FAQS
Frequently Asked Questions
Can I change or cancel my order?
We understand that plans can change. Orders can usually be modified or cancelled shortly after they are placed.
Once an order has entered the processing or shipping stage, we may no longer be able to make changes or cancel it. If you need to update your order, please contact our support team as soon as possible.
Can I track my order?
Yes. Once your order has been shipped, you will receive a shipping confirmation email with your tracking number and tracking link.
Please allow 1–2 business days for tracking information to become active. Tracking updates may vary depending on the carrier and shipping route.
How long does shipping take?
Orders are typically processed within 1–3 business days after payment confirmation.
Delivery usually takes 7–14 business days, depending on your destination and local shipping conditions.
Please note that delivery times may occasionally be affected by customs, weather, carrier delays, or other circumstances outside our control.
Where do you ship from?
Cher Pup works with trusted fulfillment and shipping partners to deliver our products to pet lovers worldwide.
Orders are shipped based on product availability and your delivery destination.
How do I choose the right size for my pet?
Each Cher Pup product includes detailed sizing information on the product page.
We recommend measuring your pet’s neck size and comparing it with our size guide before placing your order.
For the best fit, please consider your pet’s breed, size, and comfort preferences. If you are unsure about sizing, our support team will be happy to help.
Are Cher Pup products suitable for both dogs and cats?
Yes. Cher Pup accessories are designed for both dogs and cats, helping pets of different sizes and personalities look stylish and feel comfortable.
Every pet is unique, so we recommend choosing the right size based on your pet’s measurements rather than breed alone.
Please supervise your pet when introducing any new accessory for the first time.
How should I care for my Cher Pup product?
Care instructions may vary depending on the material and design of each product.
For fabric and handmade accessories, we recommend gentle cleaning and careful handling to maintain the product’s appearance and quality.
Please refer to the care instructions provided on each product page.
What if my order arrives damaged or I receive the wrong item?
If your order arrives damaged, defective, or you receive an incorrect item, please contact our support team within 7 days of delivery.
Please include your order number and photos of the item so we can quickly review the issue and provide assistance.
Do you offer returns or exchanges?
We want every pet and pet parent to love their Cher Pup purchase.
Please refer to our Return & Refund Policy for detailed information about eligible returns, exchanges, and refund requests.
How can I contact Cher Pup?
You can reach our customer support team at:
We typically respond within 24–48 business hours.
When contacting us about an order, please include your order number so we can assist you more efficiently.
