FULFILLMENT POLICY
Shipping & Delivery Policy
Information about order preparation, carrier transit, tracking, delivery expectations, and customer shipping responsibilities.
ORDER FULFILLMENT
Processing & Shipment
PugPep prepares orders for shipment after order processing is complete. Processing times may vary based on order volume, inventory status, product availability, holidays, carrier schedules, and other operational factors.
When tracking information becomes available, PugPep may provide it through email and, for customers who separately opt in, optional transactional SMS updates.
When available, shipment tracking is associated with the applicable order so customers can follow carrier progress.
Customers are responsible for providing a complete and accurate delivery address before the order is fulfilled.
Transit estimates are provided by the shipping carrier and are not guaranteed delivery dates.
CARRIER TRANSIT
Delays & Service Interruptions
Once a shipment has been transferred to the carrier, delivery timing is affected by carrier operations and conditions outside PugPep's direct control.
Delays may result from weather, transportation disruptions, holidays, carrier processing, service interruptions, incorrect or incomplete address information, delivery-access limitations, or other circumstances affecting the carrier network.
A carrier delay or missed estimated delivery date does not, by itself, make an order eligible for a refund. PugPep may assist with available tracking information or a carrier inquiry when appropriate.
CUSTOMER RESPONSIBILITY
Shipping Address
Customers must review all shipping information before completing an order. PugPep is not responsible for delivery problems caused by an incorrect, incomplete, outdated, or otherwise inaccurate address supplied by the customer.
If you discover an address issue before fulfillment, contact PugPep Support as soon as possible. PugPep cannot guarantee that an address can be changed after processing or shipment has begun.
TRACKING & DELIVERY STATUS
Shipment Updates
Carrier tracking may show statuses such as label created, accepted, in transit, out for delivery, delivered, exception, or another carrier-defined status. Carrier tracking information is provided by the carrier and may not update in real time.
Customers who voluntarily opt in to transactional SMS updates may receive order-related text messages concerning shipment, tracking, out-for-delivery, and delivery status. SMS consent is optional and is not required to complete a purchase.
DELIVERY ISSUES
Damaged, Missing, or Incorrect Shipments
If a shipment arrives damaged, appears incomplete, contains an incorrect item, or reflects a potential fulfillment issue, contact PugPep Support as soon as possible with the order number and supporting information.
Depending on the circumstances, PugPep may request photographs of the shipment, packaging, shipping label, and affected materials to help review the issue.
Resolution of a verified fulfillment issue is governed by the PugPep Refund & Return Policy.
RESEARCH USE NOTICE
Laboratory Research Materials Only
PugPep products are supplied for laboratory research purposes only and are not intended for human or veterinary use. Shipment, storage, and delivery information provided by PugPep does not constitute medical, clinical, dosing, or treatment guidance.
SUPPORT
Contact PugPep
For questions about shipping, tracking, or a delivery issue, contact Support@PugPep.com.