Shipping policy

At Pupr, we do everything we can to get your order delivered to you as quickly and reliably as possible. Because we work with third-party suppliers, fulfillment partners, and shipping carriers, the exact shipping route may vary by order.

Below you’ll find all the important information about order processing, shipping, and tracking.

Shipping Information

Processing time: 1–2 business days
Estimated shipping time: 4–8 business days
Estimated total delivery time: 5–10 business days

Business days are Monday through Friday, excluding official holidays.

The delivery times listed above are estimates and are not guaranteed delivery timeframes. Actual delivery times may vary depending on factors such as the destination, shipping carrier, customs procedures, shipping volume, and other circumstances outside Pupr’s direct control.

Order Processing

Once your order has been placed and payment has been successfully received, it will be processed as quickly as possible.

Our standard processing time is 1–2 business days.

During busy periods, promotions, holidays, or unexpectedly high order volumes, processing may take longer. If this significantly affects the expected delivery time, we will make reasonable efforts to keep you informed.

Shipping & Delivery

Once your order has been processed, it will be handed over to the relevant shipping carrier or fulfillment partner.

Our estimated shipping time is typically 4–8 business days.

Depending on the product and available inventory, an order may be shipped from different warehouses or locations. As a result, you may notice that:

  • your package is shipped from another country;
  • the name of a third-party shipping partner appears on the package;
  • different items from the same order are shipped separately;
  • items from the same order arrive at different times;
  • tracking information is not immediately available after the package has been shipped.

This does not affect your agreement with Pupr. PROLIFIC, doing business as Pupr, remains responsible for your order and the obligations owed to you as a consumer.

Delays

Although we do everything we can to deliver orders within the estimated timeframe, delays may occur.

Delays may be caused by, for example:

  • high shipping volumes;
  • holidays or peak periods;
  • delays in international transportation;
  • customs inspections or other border procedures;
  • weather conditions;
  • strikes or other disruptions;
  • incorrect or incomplete address information;
  • circumstances involving third-party suppliers or fulfillment partners;
  • other circumstances beyond Pupr’s reasonable control.

A delay does not automatically mean that an order has been lost.

If your order has been in transit longer than expected, you can contact us at info@pupr.nl. We will check the status of your order and assist you where possible.

Your statutory consumer rights always remain unaffected.

Where Is My Package?

Once your order has shipped, you will receive an email with your tracking information, if tracking is available.

You can track the progress of your order using the tracking link provided in that email.

Please note that tracking information is not always updated immediately. For international shipments, it may take several business days for the carrier to perform the first scan or for new location information to become available.

My Tracking Number Isn’t Working

It is normal for a tracking number not to show current information immediately.

It can take up to 5 business days after shipment for the first tracking information to appear.

First, make sure your tracking number is correct and allow the carrier sufficient time to process the initial scan.

If your tracking information is still unavailable, has not been updated, or appears to be incorrect after this period, contact us at info@pupr.nl.

Please include your order number so we can assist you more quickly.

Incorrect or Incomplete Delivery Address

The customer is responsible for providing a correct and complete delivery address when placing an order.

Always carefully check:

  • your full name;
  • street name and house number;
  • ZIP code;
  • city;
  • country;
  • any additional address information.

Did you notice an error in your address after placing your order? Contact us as soon as possible at info@pupr.nl.

If your order has not yet shipped, we will try to update the address. However, we cannot guarantee that a change will still be possible once the order has been processed or shipped.

If an order is returned due to an incorrect or incomplete address, additional shipping may be required before the order can be shipped again.

This does not affect the customer’s statutory consumer rights.

Not Home When Your Package Is Delivered

If you are not home when your package is delivered, the carrier may leave the package with a neighbor, at a pickup location, or at another location designated by the carrier, or they may attempt delivery again.

In that case, please follow the carrier’s instructions provided through the tracking information.

Package Shows as Delivered but Was Not Received

If the tracking information shows that your package was delivered but you have not received it, first check:

  • whether the package was left with a neighbor;
  • whether the package was left in a safe location;
  • whether the package was delivered to a pickup location;
  • whether someone else at the delivery address accepted the package.

Still can’t find your package? Contact us as soon as possible at info@pupr.nl with your order number.

We will review the available shipping information and, if necessary, contact the relevant shipping carrier or fulfillment partner.

Lost or Damaged Packages

If a package appears to have been lost during transit or arrives damaged, please contact us as soon as possible at info@pupr.nl.

If possible, please include photos of the damaged packaging and product.

We will assess the situation and, where necessary, open an investigation with the shipping carrier or fulfillment partner.

To the extent required by law, Pupr remains responsible for its obligations to the consumer regarding the order.

Customs, Import Duties & Taxes

International shipments may be subject to customs procedures.

Depending on the destination country, additional costs may apply, such as import duties, taxes, customs clearance fees, or other administrative charges.

When such costs are legally the responsibility of the consumer, the consumer is responsible for paying them.

Customs procedures may also affect the final delivery time. Pupr has no control over how quickly local customs authorities process a shipment.

Any provisions regarding customs, import duties, and taxes are always subject to applicable consumer protection laws.

Multiple Items in One Order

If you ordered multiple products in a single order, they may be shipped separately.

This may occur when products are processed from different fulfillment locations or by different suppliers.

You may therefore receive multiple tracking numbers and separate deliveries. You will not automatically be charged additional shipping fees for this when you placed one combined order at checkout.