Welcome to the PupsVela FAQs section! Here, you’ll find answers to the most commonly asked questions about ordering, shipping, returns, refunds, policies, and more. If you need further assistance, feel free to contact us at pupsvela@hotmail.com.
1. General Questions
1.1. What is PupsVela?
PupsVela is an online store dedicated to pet lovers, offering a variety of pet products, accessories, and essentials. Alongside our eCommerce store, we also publish informative content on pet care, grooming tips, and pet stories.
1.2. Where is PupsVela based?
We are based in London, United Kingdom:
📍 Business Address:
182 High Street North,
East Ham, London, E6 2JA
United Kingdom
1.3. Do I need to create an account to shop at PupsVela?
No, you can place an order as a guest. However, creating an account allows you to:
✔ Track your orders easily
✔ Save your shipping details for faster checkouts
✔ Receive exclusive deals and discounts
2. Ordering & Payment
2.1. How do I place an order?
Ordering is simple! Follow these steps:
- Browse our pet products and add items to your cart.
- Click ‘Checkout’ and enter your shipping details.
- Choose a secure payment method.
- Click ‘Place Order’, and you’ll receive a confirmation email!
2.2. What payment methods do you accept?
We accept:
✔ Credit/Debit Cards (Visa, MasterCard, AMEX, etc.)
✔ PayPal
✔ Other secure online payment options
2.3. Is my payment information secure?
Absolutely! We use SSL encryption and partner with trusted payment processors like PayPal and Stripe to ensure your payment is 100% secure.
2.4. Can I cancel my order?
✔ Orders can be canceled within 12 hours of purchase.
✔ If your order has already been shipped, cancellation is not possible, but you can request a return after receiving the product.
3. Shipping & Delivery
3.1. Where do you ship?
We currently ship to various international locations, including the UK, Europe, and selected worldwide regions.
3.2. What are your shipping times?
✔ Transit Time: 1-2 business days
✔ Handling (Processing) Time: 2-3 business days
✔ Order Cutoff Time: 11:00 PM GMT
3.3. How can I track my order?
Once your order is shipped, you will receive a tracking number via email. You can use this to track your package on the carrier’s website.
3.4. What if my order is delayed?
While we strive for on-time delivery, delays may happen due to:
✔ Weather conditions
✔ Customs clearance (for international orders)
✔ High order volumes (during sales or holidays)
4. Returns & Refunds
4.1. What is your return policy?
✔ You can return items within 14 days of receiving them.
✔ Items must be unused, in original condition, and in their original packaging.
✔ Some items, such as hygiene-sensitive products, may not be returnable.
4.2. How do I return a product?
✔ Contact us at pupsvela@hotmail.com with your order number.
✔ We will provide return instructions.
✔ Ship the item back using a trackable shipping service.
✔ Once we receive and inspect the product, we will process your refund.
4.3. Do I have to pay for return shipping?
✔ Customers are responsible for return shipping costs unless the item was damaged or defective.
4.4. How long does it take to receive a refund?
✔ Refunds are processed within 21 days after we receive the returned item.
✔ Refunds will be issued to your original payment method.
4.5. Can I exchange an item?
❌ Exchanges are not accepted. If you need a different item, you must return the original purchase and place a new order.
5. Damaged or Defective Products
5.1. What if I receive a damaged item?
✔ Contact us immediately at pupsvela@hotmail.com with photos of the damaged item.
✔ We will review your request and determine whether a replacement or refund is applicable.
6. Privacy & Security
6.1. How does PupsVela protect my personal data?
✔ We use SSL encryption and secure servers to protect your data.
✔ We do not store your payment details; they are processed through trusted third-party payment gateways.
6.2. Do you share my data with third parties?
✔ No, we do not sell or rent your data.
✔ We only share necessary details with payment processors, shipping carriers, and legal authorities if required.
For more details, read our Privacy Policy.
7. Customer Support
7.1. How can I contact PupsVela?
✔ 📧 Email us at pupsvela@hotmail.com
✔ 📞 Call us at +44 78 7896 8965
7.2. What are your customer support hours?
✔ We respond to inquiries Monday – Friday, 9 AM – 6 PM (GMT).
7.3. Do you have live chat support?
✔ We are working on implementing live chat support soon! In the meantime, you can reach us via email.
8. Terms & Policies
8.1. Where can I find your full Terms & Conditions?
✔ You can read our Terms & Conditions page for detailed legal policies.
8.2. Where can I find your Privacy Policy?
✔ Our full Privacy Policy outlines how we collect, store, and use your data.
9. Pet Stories & Articles
9.1. Does PupsVela only sell pet products?
✔ No! We also provide engaging pet-related content, including:
✔ Pet stories & owner experiences
✔ Pet grooming guides
✔ Health & wellness tips for pets
Visit our blog section to explore our latest articles!
10. Future Updates & Announcements
10.1. How can I stay updated on new products and promotions?
✔ Subscribe to our email newsletter to receive exclusive updates and discounts!
✔ Follow us on social media for the latest news.
Still Have Questions?
If you couldn’t find the answer you were looking for, feel free to reach out!
📧 Email: pupsvela@hotmail.com
📞 Phone: +44 78 7896 8965
We are happy to help! 🐾
