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FAQs

What is the status of my order?

All orders are processed within 24 hours of payment. Once your order has been dispatched, you will receive a shipping confirmation email which includes a real-time tracking link (be sure to check your spam folder too!)

Can I change my order?

Only orders that have not yet been processed can be amended. To request a change, please contact our support team at contact@pupsden.com. To avoid delays, please also include your order number in the email. 

Can I cancel my order?

Only orders that have not been processed can be cancelled. Once shipped, customers must wait until they have received the package before begining the refund process. 

How long does shipping take?

Our shipping times typically range from 5-10 business days depending on where you are located. Once your order is dispatched, you will receive a shipping confirmation email including a real-time tracking link. Refer to our shipping policy for current estimated shipping times. 

PLEASE NOTE: Due to current high demand, our shipping times may take up to 15 business days. If you have any further questions, reach out to us at contact@officialaidastore.com.

Where do you ship to?

Please refer to our shipping policy for detailed information regarding shipping countries and times.

How can I return my order?

To start your refund process, please contact our support team at contact@officialaidastore.com. To avoid delays, please include your order number in the email and details of why you would like a refund. 

Do I have to pay for return shipping?

Return shipping costs are at the discretion of Pups Den and may vary from order to order depending on the reason for return. For further clarification, feel free to reach out to us at contact@officialaidastore.com.