FAQ
PURCHASING
What payment methods does Pruff accept?
We accept all major debit and credit cards including Visa, MasterCard, American Express and Discover. We also accept ShopPay & Pruff Gift Cards.
Can I change or cancel my order?
Please contact us immediately at Hello@PruffPets.com with any order issues. We try our best to accommodate any change requests, but cannot guarantee that updates can be made before your order ships.
For pre-orders: changes or cancellations can only be made during the pre-order period. Please contact Hello@PruffPets.com as soon as possible with any issues or concerns.
How can I check the status of my order?
If you create an account, you can sign in to check any order status at any time. Once your order ships, you’ll receive an email notification, which will provide a tracking link. Please allow 1-2 business days for the tracking number related to your order to update onto the
carrier’s site.
Can discount codes be combined?
Only one code can be used in the promo code box at checkout.
Can I add a promo code after my order has been submitted?
After your order has been placed, promo codes cannot be applied. The promotional or discount code must be entered in the discount code box at checkout to receive the discount. If you’d like to attempt to cancel and re-place an order before it ships out, please contact hello@pruffpets.com as soon as possible.
How can I redeem my gift card?
After you’ve added items to your cart and proceed to checkout, enter your gift card number into the “gift card or discount code” section to apply to your order.
SHIPPING
Where does Pruff ship to?
We ship to all of North America, including Alaska, Hawaii, and Puerto Rico. Domestic orders over $50 qualify for free shipping. We also ship internationally to any location accessible via UPS. International shipments do not qualify for free shipping and associated import fees apply.
We also ship to PO Boxes.
How much does shipping cost?
We offer free standard shipping on all domestic orders over $50. For domestic orders under $50 and for all international orders, your shipping rate is calculated at checkout.
Pruff Pets is not responsible for any duty fees assessed by your country’s customs department.
When will my order ship?
Please allow 2-5 business days for your order to be processed. You’ll receive a shipment notification with a tracking number as soon as your order's package ships. We
strive to get orders into the mail as soon as possible and often times the same or next business day.
How long will it take my order to arrive?
Domestic orders arrive within 3-7 business days.
International Orders typically arrive at their destination country within 5-7 business days. However, once your package has arrived it may take some time for your customs department to clear the package. This is out of our control and dependent on your individual country.
How can I change my shipping address?
If you have any incorrect information on your order, please contact Hello@PruffPets.com
as soon as possible for assistance.
Why isn't my tracking updating?
Once your order ships, you’ll receive an email notification, which will provide a tracking link. Please allow 1-2 business days for the tracking number related to your order to update onto the carrier’s site.
What if my package is lost in transit or arrives damaged?
If there are any unusual circumstances around the delivery of your parcel, we’ll be happy to help resolve this promptly! Email us at Hello@PruffPets.com
PRODUCTS
How can I clean my Pruff toys?
Our plush toys are machine washable! Wash with like colors in cold water on gentle cycle. Air dry or tumble dry low.
Where else can I buy Pruff products?
We are also available on Amazon and some boutique retailers in Arizona. Stockist List comping soon. *Please note Limited Edition or specialty items may only be available directly through our website.
The item I want is sold out, is thereanything I can do?
Sign up for our Text or Email list! We notify on restocks, special deals and new releases.
What if my item breaks or becomesdamaged?
Please examine your purchases upon receipt. If anything seems out of the ordinary, prior to play, we will promptly resolve the issue.
We understand that all pets are different. If your dog is a chewer and tends to destroy plush objects quickly, our plushies will be no different.
We stand behind the quality of our products and will continue to expand our product line to meet the needs of various types of play. If a toy becomes damaged, please remove it from your pet and dispose of or replace. At this time, we do not offer any warranty.
How long will the plushies last?
Every animal is different, just like humans. All our plushies have been tested by numerous breeds and dispositions. It would be impossible to provide an individual timeline. Trust your personal experience with your pet and the toys they tend to gravitate toward. That being said, our founder’s miniature schnauzers have kept these around for over a year plus! But they are gentle players.
RETURNS &EXCHANGES
What is your return policy?
We accept returns within 14 days of purchase if the item(s) are in brand new condition with all original packaging undisturbed. Please contact Hello@PruffPets.com for a return code.
Anything marked *Final Sale* in non-refundable and non-exchangeable.
What is your exchange policy?
We accept exchanges within 14 days of purchase if the item(s) are in brand new condition with all original packaging undisturbed. Please contact Hello@PruffPets.com for an exchange.
Anything marked *Final Sale* in non-refundable and non-exchangeable.
What if my pet damages something?
Please examine your purchases upon receipt. If anything seems out of the ordinary, prior to play, we will promptly resolve the issue.
We understand that all pets are different. If your dog is a chewer and tends to destroy plush objects quickly, our plushies will be no different.
We stand behind the quality of our products and will continue to expand our line to meet the needs of various types of play. If a toy becomes damaged, please remove it from your pet and dispose of or replace. At this time, we do not offer any warranty.