Orders & Shipping
How long does it take to process my order?
Orders are usually processed within 2–5 business days after payment. Orders placed on weekends or holidays are processed the next business day.
How long will delivery take?
Standard delivery usually takes 7–14 business days. In some cases (customs delays, strikes, courier issues), it may take up to 20 business days.
Will I get tracking details?
Yes. Once your order ships, you’ll receive a tracking number by email. Make sure you provide a valid email at checkout.
Who pays customs duties or taxes?
Customs duties, import taxes, and fees are the customer’s responsibility. They are not included in our product prices or shipping fees.
What if my package is marked “Delivered” but I can’t find it?
Contact us within 7 days of the “Delivered” status. We’ll help trace it with the carrier. If your order required a signature, the signed delivery slip is proof of delivery.
Do you ship internationally?
Yes, we ship to most countries worldwide. Shipping times and costs vary by destination and are shown at checkout. Customs duties or taxes may apply depending on your country’s rules.
Do you ship partial orders / will my items arrive separately?
Sometimes, to speed up delivery. If items ship separately, you’ll receive multiple tracking numbers.
What happens if my package is lost or stolen?
If tracking shows “delivered” but you haven’t received it, check with neighbors, building staff, or family. If still missing, contact us at support@myzuppa.com and we’ll help investigate.
Can I change or cancel my order?
Yes, if your order hasn’t shipped yet. Email us ASAP with your order number. Once shipped, it can’t be changed but you can request a return.
Do I need an account to order?
No — you can checkout as a guest. Creating an account helps you track orders faster and saves details for future purchases.
How do I track my order?
Once your order ships, you’ll receive an email with tracking details. You can click the link to see real-time updates from the carrier. If you don’t see the email, please check your spam/junk folder or contact us at support@myzuppa.com for help
Products
How do I choose the right size/product variation?
Check the sizing chart or product description on each item. If you’re unsure, contact us with your pet’s details for guidance.
Do you offer warranty on products?
Most of our products come with a standard 30-day warranty against manufacturing defects. If your item arrives defective or develops a fault during normal use within this period, please contact us with photos or videos, and we’ll arrange a replacement or refund. Some items may have longer manufacturer warranties — check the product page for details.
Payments & Discounts
What payments do you accept?
We accept major credit/debit cards, PayPal, and other local methods (depending on your country). All payments are secure.
Can I apply more than one discount code?
No, only one discount code per order unless stated otherwise.
How do I use a discount code?
Enter your code in the Discount code box at checkout and click Apply. If valid, you’ll see the discount before payment.
Is my payment secure?
Yes. All payments on our store are processed through trusted, PCI-compliant providers such as PayPal, Stripe, or Shopify Payments. Your card details are encrypted and never stored on our servers. You can shop with confidence knowing your information is protected.
Returns & Refunds
How many days do I have to request a return?
For standard returns → within 7 days of delivery.
For defective, damaged, or incorrect items → within 14 days of delivery (with photo/video proof).
Can I return an item if I just change my mind?
No. We don’t accept returns for “change of mind,” wrong size/color ordered, or minor differences due to screen display.
Where do I send returns?
Returns must be approved first. Once approved, we’ll provide the correct warehouse address. Do not send items to our India office — returns sent there cannot be processed.
Who pays for return shipping?
If the item is defective, damaged, or incorrect, we cover reasonable return shipping or provide a prepaid label once your claim is approved.
For all other eligible returns, the customer pays return shipping.
When will I get my refund?
Once your return is received, inspected, and approved, we’ll issue a refund to your original payment method within 7–15 business days. Please note that shipping fees, customs duties, and taxes are generally non-refundable unless required by law.
What if my return is not approved?
If your return request is not approved (e.g., item not defective, not eligible, or sent without authorization), no refund will be issued.
Can I exchange an item?
Yes, if the item was defective/damaged/incorrect and stock is available. If not, we’ll issue a refund instead.
What’s your return policy?
Contact us within 7 days of delivery. Items must be unused, unworn, and in original packaging with proof of purchase.
What items are not eligible for return?
Change of mind, wrong size/color ordered, minor color differences due to screens, and normal wear & tear are not eligible.
Delivery Problems
What happens if my package is delayed or lost?
If tracking shows delays, contact the carrier first, then us with the case ID.
Claims must be raised within 15 days of the estimated delivery date or the last tracking scan.
If the carrier confirms that the package is lost, we’ll either reship the product or refund the product price at our discretion.
What if I refuse delivery or don’t pay customs?
The parcel may be destroyed or returned by customs.
Shipping fees, duties, taxes, and return-to-sender costs are non-refundable.
If the parcel is returned to us, we can reship (at your cost) or issue a partial refund (product price minus return/processing fees).
Privacy & Data
Do you sell or share my personal information?
No. We do not sell your personal information. We only share it with service providers (e.g., Shopify, payment processors, shipping companies) to operate our store.
Do you use cookies?
Yes. We use cookies to operate the store, remember preferences, and personalize marketing. In the EU/UK, we ask for consent before setting non-essential cookies.
Can I opt out of targeted ads?
Yes. You can:
Use our cookie banner’s preferences.
Please email us at support@myzuppa.com
If your browser sends a Global Privacy Control (GPC) signal, we’ll honor it.
How long do you keep my data?
We keep data as long as necessary for the purposes listed (e.g., tax records ~7 years, account data while active, marketing data until you unsubscribe). After that, we delete or anonymize it.
What are my privacy rights?
Depending on your location, you may have rights to:
Access, delete, or correct your data.
Opt out of sale/sharing or targeted advertising.
Manage marketing preferences.
Withdraw consent (where applicable).
For requests, contact support@myzuppa.com.
General Terms
What laws govern your store?
Our store is governed by the laws of the State of Wyoming, USA. Disputes are handled by arbitration in Wyoming, unless local consumer rights require otherwise (EU/UK).
What if prices or product details are wrong on the site?
We do our best, but mistakes can happen. We may correct errors, change product details, or cancel orders if needed.
Can you cancel my order?
Yes, we may cancel orders (e.g., suspected fraud, stock issues, pricing errors). If we do, you’ll receive a full refund.
Contact Us
How can I contact support?
You can reach us in three ways:
Email: support@myzuppa.com (we reply within 24–48 hours)
Contact Form: You can also submit a message through our Contact Form.
WhatsApp (messages only): +91 9746247363