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Shipping & Returns

Shipping Policy

Shipping Information — Puppylab Pet Milk

We strive to deliver your Puppylab Pet Milk quickly, safely, and reliably. Below are the details of our shipping process:

Shipping Areas

We ship nationwide within the Philippines.

Processing Time

Orders are typically processed and prepared for shipment within 1–2 business days after payment confirmation.

Shipping Methods & Timeframes

Delivery time depends on your location and the shipping option selected at checkout:

  • Standard Shipping: 3–7 business days

  • Express Shipping: 1–3 business days
    (Actual delivery times may vary depending on your area and courier capacity.)

Shipping Fees

Shipping fees are calculated at checkout based on:

  • Your delivery address

  • Weight/dimensions of your order

  • Chosen shipping method

Free shipping promotions may apply on qualifying orders.

Order Tracking

Once your order ships, you’ll receive:

  • A tracking number

  • Instructions to track your package online

You can check the status anytime using the courier’s tracking portal.

Delivery Issues

If your order is delayed, lost, or arrives damaged:

  • Contact our support team at support@puppylab.com

  • Include your order number and any photos of the damaged item

We’ll assist you promptly to resolve the issue.

Important Notes

  • Delivery times may be longer during holidays or peak seasons.

  • Please ensure your shipping information is correct — we are not responsible for delays due to incorrect addresses.

  • For deliveries to rural or hard-to-reach areas, additional time may be required.

Return & Exchange Policy

Return & Refund Policy — Puppylab Pet Milk

At Puppylab, we stand behind the quality of our products and want you and your pet to be completely satisfied. If for any reason you are not satisfied with your purchase of Puppylab Pet Milk, we’re here to help.

1. Eligibility for Returns

  • Returns are accepted within 30 days from the date of delivery.

  • To be eligible, the item must be:

    • Unopened and in its original packaging, OR

    • Opened but unused with at least 80% of the product remaining.

  • Proof of purchase (order number or receipt) is required.

2. How to Request a Return

To start a return, please contact our Customer Support team at:

​

In your message, include:

  • Your order number

  • Reason for return

  • Photo of the product (especially if opened or damaged)

  • Our team will respond within 1–2 business days with return instructions.

  • 3. Refund Process

  • Once your return is received and inspected:

  • If approved, you’ll receive a refund to your original payment method within 5–7 business days.

  • A confirmation email will be sent once your refund is processed.

  • 4. Exceptions & Non-Returnable Items

  • Products that are damaged due to misuse, contamination, or improper storage are not eligible.

  • Sale or clearance items may be final sale.

  • 5. Damaged or Defective Items

  • If your product arrives damaged or defective:

  • Contact us within 7 days of delivery.

  • Send a photo of the damaged packaging and product.
    We’ll replace the item or issue a refund at no additional cost.

  • 6. Shipping Costs

  • Return shipping costs are the responsibility of the customer, except for damaged or defective items.

  • We recommend using a trackable shipping service for your return.

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