Welcome to our Frequently Asked Questions page! We’ve compiled answers to common queries about our premium dog products, delivery service, and more. If you can’t find what you’re looking for, our team of dog enthusiasts is always ready to help at [email protected].

About PuppyJoyz

Who is PuppyJoyz for?
Our target customers are devoted dog parents worldwide who prioritize quality, convenience, and their pup’s happiness. Whether you need premium nutrition like ROYAL CANIN, comfortable beds, durable leads & harnesses, or fun toys, we cater to all breeds and needs with carefully selected products.
What makes PuppyJoyz different?
We combine a thoughtfully curated product range with reliable global delivery. Our store style is warm and customer-focused, mirroring the care we’d want for our own pets. From Batman-themed beds to veterinary nutrition, we offer both practical essentials and joyful surprises for every dog.

Products

Do you offer breed-specific products?
Yes! We carefully select products including ROYAL CANIN veterinary nutrition that caters to different breeds, sizes, and dietary needs. Our range includes specialized food, appropriately sized leads & harnesses, and breed-appropriate toys.
Are your dog treats and food grain-free?
We offer a selection of grain-free options among our premium dog food and treats. Product descriptions clearly indicate dietary specifications to help you make the best choice for your pup.
How do I choose the right size bed or harness?
Each product page includes detailed sizing guides. For beds, consider your dog’s sleeping style and measurements. For harnesses, measure your dog’s chest girth and neck size. When in doubt, our team can advise at [email protected].

Ordering & Account

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience and security.
Do I need an account to place an order?
While you can checkout as a guest, creating an account lets you track orders, save favorites, and enjoy faster checkout next time.
I forgot my password. What should I do?
Click “Forgot password” on the login page to reset it. You’ll receive instructions via email to create a new secure password.

Shipping & Delivery

Where do you ship?
We ship globally to dog lovers worldwide! However, we’re currently unable to deliver to some remote areas and parts of Asia. Our checkout will notify you if we can’t deliver to your location.
What are my shipping options?
We offer two convenient options:
Standard Shipping (£12.95): 10-15 day delivery via DHL/FedEx with tracking
Free Shipping: 15-25 day delivery via EMS for orders over £50
How long does order processing take?
Our dog-loving team carefully picks and packs each order within 1-2 business days. You’ll receive a dispatch notification with tracking information once your package is on its way.
Do you handle customs for international orders?
Yes! We complete all necessary customs documentation for international deliveries (excluding some remote areas and parts of Asia) to make the process smooth for you.

Returns & Exchanges

What’s your return policy?
We offer a 15-day return policy from the delivery date. If your pup isn’t completely happy with their new bed, leads & harnesses, or toys, simply contact us at [email protected] to arrange a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. In those cases, we’ll cover return shipping – just contact us first.
How long do refunds take?
Once we receive your return, refunds are processed within 5 business days and typically appear in your account within 3-5 additional business days, depending on your payment provider.

Contact & Support

How can I contact customer service?
Our team of dog enthusiasts is always happy to help! Email us at [email protected] for any questions about products, orders, or your pup’s needs.
What are your business hours?
Our Chester-based team operates Monday-Friday, 9am-5pm GMT. We aim to respond to all emails within 24 business hours.
Where is PuppyJoyz located?
Our cozy headquarters is at 47 Charles St, Chester, GB CH7F 4TR – where every order is packed with the same care we’d want for our own pups!

At PuppyJoyz, we’re more than just another pet store – we’re your partners in creating joyful moments for your four-legged family members. From premium products to reliable delivery, we’re here to make every step a pleasure for you and your pup!