Help Center FAQS 🚀
How can I contact MY PUG & CO?
Contact us by email at guau@mypugandco.com
What size is my dog?
Every dog is different in size and shape, so make sure you measure your dog and check their size before choosing. Each product has a size chart.
For any questions about sizing, email us at guau@mypugandco.com or message us on Instagram @mypugandco
When will I receive my order?
For personalised products, delivery may take a little longer because the product has to be made.
Once handed over to the courier, your order will take 4-5 business days to mainland Spain and the Balearic Islands, 6-7 business days to the Canary Islands, and 3-5 business days to Ceuta and Melilla.
Your order may be delayed during Sales, Black Friday, Cyber Monday, national holidays or due to issues outside our control (problems with the courier).
For any questions about shipping, email us at guau@mypugandco.com
What are the shipping costs?
Shipping costs depend on the destination country:
Mainland Spain: €3.95 | FREE from €34.95
Balearic Islands: €3.90
Canary Islands: €9.95
Ceuta and Melilla: €4.50
Andorra: €4.95
Austria, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Netherlands, Norway, Poland, Portugal and Slovenia: €3.95 | FREE on orders over €69.95
Belgium: €13 | FREE from €65
United Kingdom: €11.95
Switzerland: €15.95
Sweden: €17.95
Rest of Europe: €21
Greece and Malta: €30
Turkey: €31.95
Australia: €19.95
Brazil: €21
USA: €21.95
Canada: €23
Chile and Africa: €25
Mexico: €29.95
Asia and rest of the world: €30
Argentina: €35
I haven't received my confirmation email. What should I do?
If you haven't received the confirmation email but saw the message with your confirmed order number on the website and the payment has been charged, don't worry: your order has been processed successfully. The email may not have arrived because the address contains a typo, it went to your spam folder, or there was a technical issue on our side. You will receive your order without any problem. If you'd still like more information, write to us at guau@mypugandco.com with your order number and shipping details, and attach proof of payment.
What payment methods are available?
You can pay by debit/credit card (Visa or Mastercard), American Express, Bizum and PayPal.
Are the payment methods on your website secure?
Our website uses SSL security certificates, so your data is completely safe. We don't store any of the data you provide: it is sent encrypted and fully securely to the payment platforms, which process the transaction with the bank.
How do I enter a discount code?
Enter the discount code at checkout in the box marked 'DISCOUNT CODE'. Then click 'Apply' and wait for the discount to be applied. Discounts do NOT apply during Sales, Black Friday and Cyber Monday.
I received a wrong, broken or defective product.
At MY PUG & CO we always check that the products we send match your order. If you receive a wrong product by mistake, write to us at guau@mypugandco.com with photos of the product and the delivery note, so we can sort it out as soon as possible. If a product is missing, check that it appears on the delivery note and write to us at guau@mypugandco.com with photos of the product and the delivery note. If the item you ordered is broken or defective, write to us at guau@mypugandco.com with photos of the product and the delivery note.
I still haven't received my order. What can I do?
Before contacting us, please make sure you've allowed enough time for your order to arrive. Deliveries within Spain take 4-5 business days and international deliveries can take between 5 and 15 days. During busy periods, our couriers may not be able to meet these times.
For international orders, once the parcel is scanned in the destination country, you can usually use the same tracking number on your local postal service's website.
If you think your delivery has been unreasonably delayed, contact us by email at guau@mypugandco.com