FAQs
Welcome to the PUPIL PET STORE FAQ page. Here you can find answers to common questions about our products, orders, shipping, payments, returns, refunds, and store policies.
If you cannot find the information you need, please contact us at support@pupilpetstore.com.
General Questions
Q: What is PUPIL PET STORE?
A: PUPIL PET STORE is an online pet supplies store offering products for dogs and cats, including Dog Essentials, Cat Essentials, Pet Bowls & Feeders, and Harnesses & Walking.
Q: Where is PUPIL PET STORE located?
A: Our business address is:
Dworska 27, 80-506 Gdańsk, Poland
Q: How can I contact PUPIL PET STORE?
A: You can contact us using the following details:
Email: support@pupilpetstore.com
Phone: +48 692 025 588
Orders
Q: How do I place an order?
A: Browse our website, select the product you would like to purchase, choose any available options, add the item to your shopping cart, and proceed to checkout.
After 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. If you need to make a change or cancel an order, please contact us as soon as possible. Once an order has entered processing or has been dispatched, changes or cancellation may no longer be possible.
Q: Will I receive an order confirmation?
A: Yes. After successfully placing an order, an order confirmation email will be sent to the email address provided during checkout.
If you do not receive your confirmation, please check your spam or junk folder before contacting our support team.
Shipping & Delivery
Q: How long does delivery take?
A: Our current estimated delivery timeframe is:
- Processing Time: 0–1 Business Day
- Transit Time: 2–4 Business Days
- Estimated Total Delivery Time: 2–5 Business Days
Delivery timeframes are estimates and may vary depending on the delivery location and courier operations.
Q: How much does shipping cost?
A: Our current standard shipping rates within Poland are:
- Free Standard Shipping on orders of PLN 700.00 or more
- Flat Rate Shipping: PLN 35.00 on orders below PLN 700.00
The applicable shipping charge will be displayed during checkout before payment is completed.
Q: What is your order cut-off time?
A: Our daily order cut-off time is:
5:00 PM (CET/CEST)
Orders placed after the cut-off time will be processed on the following business day.
Q: Do you provide tracking information?
A: Tracking information will be provided when available from the shipping carrier. Please allow some time after dispatch for tracking information to become active.
Q: Do you offer international shipping?
A: No. We currently ship orders to addresses within Poland only.
Q: What happens if I enter the wrong delivery address?
A: Customers are responsible for providing complete and accurate delivery information. An incorrect or incomplete address may result in delivery delays, failed delivery attempts, or the return of a shipment to the sender.
If you notice an address error after placing an order, please contact us as soon as possible.
Payments
Q: What payment methods do you accept?
A: Available payment methods may include:
- Visa
- Mastercard
- American Express
- Discover
- Diners Club
- JCB
- Maestro
- Visa Electron
Additional payment methods may be available at checkout depending on the payment provider and applicable conditions.
Q: Is my payment secure?
A: Payments are processed through secure payment systems and payment providers. We take reasonable measures to help protect customer information during the checkout process.
Q: Can my payment be declined?
A: Yes. A payment may be declined by your bank, card issuer, or payment provider. If your payment is declined, please verify your payment and billing information or contact your bank or payment provider.
Returns & Refunds
Q: What is your return policy?
A: Eligible products may generally be returned within 30 days of the delivery date, subject to the conditions in our Return & Refund Policy.
Q: Who pays for return shipping?
A: For eligible change-of-mind returns, the customer is generally responsible for the return shipping cost.
For approved damaged, defective, or incorrect products, a prepaid return shipping label may be provided where appropriate.
Q: Do you provide return labels?
A: A prepaid return shipping label may be provided for approved damaged, defective, or incorrect items, following review of the return request.
Q: What is your refund policy?
A: Approved refunds are generally processed within 9 business days after the returned product has been received, inspected, and approved.
The time required for the refund to appear in your account may vary depending on your bank or payment provider.
Q: Is there a restocking fee?
A: No. PUPIL PET STORE does not charge a restocking fee.
Q: Can I return used products?
A: Generally, no. Eligible returned products should be unused and in their original condition and must meet the requirements stated in our Return & Refund Policy.
Products showing signs of pet use, wear, stains, odours, damage, or misuse may not qualify for a refund.
Products
Q: What types of products do you sell?
A: Our current product categories include:
- Dog Essentials
- Cat Essentials
- Pet Bowls & Feeders
- Harnesses & Walking
Our catalogue may change over time as products are added, updated, replaced, or discontinued.
Q: Are product sizes available?
A: Where applicable, available sizes, dimensions, and product specifications are provided on the relevant product page.
We recommend reviewing the sizing and measurement information before placing an order.
Q: Are your products suitable for all pets?
A: Product suitability varies depending on the individual product. Please review the product description, specifications, dimensions, sizing information, and intended use before purchasing.
Delivery Issues
Q: What if my order is delayed?
A: Delivery times are estimates and may occasionally be affected by:
- Courier operations
- Severe weather
- Public holidays
- Transportation delays
- Increased order volumes
- Other circumstances outside our reasonable control
If you believe your order is significantly delayed, please contact our customer support team with your order number.
Q: What if I receive a damaged, defective, or incorrect product?
A: Please contact us as soon as possible and provide:
- Your order number
- A description of the issue
- Photographs of the product
- Photographs of the packaging, where applicable
Our team will review the information and provide the appropriate next steps.
Privacy
Q: Do you collect personal information?
A: Personal information may be collected and processed when necessary to operate our website, process orders, provide customer support, and perform other relevant business activities.
More information is available in our Privacy Policy.
Q: Do you share my information?
A: Information may be shared with relevant service providers where necessary to process orders, payments, deliveries, customer support, or other business operations.
Personal information is handled according to our applicable privacy practices and legal requirements.
Customer Support
Q: How can I contact customer support?
A: You can contact PUPIL PET STORE using the following information:
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)
We aim to respond to customer enquiries within 24–48 business hours. Response times may be longer during weekends, public holidays, or periods of increased enquiry volume.
Q: What information should I provide when contacting support?
A: For an existing order, please include your order number and a clear description of your enquiry.
For damaged, defective, or incorrect products, photographs may also be requested to help us review the issue.
Important Information
- Delivery estimates are not guaranteed delivery dates.
- Product availability and specifications may change over time.
- Shipping charges are displayed during checkout before payment is completed.
- Return eligibility is subject to the conditions in our Return & Refund Policy.
- Payment availability may vary depending on the payment provider.
- Customers should provide accurate contact and delivery information when placing an order.
- This FAQ provides general information. Where applicable, the detailed terms contained in our Shipping Policy, Return & Refund Policy, Payment Policy, Terms of Service, and Privacy Policy will apply.