There are many factors that can cause a payment to decline. To help ensure this doesn’t happen when you retry, please try the following:

- Check the card details are correct; including the expiry, security code and billing address.

- If you are using a form of payment such as Apple Pay or Google Pay, ensure your details are up to date.

- Instead of selecting the billing address ‘same as shipping address’, please untick this option and try typing out the address.

- Your bank has likely declined the payment. You may wish to call them to find out why.

Please note: You will NOT be charged unless you receive an order number. There may be times when your bank withholds the amount of your declined payment. If you see any pending transactions on your bank statement, please contact your bank to confirm when these funds will be released.

Stock Discrepancy

You will receive an email if your order has been cancelled due to a stock discrepancy. Please be sure to check your Inbox, Junk and Spam folders so we can find a fast resolution for you.

Fraudulent

An order may be marked as fraudulent if you have entered the wrong shipping and payment details. To help ensure this doesn’t happen when you retry, check that the card details are correct; including the expiry, security code and billing address.

If you have not received an email, please send us an email to contact@sgtpuppa.com

First, choose the items that you desire and head to the checkout when you’re ready.

On Mobile devices:

Before submitting any details at the checkout, tap ‘Show order summary’.
Underneath your pictured items, enter the code in the box that says ‘Gift card or discount code’.
You may need to press ‘Go’ or ‘Enter’ on your mobile keypad.
Once applied, you will see the discount code confirmed and your total will be recalculated.

On a desktop computer:

Before submitting any details at the checkout, look to the right hand side of your screen.
Underneath your order summary, you will see a box that says ‘Gift card or discount code’.
Enter your unique code and click ‘APPLY’.
You will then see the discount code confirmed and your total will be recalculated.

Shipping cost will depend on your location and your chosen shipping method.
The shipping costs will be automatically calculated at checkout

Unfortunately, due to the fast turn-around of our dispatch and deliveries, we are unable to combine orders placed separately.

We will ensure to prepare and send your order as soon as possible. Delivery time frames will depend on your location, as well as the date and time of your order.

Once your order has shipped, you will receive an email notification with a tracking number. Be sure to keep an eye on your tracking number.

Please note:

When an item is travelling overseas or across state borders, it may take a few days to update on your tracking.
If your expected delivery date has passed, please allow 1-3 business days for tracking updates to occur.

If your order is more than 3 days overdue, please contact the parcel carrier or our Sgt Team will be happy to investigate for you. Simply send us an email to contact@sgtpuppa.com

To ensure a speedy delivery service, we may have sent your items in separate packages. Not to worry, your other items shouldn’t be far behind! To check the tracking of items you’re waiting on, please look for email notifications in your inbox.

If you are unable to find another tracking number, feel free to contact us and we will be happy to assist.

We do our best to ensure your pawsome goodies are packed and prepared carefully however we understand that damage may occur in transit, or otherwise. If you have an item which appears to be broken or faulty, we would love to help make things right.

Please reach out to our Puppa's Team and be sure to include photos of the item(s). This will help us determine the probable cause and work on a speedy solution for you. Contact us by email at contact@sgtpuppa.com

We’re sorry to hear that you’ve received an incorrect item!

To help fix this, please reach out to our Puppa's Team and be sure to include photos of the incorrect item(s). This will help us identify the mix up and find a fast resolution for you. Contact us at contact@sgtpuppa.com

Unfortunalely, Sgt Puppa cannot change address, cancel or edit orders once they have been placed. Please follow our return process if your order is incorrect. Our returns information can be found here.