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Shipping policy

All orders are processed within 1 business day (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped. 

Domestic Shipping Rates and Estimates

We offer free flat rate shipping to the United States and Canada.

Shipping optionEstimated delivery timePrice
Standard Shipping4 to 14 business days$5
Expedited Shipping2 to 6 business days$10

International Shipping

We offer international shipping worldwide.

Shipping charges for your order will be calculated and displayed at checkout. 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Urban Pup is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within X days of receiving your shipping confirmation email, please contact us at info@urban-pup.ca with your name and order number, and we will look into it for you.

Shipping to P.O. boxes

We are currently unable to ship to P.O. boxes as UPS will only accept shipments to a valid street address.

Refunds, returns, and exchanges

Please view our return policy page for detailed information about our return policy. 

In the event that your order arrives damaged in any way, please email us as soon as possible at info@urban-pup.ca with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don’t hesitate to contact us at info@urban-pup.ca.