FAQ

FAQ

1.Must I have an account to order?

No, you can also place an order as a guest. But, you'll get more perks if you have an account with us:

• Quick checkout process
• Easily view your order status and order history
• Receive updates detailing our new releases and special promotions

2.What is the best way to choose my size?

Our size chart is independent. To choose the best size for you, please check the size chart on the product page, and refer to the measurements below each size. You can also refer to our measuring guide to see how to measure yourself. If, after reviewing the chart you are still uncertain about what size to order email us at support@pupelf.com and we will be happy to provide you with more information.

3.What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, Discover, AMEX), and PayPal payments.

4.Why do I need to verify my payment on my order?

We apologize for any inconvenience. Our system checks a random amount of orders to ensure that they were placed by an authorized user of the payment method selected. Please check your email and reply with the requested documents. Your privacy and security are very important to us. Thank you for your business.

5.How secure is my online order?

When purchasing online using your credit card, all of your information is entered into an SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

6.Where are your products sent from?

We currently have several warehouses located in Asia, North America, Europe and The Middle East. We typically ship your packages from the nearest warehouse that has your items in stock.

Please note: In the event your items are stocked in different warehouses, your order may be shipped in separate packages.

7.Are there any exchange rates?

All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

8.How do I set my shipping address?

Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change the letter "?" to "c".

9.Can I change/modify my shipping address/sizes?

About shipping address changing:

1. For unshipped orders, you can contact our customer servicefor size changing.
2. For shipped orders, the shipping address CANNOT be changed anymore.

About size changing:

1. For unpaid orders, you need to cancel the order in 【My Orders】and place a new one with the size you want.
2. For paid but unshipped orders, you can contact our customer servicefor size changing.
3. For shipped orders, the size cannot be edited. pupelfrecommends you to do return for size changing after you receive the parcel.

10.How long does shipping take & how can I track my package?

The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking number and tracking website. We are not responsible for delays caused by the customs department in your country.

11.Why was my order divided into two or more packages?

We apologize for any inconvenience. As we currently ship from various global warehouses, there may be items that are in stock at another facility. Additionally, we may ship available items first so you don't have to wait longer for an item to restock. In these cases, your order will be shipped in separate packages. To confirm, please check the order details via 'My Orders'.

12.Why I didn’t get an email about my order being shipped?

Please ensure that your email address is spelled and formatted correctly. It may have been filtered to your Spam/Junk folder. Also, you can check order status via "My Orders" in your pupelf account.

13.How can I deal with my package if I do not want it because of the customs taxes?

Orders shipped internationally may be subject to import taxes, customs duties and fees levied by the destination country. pupelf has no control over these charges, nor can pupelf predict what they may be.

Customs policies vary widely. Please contact your local customs office for more information. If you were charged fees, please keep related documents and contact us as soon as possible.

If something is still missing, please contact us immediately at support@pupelf.com.