Q&As

I haven't received an order confirmation email yet, why?

Depending on the demand of your product, it can sometimes take 24 hours to receive it. Do not hesitate to check your junk/spam emails

What are the shipping times for your products?

We take 24-48h days to process your order. However some products in high demand may take up to 5 business days.

What are your shipping countries?

We ship to Europe, United-state and Canada

Where do we ship your product from?

Our offices are located in France. We have several international warehouses located in the United States, China and Germany.

Do you provide product tracking information?

Yes, you will receive an order tracking number automatically in your shipping confirmation email, tracking 3 days after receipt via this link: http://parcelsapp.com/fr .

Some items are missing from my order, what's going on?

Our products can be shipped separately according to your order. For example, if your order contains items from two different warehouses, there will be two deliveries. The rest of the order will most likely arrive shortly.

I have received a damaged item. What can I do about it?

We are sorry to hear that. Please read our exchange and return policy and simply send us a picture of the damaged item in question to the email address: info@ninepuppy.com and we will send you a similar replacement item as soon as possible.

I still haven't received my order. What is taking so long?

We apologize for the delay. In order to provide you with quality products we can deliver from a warehouse far away from destination countries, which causes a certain delay. Sometimes, due to international shipping your package may take longer than expected due to customs clearance. However, you can track your order and see where it is at any time.

Do you have a refund policy?

We do our best to resolve any problems that our customers may encounter with their online items. If you still wish to receive a refund on your order, we can of course complete the payment, in case the recourse is made within 30 days of the date of the order and the product(s) concerned are not sold. For more information, please read more about our refund policy.