Order Tracking
Enter your order number and checkout contact to see the latest delivery status.
How to track your order at Pupiness, from checkout to your door
This page is the quickest way to track your order at Pupiness. Enter the order number from your confirmation email, along with the email address or phone number you used at checkout, and you will see exactly where things stand. The confirmation email normally reaches you within an hour of payment.
Every order moves through four stages: Pending while we confirm it, Processing while it is prepared, In Transit once it has left us, and Delivered when it reaches you. The day it ships, we email you a tracking number and tell you how many parcels are on their way. Allow up to 48 hours for that number to show movement. Account holders can also follow each step from My Account, under Order Tracking.
Chosen with care, from nose to tail
Pupiness exists so that pet parents can find what their companions need in one calm, well-kept place: cozy beds, grooming tools, health and wellness care, treats, and gear for travel and the outdoors, for dogs and cats alike. We keep the range deliberately focused, so every product has to earn its place.
Everything we sell comes from a vetted network of manufacturing and fulfilment partners, chosen product by product. Buying direct, without the cost of retail floor space, keeps our prices fair. And we stand behind what we send: if an item is not right, you have 14 days from delivery to return it unused and in its original condition, as our returns policy explains.
How we prepare your order
Pet products are personal, and small details matter. We prepare each order with care, and before the parcel leaves we check two things:
- It matches your order: the product, size and colour you chose.
- It is packed to travel well: packaging that protects beds, carriers and more fragile pieces on a long journey.
When the parcel arrives, take a moment to look it over. If anything arrives damaged or not as described, tell us and we will put it right with you.
Processing time, and why peak season takes longer
Orders are normally processed within 1 to 2 business days of your confirmation email, not counting weekends and public holidays. While your status reads Processing, payment is confirmed, your items are prepared at the partner facility that holds them, and the parcel is handed to the courier. Then the status changes to In Transit, your tracking email follows, and you can track your order from this page or from your account.
Some weeks are busier than others. Black Friday and Cyber Monday, the run-up to Christmas and New Year, and the summer sales bring a wave of orders just as couriers are at their fullest. In these periods, preparation and transit can both take longer than usual. If you are shopping for a birthday or a festive gift, ordering a little earlier gives everyone some breathing room.
Delivery times and where to learn more
Delivery estimates are counted from dispatch. As a guide, parcels to the United States usually arrive in 3 to 5 business days, to the United Kingdom and the European Union in 1 to 3 weeks, and to other countries in 2 to 4 weeks. Shipping is a flat rate per destination, $5.99 to the US, $9.99 to the UK and $12.99 to the EU, and it is free on orders over $50 in the US, $75 in the UK and $90 in the EU.
These are estimates, not promises: weather, customs and carrier backlogs sit outside our control, and we would rather say so plainly. Because we ship from partner facilities in Poland, China, Hong Kong and elsewhere, a few international routes cannot offer end to end tracking, and there our satisfaction guarantee stands in its place. Rates, options and what happens if you are not home are all on our delivery information page.
Rewards for loyal pet parents
Every order you track here also earns points. The Pupiness rewards programme is free to join: you start at Silver, earning 1 point for every $1 you spend, plus 100 points for creating an account and 50 for each review you write. Points never expire while your account stays active, and 500 points take $5 off a future order. Members who reach Gold also enjoy free shipping and priority support. The full details are on our loyalty programme page.
Questions or concerns: we are here
We are a small team, and we read everything that comes in. For any question about your order, a delivery or a product, contact us and include your order number so we can help faster.
If something has gone wrong and you would like to raise a formal complaint, our complaints process explains each step. Most complaints are resolved within 3 business days, and in most cases you will have our final response within 3 weeks.
Frequently asked questions
I placed my order but have no tracking number yet. Why?
Your tracking number is emailed once the parcel has shipped, which normally follows 1 to 2 business days of processing. Until then your status shows Pending or Processing. Check your spam folder too, and if the email still has not appeared, contact us and we will make sure you receive it.
My tracking has not updated for days. Should I worry?
Usually not. Tracking can take up to 48 hours to become active, and international parcels often go quiet while crossing borders or clearing customs, then update all at once. If your order has not arrived within 10 days of your shipping confirmation email, get in touch and we will look into it with you.
Why is my order arriving in several parcels?
Each product ships from the partner facility best suited to it, so one order can travel as more than one parcel, and your shipping email says how many. A delayed item is dispatched as soon as stock becomes available, so you may track your order in two stages.
I entered the wrong delivery address. Can it be changed?
Yes, as long as your order has not been processed yet and is still in our warehouse, so contact us straight away. Once the parcel has left, we can no longer change it, and any change has to be requested through the courier service.
What happens if I am not home when the courier arrives?
If the parcel cannot be left in a safe, secure place, the courier leaves a card showing when delivery was attempted. Delivery is attempted twice before the parcel comes back to us, so keep an eye on your tracking around the expected date.
Will my order take longer around Black Friday or the holidays?
It can. Sale periods and holidays bring far more orders and busier courier networks, so both preparation and transit may run past our usual estimates. Ordering early is the simplest way to have a gift arrive on time, and our delivery information page lists estimates by destination.
My item arrived damaged or is not what I ordered. What now?
We are sorry, that should not happen. Write to us through the contact page with your order number and, if you can, a photo of the item, and we will take it from there. Items can also be returned within 14 days of delivery under our returns policy.