Can I cancel or edit my order?
Since all orders will be processed immediately, please beware that you have up to 12 hours to edit your order after order confirmation. We cannot cancel or edit your order after this 12 hours window. Please contact our Customer Service team immediately at customersupport@houseofcatlovers.com should you have any urgent requests.
Damaged or Incorrect Order
At Puppeeland, we always try our best to ensure product quality and order accuracy. If you receive a damaged, faulty or incorrect product, don't worry!
Simply take a photo and send it to us at customersupport@houseofcatlovers.com and we will send you a replacement order or store credits for future use. Unfortunately, we cannot accept exchanges or refunds for products that fail to meet your expectations if they're not defective.
Exceptions / non-returnable items
Due to hygiene concerns, we are sorry that the following product types cannot be returned due to wrong sizing. Therefore, please make sure you double check the size chart before your order and size up 1-2 sizes as our apparel is usually one size smaller.
- Human Clothing & Accessories
- Pet Clothing & Accessories
- Bedding Sets (Including Duvet Covers)
All custom made and personalized products are also non-returnable.
Order Not Received
Your order will come with a tracking number. Our after sales team will keep monitoring the shipping status and notify you if the delivery is taking longer than usual. If you still haven't received your product after 6 weeks of ordering and the shipment status shows that your order has not yet arrived in the country of destination, we will send you a replacement order for free.