if I enter the wrong shipping address?
Please contact us as soon as possible. If your order has not yet been shipped, we will do our best to update the address before shipment.
Payments
What payment methods do you accept?
We accept the payment methods displayed at checkout. Available options may vary depending on your location and payment provider availability.
Is my payment information secure?
Yes. Payments are processed through secure systems designed to protect customer information during checkout.
What currency are prices displayed in?
All prices on our website are displayed in United States Dollars (USD) unless otherwise stated.
Returns & Refunds
What is your return policy?
We accept returns for eligible products within 30 days of delivery, provided the items are returned in new and unused condition.
Do you accept exchanges?
Yes. Eligible products may be exchanged within 30 days of delivery.
How do I request a return?
Simply contact our support team with your order number and reason for the return. We will provide further instructions once your request is reviewed.
Is there a return shipping fee?
Approved returns include a downloadable return shipping label at no additional cost.
Is there a restocking fee?
Eligible returns may be subject to a 15% restocking fee, which will be deducted from the refund amount when applicable.
How long does it take to receive a refund?
Approved refunds are generally processed within 7 business days after the returned item has been received and inspected.
Can I cancel my order?
Yes. Orders may be cancelled within 24 hours of purchase or before processing begins, whichever occurs first.
Products & Customer Care
What should I do if my item arrives damaged or defective?
Please contact us as soon as possible after delivery. Our team will review the issue and help arrange an appropriate resolution.
Are your products inspected before shipping?
We strive to ensure all products meet our quality standards before they are shipped to customers.
Do product colors and appearances always match the website images?
We make every effort to display products accurately. However, slight differences may occur due to screen settings, lighting conditions, and device displays.
Do you offer customer support after purchase?
Absolutely. Our customer support team is available to assist with order questions, shipping inquiries, returns, and general product-related concerns.
Contact Us:
Business Address:
18402 N 19th Ave, Phoenix, AZ 85023, USA
Email:
support@pupchill.com
Phone Number:
+1 (602) 491-2915
Business Hours:
Monday – Friday | 09:00 AM – 05:00 PM (EST)