FAQ
Check out our Frequently Asked Questions below. If you still need help please contact us.
Shipping
Where do you ship to?
All U.S. orders are shipped via the United States Postal Service.
How long does shipping take?
All orders are shipped within 24-72 hours. Orders are not shipped on public holidays.
How do I track my order?
A tracking number will be provided when the order has shipped. If you have further concerns after the order has shipped, please contact USPS.
Returns
How do I return an item?
We accept returns and exchanges within 30 days of the delivery date.
To be eligible for a return or exchange, items must be in their original, unused condition (with tags attached if applicable). Accompanied by the original receipt or proof of purchase. Returns may only be eligible for regular priced items, ALL sale items are FINAL SALE and non-returnable.
To start a return, you can contact us at admin@filpup.com. If your return is accepted, we will send you instructions on how and where to send your package. The consumer is responsible for the shipping costs of all returns. Items sent back to us without first requesting a return will not be accepted.
How long does it take to process my return?
If your return is approved for a refund, your refund will be processed and a credit will be automatically applied towards the original method of payment. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you do not receive a refund after 10 business days, please contact your bank or credit card company.
Can I exchange for a different item?
If you’d like to exchange an item for a different size, color, or product, we’ll be happy to assist! Exchanges are subject to product availability.
Any exchanges MUST follow the same refund item condition policies or else the exchange will not occur.
Additional Note:
General
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Photo evidence of the visual damage is required within 24 hours of receiving your order.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Additional Note
The use of our products and the safety of the pet & handler is at the user's discretion and own responsibility. FILPUP is not responsible for any misuse of the products and does not assume any liability.