I Have A Question

What forms of payment do you accept?

We gladly accept most major credit cards such as Visa, MasterCard, American Express, and Discover or direct payments, all through PayPal

Do I need a PayPal account to purchase from this store?

No, you are not required to have a PayPal account to purchase from this store. However, if you already have an account with PayPal, you may use that.

How secure is my personal information?

The Passionate Pug uses industry standard privacy protection; we don't sell, lease or otherwise distribute any personal customer information. What's more, all sensitive personal information is kept securely offline at our privately run data center.

Do you ship Worldwide?

Yes we can ship to almost any country in the world. Your order will take a little while longer than most US based orders approximately 5-15 days, sometime slightly longer pending any potential delays with customs clearance. 

How long does it take to receive my Passionate Pug Products?

We send T-shirt and Phone Case orders every day. Our supplier prints your item within 3-5 business days. Expect to receive your confirmation email within 24 hours of placing an order. Tracking info will also be provided once the product has been shipped. It will take approximately 5-7 business days to arrive at the shipping address specified for most US orders. For international orders it can take 5-15 days with potential delays with customs clearance.

For most other items we ship them out of our warehouse within 72 hours. Expect 5-7 business days for your order to arrive at the shipping address for most US orders. For international orders it can take 5-15 days with potential delays with customs clearance.. We ship domestic orders via USPS and international orders via available provider. 

*Please note International shipments may experience additional charges in import / duties. If you would like to know prior to ordering please contact your local customs office for import pricing.

What is your return/exchange policy?

It is our goal to create the most enjoyable customer experience.

The industry standard for customized products dictates a no return and a no refund policy. Each order is custom and unique and therefore we do not accept returns unless there is a defect with the order. In the rare event that an order is shipped with a defect, we will offer a replacement if the defect is reported within 30 days. If there is a defect and the customer does want want a replacement a refund will be provided. We do not accept returns or replacements in the case where the customers needs a smaller or larger size.

Please make sure to choose the appropriate sizes when selecting merchandise.A sizing chart is located on apparel product pages.

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product is received.We will be happy to replace your product with the same or similar item (based on items availability) for misprinted/damaged/defective items. For packages lost in transit, all claims must be submitted no more than 30 days after the estimated delivery date. 

We will credit your account within 10 business days for any refunds. You will receive a confirmation email once this is completed. Original shipping charges are not included in the refunded price. Based on your financial institution, it can take up to 2 to 10 business days to reflect on your account statement once your refund is processed.

You can contact us at support@thepassionatepug.com for any inquiries.

My order has been sent, why don't I see the tracking info?

Your order has been sent, but sometimes it takes up to 48 hours for tracking info to show up in the USPS tracking system or our own tracking system. If you have any confusion about your order or tracking of your order please do not hesitate to contact us support@thepassionatepug.com 

What quality can I expect from my printed items (T-shirts , Mugs , iPhone Cases etc...)?

We only use the best materials for each of our printed goods. Made from trusted brands such as District Apparel, guaranteeing the highest quality in terms of durability and washability. 

You won't be wearing a thick heavy vinyl-coated t-shirt that will have you panting like a dog on a hot summer day or have a super flimsy iPhone case that will crack at the first drop. All of our goods have been tested for the best printing results.

Why are some items are free and on the checkout I still have to pay?

We offer "FREE" of charge on selected products. These products must be cleared from our warehouse. Most of them are in limited quantities. You will have to pay for shipping (can vary from 3.95$ to 6.95$ depending on the item weight and size) and for the handling part (can vary from 2.00$ to 4.00$). Since these are clearance items, they take some space in our warehouse and we pay people to handle them, same for shipping. 

Please contact us if your order hasn’t arrived within the estimated delivery time. Keep in mind that delivery times on international orders may take slightly longer.