FAQs
Welcome to the PUPIL PET STORE FAQ page. Here you'll find answers to common questions regarding our products, orders, shipping, payments, returns, and store policies.
If you cannot find the information you are looking for, please contact us at support@pupilpetstore.com.
Q: What is PUPIL PET STORE?
A: PUPIL PET STORE is an online store offering pet-related products for dogs and cats, including Dog Essentials, Cat Essentials, Pet Bowls & Feeders, and Harnesses & Walking.
Q: Where are you located?
A: Our business address is:
Dworska 27, 80-506 Gdańsk, Poland
Q: How can I contact you?
A:
Email: support@pupilpetstore.com
Phone: +48 692 025 588
Q: How do I place an order?
A: Browse our website, select a product, add it to your cart, and proceed to checkout. Once your order has been successfully placed, you will receive an order confirmation email.
Q: Can I modify or cancel my order?
A: Orders may be modified or cancelled before they are processed. Please contact us as soon as possible if changes are required.
Q: Will I receive an order confirmation?
A: Yes. An order confirmation email will be sent after your order has been successfully placed.
Q: How long does delivery take?
A: Estimated delivery times are:
Processing Time: 0–1 business days
Transit Time: 2–4 business days
Total Delivery Time: 2–5 business days
Delivery times are estimates and may vary.
Q: How much does shipping cost?
A: We offer:
- Free Standard Shipping on orders of PLN 700.00 or more.
- Flat Rate Shipping: PLN 35.00 on orders under PLN 700.00.
Q: What is your order cut-off time?
A: Our daily order cut-off time is:
5:00 PM (CET/CEST)
Q: Do you provide tracking information?
A: Tracking information will be provided when available from the shipping carrier.
Q: Do you offer international shipping?
A: No. We currently ship within Poland only.
Q: What happens if I enter the wrong address?
A: Customers are responsible for providing accurate shipping information. Incorrect or incomplete addresses may result in delivery delays or failed delivery attempts.
Q: What payment methods do you accept?
A: We accept:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- JCB
- Maestro
- Visa Electron
Q: Is my payment secure?
A: Payments are processed through secure payment providers.
Q: Can my payment be declined?
A: Yes. Payments may be declined by your bank, card issuer, or payment provider.
Q: What is your return policy?
A: We accept eligible return requests within 30 days of delivery.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs for change-of-mind returns.
Q: Do you provide return labels?
A: A prepaid return shipping label may be provided for approved damaged, defective, or incorrect items.
Q: What is your refund policy?
A: Approved refunds are processed within 9 business days after the returned item has been received and inspected.
Q: Is there a restocking fee?
A: No. We do not charge a restocking fee.
Q: Can I return used items?
A: No. Returned items must be unused and meet the requirements outlined in our Return & Refund Policy.
Q: What types of products do you sell?
A: We currently offer products within the following categories:
- Dog Essentials
- Cat Essentials
- Pet Bowls & Feeders
- Harnesses & Walking
Q: Are product sizes available?
A: Available sizes, dimensions, and product specifications are listed on the relevant product pages where applicable.
Q: Are your products suitable for all pets?
A: Product suitability varies depending on the individual product. Please review product descriptions, specifications, and sizing information before placing an order.
Q: What if my order is delayed?
A: Delivery times may be affected by carrier operations, weather conditions, public holidays, or other circumstances outside our control.
Q: What if I receive a damaged, defective, or incorrect item?
A: Please contact us as soon as possible and provide photographs of the item, packaging, and order details for review.
Q: Do you collect personal information?
A: Personal information may be collected and processed as described in our Privacy Policy.
Q: Do you share my information?
A: Information may be shared with service providers when necessary to process orders, payments, deliveries, or other business operations.
Q: How can I contact customer support?
A:
Business Name: PUPIL PET STORE
Business Address: Dworska 27, 80-506 Gdańsk, Poland
Business Email: support@pupilpetstore.com
Business Phone: +48 692 025 588
Customer Service Hours: Monday – Friday
9:00 AM – 5:00 PM (CET/CEST)