PupMail | PTEM LLC

Shipping and returns

Effective September 17, 2026. Questions: support@pupmail.com.

Where we ship

We currently accept addresses in the 50 US states and Washington, DC. No international destinations, territories, or military postal addresses at launch. Shipping is included in the displayed PupMail Monthly price. An address we cannot validate for fulfillment must be corrected before an order can proceed.

When a monthly Parcel leaves PupMail

We aim to ship within five business days after each successfully completed PupMail Monthly payment. A weekend or holiday can shift handling to the next practical business day. This is a shipping estimate, not a guaranteed arrival date; carrier transit is additional and can vary, particularly for noncontiguous destinations. We send tracking when an order is marked shipped.

If we cannot meet the stated shipping timeframe, we will contact you about the delay or offer cancellation and a refund where appropriate. We do not silently charge an extra month to replace a delayed paid Parcel.

Address changes, pauses, and cancellations

Change the membership shipping address before the next scheduled automatic charge. A change applies to future orders that have not begun processing; a paid order keeps its original shipping snapshot unless support confirms a change. Pause or cancel in My PupMail before the next scheduled charge to stop that future Parcel. Contact support promptly about a paid order or mistaken address.

Returns and problems

Contact support within 30 days after delivery for a damaged, incorrect, unsafe, or unsuitable item. Include the order number and a description; a photo can help. Stop using a damaged or unsuitable item. We will assess whether a replacement or refund is appropriate. Do not mail a return before receiving instructions.

For a change-of-mind return, contact us within 30 days; the toy must be unused and in its original condition. We will provide return instructions. Return postage is your responsibility for change-of-mind returns; we cover reasonable return costs for an item we sent incorrectly or that arrived defective. Approved refunds go to the original payment method. Processing time depends on the payment provider and bank. Mandatory consumer rights remain unchanged.

Contact: support@pupmail.com.

PTEM LLC / PupMail
170 NE 2nd St. #1329, Boca Raton, FL 33432