We love to hear from our Grumble friends and are very happy to answer your questions, just drop us a line via link http://bit.ly/pugpartiescontact and we'll get back to you as quickly as possible.

Our FAQ's are sorted into the following main topics:

  • Products
  • SIZE MY PUGGIE button
  • Privacy
  • Payment Options
  • Grumble Showcase and Pug Parties Charity
  • Pug Super-models

Products

Where do your products come from and how do you choose them?

Currently we source our products from manufacturers in South-east Asia; our long-term goal that we are working towards at the moment is to add to our offering products that we have designed and manufactured as well. We believe that we can offer products that give our Grumble friends the opportunity to purchase something to enhance their current wardrobe or create an entire outfit for your next party or event.

When choosing products, we use a number of criteria to select the items we’ll purchase a sample of to take to the testing phase including sizing, fit, quality and affordability. Once we have shortlisted products that we believe will fit our Pug Super-models, we order samples and test them out on a number of Puggies.

Our testing routine includes assessing the physical product against our original selection criteria, as well as Puggie comfort when worn with a harness or when snoozing; things we know our Puggies love to do.

If our Puggies give us the nod of approval, i.e. they don’t try and tear the product off their body straight away, we offer it in our shop for our Grumble friends.

What happens if I purchased a present for my Puggie and it doesn’t fit/is defective, can I return it? Do I get a refund? Can I get another size?

Take a photo of the product/issue and please contact us on haylo@pugparties.com to let us know straight away. We want to get the issue/problem resolved out as soon as possible, once proof of purchase has been verified.

Our returns policy lasts 30 days, so if 30 days have gone by since your purchase, please contact us anyway and let us know what the issue/problem is; we’ll work with you to try and resolve it as quickly as possible.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, but we understand that sometimes that is not always possible and should not stop you from contacting us.

Depending on the issue/problem, we will arrange for the product to be returned to us for inspection. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund, including the cost of postage.

If you are approved, and you have requested a refund it will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you want a replacement product because you loved it and want your Puggie to have it, we will arrange for another to be delivered as quickly as possible. You will receive order updates as normal, so you’ll know when to expect it in your mailbox!

What happens to the returned product? We donate it to Pug Rescue organisations for Puggies looking for their fur-ever family. All of this information is available on our website at this link http://bit.ly/pugpartiesTOS, as well as via a link in the footer of every page.

What happens if what arrives does not meet my expectations?

Take a photo of the product/issue and please contact us on admin@pugparties.com.au to let us know straight away. We want to get the issue/problem resolved as soon as possible and we understand that problems can arise at times.

Once we have received your email, we will review the issue/problem and contact you to discuss resolution, which could include a refund or a replacement product or another option.

Do you offer free shipping?

Yes, we do; we offer free shipping to just about anywhere in the world, all year round on all products. It’s one of the few things we thought we could do to make your checkout experience even easier.

What does that mean when it comes to delivery times? Our manufacturers guarantee a delivery window of 25 days, with most deliveries being arriving at the 20-day mark.

We also keep an eye on your order to make sure that they are dispatched on time.

How long will it take to deliver my product?

The timeframe for order delivery is divided into two parts:

  • Processing time: Order verification, tailoring, quality check and packaging. All orders are sent to the manufacturer for dispatch within 24 hours of order placement. The manufacturer and courier order processing on receipt of order/s, takes an additional 2–4 days.
  • Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. International delivery usually takes about 12 - 20 business days, shipped by ePacket, which is a US Postal Service product. After processing and leaving the warehouse, items usually take between 7 and 14 days to arrive at their destination but can take longer from time to time pending customs clearance.

If our warehouse lets us know that your product is going to be delayed for any reason beyond the 25 day window, we will let you know immediately and give you the option to cancel your order if you do not wish to wait.

What if I’m not sure about my Puggies measurements?

Not to worry; if you have a squirmy Puggie who won’t sit or stand still long enough for you to get all three measurements then focus on the chest measurement. If you have the chest measurement, you can shop with confidence that a product will fit your Puggie.

If you’ve never measured your Puggie before, we’ve got you covered. Follow this link http://bit.ly/helpmemeasure and watch the video on how to measure your Puggie with our Pug Super-model Winston.

The page also describes what to do if you’d prefer to read the guidance first and then watch the video.

How do you test the clothes to make sure they’re Pug-fitting?

When choosing products, we have a number of criteria that we check the product against including sizing, fit, quality and affordability. Once we have shortlisted products that we believe will fit our Pug Super-models, we order product samples and test them out on a number of Puggies of different sizes.

Our testing routine includes assessing the physical product against our original selection criteria, as well as Puggie comfort when worn with a harness or when snoozing; things we know our Puggies love to do.

If our Puggies give us the nod of approval, i.e. they don’t try and tear the product off their body straight away, we offer it in our shop for our Grumble friends.

What if I’m looking for something specific and you don’t have it?

We are here to help, and we are more than happy to look for that pawfect Puggie outfit you have in mind. You may not be the only Pawrent looking for that outfit and the Grumble would appreciate your suggestions as much as we will.

Contact us via this link http://bit.ly/pugpartiescontact or our social media accounts, tell us what you’re looking for and what your Puggies measurements are and we’ll go hunting for it.

You never know what we might find, and we will try our hardest to help you out.  

SIZE MY PUGGIE Button

What is the SIZE MY PUGGIE button and why should I use it?

The SIZE MY PUGGIE button is a tool like none other seen on a dog clothing website; designed to make your shopping experience easier and more enjoyable by saving your Pugs measurements so that when you click on the button on the product page, the system will recommend the size to buy for that pawfect fit for your Puggie!

So, how do you use the button? simply:

  1. Click on the SIZE MY PUGGIE button on select clothing products
  2. Type in your Pugs measurements for Neck Chest, Back and Height and click on Continue after each measurement
  3. Click on the SIZE MY PUGGIE button and see the recommended size based on your Pug's measurements
  4. The click on 'Add to cart' knowing you've ordered the pawfect size for your Pug, or click on the 'x' in the top right hand corner of the pop-up window and continue browsing
  5. The best part about the tool is that it remembers your Pugs measurements and you can use it again and again and again

We have created a video to show you how to use the button, and if you don’t have your Pugs measurements, we also have a video guide to show you how to collect them as well.

We are the only dog clothing brand that has this enhancement to your shopping experience, and we provide it for free because we want to give your Pug the pawfect fit every time.

How do I use the SIZE MY PUGGIE button if I have more than one Pug?

We are looking at ways to enhance the SIZE MY PUGGIE button for more than one Pug households, but until we have perfected the capability, the following options are available for you to get the most out of the tool.

Option 1: if your Pugs are only 1 – 2 cm different in size then you’ll be fine to use the same measurements you into the tool for both Pugs. If you want to err on the side of caution, enter the slightly larger Pugs measurements in the tool.

Option 2: if your Pugs are greater than a few centimetres different in size, or you are buying for another Pug as well as yours (such as a fur-niece or nephew), you can adjust the measurements each time you click on the button. Our video shows you how to make changes.

There is no limit to the number of times you can change or adjust your measurements and the system will automatically save the updated measurements ready for the next product selection.  

Privacy

What do you do with my information?

When you purchase something from our store, as part of the buying and selling process, we collect the personal information you give us such as your name, address and email address.

When you browse our store, we also automatically receive your computer’s internet protocol (IP) address in order to provide us with information that helps us learn about your browser and operating system.

Email marketing: With your permission, we may send you emails about our store, new products and other updates.

How do you get my consent? When you provide us with personal information to complete a transaction, verify your credit card, place an order, arrange for a delivery or return a purchase, we imply that you consent to our collecting it and using it for that specific reason only.

If we ask for your personal information for a secondary reason, like marketing, we will either ask you directly for your expressed consent, or provide you with an opportunity to say no.

How do I withdraw my consent? If after you opt-in, you change your mind, you may withdraw your consent for us to contact you, for the continued collection, use or disclosure of your information, at any time, by contacting us at admin@pugparties.com.au.

Want to know more, please follow this link to our full policy http://bit.ly/pugpartiesTOS

Payment Options

How do your Gift Cards work?

Shopping for someone else but not sure what to give them is can be really stressful which is why we offer the gift of choice with a Pug Parties gift card.

Our gift cards are delivered by email and contain instructions on how to redeem them at checkout. But our Customer Service team are always available to help if you or your gift receiver has questions or concerns; get in contact with us via link http://bit.ly/pugpartiescontact and we’ll be in touch.

Our gift cards have no additional processing fees and it holds an updateable balance meaning you can spend it over a number of transactions as well as with partial payments

Can I change the currency of the website? And can I pay in my currency?

We happily offer our Grumble friends the ability to see our website pricing and pay in their preferred currency as follows:

  • Australian Dollar (AUD)
  • British Pound (GBP)
  • Canadian Dollar (CAD)
  • Danish Krone (DKK)
  • Euro (EUR)
  • Hong Kong Dollar (HKD)
  • Japanese Yen (JPY)
  • New Zealand Dollar (NZD)
  • Singapore Dollar (SGD)
  • US Dollar (USD)

All you need to do is scroll down to the footer on any of our website pages and click on the currency link available and the website will reload in your preferred currency.

What payment options do I have with Pug Parties?

We offer multiple payment options to try and suit our Grumble needs, including digital payment, credit card, debit card, bank transfer, pay later and pay with a gift card method:

  • Apple Pay
  • Google Pay
  • Visa
  • Mastercard
  • American Express
  • PayPal Express Checkout
  • POLi Internet Banking
  • Afterpay
  • Pug Parties Gift Card

All these options are available on our website and can be selected on checkout.

If there is a payment method that we don’t offer but you would prefer to use, please get in contact with us via link http://bit.ly/pugpartiescontact and we’ll look into it.  

Grumble Showcase and Pug Parties Charity

I saw the Grumble Member Showcase and loved it; can my Puggie and I do that?

We’d love to have you and your Puggie in our Showcase no matter your age, size or crossbreed; we love you all and would love to get to know you better!

All you need to do is contact with us via link http://bit.ly/pugpartiescontact and let us know you’d like to be part of our monthly Grumble Member Showcase and we’ll be in touch to walk you through the process.

I saw that you donate to Pug Rescue Organisations, what do you donate?

We’re passionate about helping Puggies find a fur-ever home which is why we donate whenever we can. We believe it’s something small that we can do to brighten up their day in some way.

Pug Parties donates 10% of profit every month to Pug Rescue and Adoption, as well as gift product samples and returned products that are undamaged so another Puggie can feel as special as our Grumble friends do.

We love seeing happy Puggies and there is nothing better than seeing a Puggie on the day they head off to their fur-ever home with a big smile on their little wrinkled faces and a tail wagging a mile a minute in anticipation.

If you were not aware, Pug Rescue groups do a lot of work with no Government funding and every dollar donated goes to Puggie rehabilitation. So, if you’d like to donate (tax-deducible) and help a Puggie get healthy and find their fur-ever home, please click on the link http://bit.ly/PugResuce to be taken to their website.  

Pug Super-models

How do you run your photo shoots?

We’ve heard anecdotes about how some Pawrents drug/sedate their Puggies to achieve the ‘perfect’ shot for their social media campaigns and we can understand why concerned Grumble members ask us if we follow the same practice.

We can categorically promise that not only are we horrified if that is what really happens, but also that we do not drug/sedate, nor force, our Pug Super-models to do anything they or their Pawrents do not want them to do.

Our photoshoots are planned to a certain degree, we use two photographers and a little bribery, in the form of their favourite treats, to entice our Pug Super-models to look at us when we’re shooting, but their Pawrents are present at all times. The second we think that a Puggie is not interested, or stressed, we undress them, give them lots of cuddles and let them play with all of their friends.

We believe that our photos should look natural and Puggies not looking at the camera is a natural reaction for them when there is a lot going on around them.

We have called off shoots early because we think that it’s not safe to proceed and we have never pressured out Pawrents to attend a photo shoot; they have the final say and we respect that at all times!

Can I meet the Pug Super-models in person?

Not normally, it’s a tough life being a super-model and they need their beauty sleep.

But when we have a photo shoot that is at a public venue, we do let you know via our social media accounts when it is happening, and you can visit to see the chaos and possibly meet our Puggies.

Everything we do with our Pug Super-models is tempered by what is best for them and their safety.