Politique d’expédition

At Pupr, we do everything we can to get your order delivered to you as quickly and reliably as possible. Because we work with external suppliers, fulfilment partners and carriers, the exact shipping route can differ from order to order.

Below you'll find all the key information about the processing, shipping and tracking of your order.

Shipping information

Processing time: 1–2 business days Estimated shipping time: 4–8 business days Estimated total delivery time: 5–10 business days

Business days are Monday to Friday, excluding public holidays.

The delivery times stated are estimates and not guaranteed delivery periods. The actual delivery time may depend on factors including the destination, the carrier, customs procedures, busy periods and other circumstances outside Pupr's direct control.

Processing your order

Once your order has been placed and payment has been received successfully, it will be processed as quickly as possible.

Our normal processing time is 1–2 business days.

During busy periods, promotions, public holidays or unexpectedly high order volumes, processing may take longer. If this significantly affects the expected delivery time, we will make reasonable efforts to inform you.

Shipping and delivery

After processing, your order is handed over to the relevant carrier or fulfilment partner.

Our estimated shipping time is usually 4–8 business days.

Depending on the product and available stock, an order may be shipped from different warehouses or locations. As a result, it may happen that:

  • your parcel is shipped from another country;
  • the name of an external shipping partner appears on the parcel;
  • different items from one order are shipped separately;
  • items from the same order are delivered at different times;
  • tracking information is not immediately available after the parcel has been shipped.

This has no effect on your agreement with Pupr. PROLIFIC, trading under the name Pupr, remains responsible for the order and for the obligations that apply towards you as a consumer.

Delays

Although we do everything we can to deliver orders within the estimated period, delays can occur.

Delays may arise, for example, due to:

  • heavy volumes at carriers;
  • public holidays or peak periods;
  • delays in international transport;
  • customs checks or other border procedures;
  • weather conditions;
  • strikes or other disruptions;
  • incorrect or incomplete address details;
  • circumstances at external suppliers or fulfilment partners;
  • other circumstances beyond Pupr's reasonable control.

A delay does not automatically mean that an order has been lost.

If your order is taking longer than usual, you can contact us at info@pupr.nl. We will check the status of your order and help you further where possible.

Your statutory rights as a consumer always remain applicable.

Where is my parcel?

As soon as your order has been shipped, you will receive an email with your tracking information, if tracking is available.

You can follow the progress of your order via the tracking link in this email.

Please note that tracking information is not always updated immediately. With international shipments, it can take several business days before a carrier performs a first scan or new location data becomes available.

My tracking number isn't working

It is normal for a tracking number not to show up-to-date information straight away.

It can take up to 5 business days after shipping before the first tracking information becomes visible.

So first check that your tracking number is correct and give the carrier enough time to process the first scan.

If your tracking information is still missing after this period, is not being updated or appears clearly incorrect, please contact us at info@pupr.nl.

Include your order number so we can help you more quickly.

Incorrect or incomplete delivery address

The customer is responsible for providing a correct and complete delivery address when placing the order.

So always check carefully:

  • your full name;
  • street name and house number;
  • postcode;
  • city;
  • country;
  • any additional address information.

Have you spotted a mistake in your address after placing your order? Please contact us as soon as possible at info@pupr.nl.

If the order has not yet been shipped, we will try to amend the address. However, we cannot guarantee that a change is still possible once the order has been processed or shipped.

If an order is returned because of an incorrect or incomplete address, additional shipping may be required before the order can be sent again.

This does not affect the customer's statutory consumer rights.

Not at home for delivery

If you are not at home at the time of delivery, the carrier may deliver the parcel to a neighbour, a pickup point or another location designated by the carrier, or make another delivery attempt.

In that case, follow the carrier's instructions via the tracking information.

Parcel marked as delivered but not received

If the tracking information indicates that your parcel has been delivered but you have not received it, please first check:

  • whether the parcel was left with neighbours;
  • whether the parcel was left in a safe place;
  • whether the parcel is waiting at a pickup point;
  • whether someone else at the delivery address accepted the parcel.

Still can't find the parcel? Please contact us as soon as possible at info@pupr.nl with your order number.

We will check the available shipping information and, if necessary, contact the relevant carrier or fulfilment partner.

Lost or damaged parcels

If a parcel appears to have been lost in transit or has arrived damaged, we ask you to contact us as soon as possible at info@pupr.nl.

Please include photos of the damaged packaging and the product if possible.

We will assess the situation and, where necessary, open an investigation with the carrier or fulfilment partner.

To the extent required by law, Pupr remains responsible for its obligations towards the consumer in relation to the order.

Customs, import duties and taxes

Customs procedures may apply to international shipments.

Depending on the country of destination, additional costs may arise, such as import duties, taxes, clearance costs or other administrative charges.

Where such costs are legally borne by the consumer, the consumer is responsible for paying them.

Customs procedures may also affect the final delivery time. Pupr has no control over how quickly local customs authorities process a shipment.

Any provisions regarding customs, import duties and taxes are always subject to applicable consumer legislation.

Multiple items in one order

If you have ordered several products in one order, they may be shipped separately.

This can happen when products are processed from different fulfilment locations or suppliers.

You may therefore receive multiple tracking numbers and separate deliveries. No extra shipping costs are automatically charged for this when you placed a single combined order at checkout.