Quick answers about orders, shipping, downloads, refunds and payments. Can’t find yours? Email us and a real person will reply.
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Orders, shipping and delivery
How much does shipping cost?
Shipping is free on every physical item sent to a US address. Digital products are downloads, so there is nothing to ship.
How long will my order take to arrive?
Physical orders usually arrive in 1 to 2 weeks. Digital products arrive right after checkout as download links.
Where do you ship?
Physical items ship to US addresses only. Digital products can be bought and downloaded from anywhere.
How do I check on my order?
Email support@lovemypuppy.store with your order number, and we’ll check it for you. A real person reads every email.
My order hasn't arrived. What should I do?
If 2 weeks have passed, email us with your order number and we’ll sort it out.
It says delivered, but I can't find it.
Check your porch, mailroom and neighbors first, since parcels sometimes land next door. Still missing? Email us with your order number and we’ll sort it out.
Why did my order arrive in more than one package?
Sets and Duo Packs can ship as separate items. If something still hasn’t arrived after 2 weeks, email us with your order number.
Can I change my shipping address or my order?
Email us right away with your order number and the change you need. The sooner we hear, the more we can do.
Can I cancel my order?
Email us with your order number as soon as you can. Every order is also covered by our 45-day money-back guarantee.
Will I pay extra fees at checkout?
Checkout shows the full total, including any tax, before you pay. Shipping on physical items is free in the US.
Digital downloads and printing
When do I get my download?
Right after checkout. Your download links appear when you finish paying and in your order confirmation email.
I can't find my download email.
Check your spam and promotions folders first. Still nothing? Email support@lovemypuppy.store with your order number or purchase email.
I typed the wrong email at checkout.
Email support@lovemypuppy.store from any address with your name and order number. We’ll find your order and get your files to the right inbox.
Do my download links expire?
No. Your links don’t expire, and there is no download limit, so keep the email somewhere safe.
Will anything be mailed to me for a digital product?
No. Digital products are files you download and print at home. Nothing is shipped.
What paper size are the printables?
They’re made for US Letter paper. On A4 paper, choose “Fit to page” in your print settings.
I don't have a printer. Can I still use it?
The First 14 Days Kit has fillable boxes, so you can type into it on a laptop. For other products, check the product page before you buy.
Can I print the pages more than once?
Yes. Reprint pages for your own household as often as you like, at no extra cost.
My product came as a ZIP file. How do I open it?
Open ZIP products on a computer, not a phone. Extract the ZIP, then open the START HERE file inside.
What is the Food Trial Command Center app?
It comes free with The 8-Week Dog Food Trial Kit and runs on your LoveMyPuppy account. You can download your log any time.
Refunds, returns and the 45-day guarantee
What is your guarantee?
Every product has a 45-day money-back guarantee. If it doesn’t help your house, you get a full refund.
When does the 45 days start?
For digital products, it starts on the day you buy. For physical products, it starts on the day your order is delivered.
How do I ask for a refund?
Email support@lovemypuppy.store with your order number or purchase email. There are no forms and no hoops.
Do I have to send the item back?
No. Physical products are covered with no need to send them back. Digital products are files, so there is nothing to return.
Do I have to give a reason?
No. You’re welcome to tell us what didn’t work, but you don’t need to explain to get your refund.
How long does a refund take?
Refunds go back to your original payment method. Most banks show a card refund within 5 to 10 business days.
My item arrived damaged or wrong. What now?
Email us with your order number and tell us what happened. It’s covered by the 45-day guarantee, with no need to send it back.
Can I exchange an item for a different one?
The guarantee works as a refund. Order the item you want as usual, then email us about the first one.
What happens to app access if I get a refund?
Food Trial Command Center access ends with a refund or an open payment dispute. You keep the printables and can download your log for 30 days.
Payments and security
What payment methods do you accept?
You can pay by card, and by Apple Pay or Google Pay where your device supports it.
Is your checkout secure?
Yes. Card payments are processed by Stripe, so your full card number goes to Stripe and never to us.
What currency are your prices in?
All prices are in US dollars. If you pay in another currency, your bank converts it.
Why was my card declined?
Check that your card number and billing ZIP code match your bank’s records. If it still fails, try another card or Apple Pay, or call your bank.
I was charged twice or charged the wrong amount.
Email us with your order number and a short note. We’ll check the order and fix any mistake.
Do you sell subscriptions?
No. Everything is a one-time purchase, and we don’t sell memberships or coaching.
Do discount codes work at checkout?
If you have a code, enter it where checkout shows a coupon field. Checkout always shows any discount and your final total before you pay.
Your account, emails and privacy
Do I need an account to order?
No. You can check out as a guest. The Food Trial Command Center app is the one thing that uses a LoveMyPuppy account.
I forgot my password.
Go to My Account and choose “Lost your password?” We’ll email you a reset link.
How do I stop your emails?
Every email we send has an unsubscribe link at the bottom. One click and you’re off the list.
What do you do with my information?
We use it to deliver your order and run the store, and we never sell it. Our Privacy Policy has the details.
Can you delete my information?
Yes. Email support@lovemypuppy.store and ask us to show, correct or delete what we hold about you.
Products and puppy questions
Where are the instructions for my product?
Each product has a short how-to guide. Here are all nine.
- Washer Cleaner Tablets guide
- Pet Hair Remover Glove guide
- Puppy Bath Brush guide
- Reusable Pet Hair Roller guide
- How to get dog hair out of carpet (Carpet Rake guide)
- How to use a dematting comb (Dematting Comb guide)
- First Ride Home Car Kit guide
- Odor Eliminator setup guide
- How to fit a puppy collar (Reflective Collar guide)
Can you give advice about my puppy's health?
We can’t give veterinary advice, so please call your vet. For a possible poisoning, call ASPCA Animal Poison Control at 888-426-4435 or Pet Poison Helpline at 855-764-7661.
Will your plans potty-train my puppy by a certain day?
No, and we won’t promise that. Our plans help everyone in the house follow the same routine, which is what makes progress steadier.
Where does your advice come from?
Our plans and free tools build on published guidance from the American Kennel Club, the ASPCA and Preventive Vet. Our tools cite their sources.
Will you ask me for a review?
After your order is delivered, we may email you a short review request. Honest reviews help other new puppy owners decide.
Do you use affiliate links?
Some links, including links to Amazon, are affiliate links. As an Amazon Associate we earn from qualifying purchases.
About us and contact
How do I contact you?
Open a ticket on our Get Help page, or email support@lovemypuppy.store. Include your order number if you have one. A real person reads every message.
Do you have a phone number?
We help by email, so we can look up your order and reply in writing. Email is the fastest way to reach us.
Who runs LoveMyPuppy?
LoveMyPuppy is operated by Leads and Traffic, LLC, 30 N Gould St, STE 66913, Sheridan, WY 82801. Read more about us.
Still need help?
Open a support ticket and a real person will reply by email. Include your order number if you have one.
Click Here To Open a TicketPrefer email? Write to support@lovemypuppy.store.
See also our Refund Policy, Terms and Conditions and Privacy Policy.