Frequently Asked Questions
Find clear answers about shipping, orders, the 30-day money-back guarantee, supplements, handmade treats, the Snuffle Mat, subscriptions, and PuzzlePup's giving-back work.
Shipping and orders
When will my order arrive?
In-stock supplement-only orders placed before 2 p.m. Central, Monday–Friday, leave the same business day. Orders after the cutoff, on weekends or on holidays leave the next business day. Allow 3–5 business days for Snuffle Mats, handmade treats and mixed orders to be prepared.
Most orders arrive 3–7 business days after dispatch. Preparation and carrier travel are separate. Check your delivery estimate before payment and read our shipping details.
What does shipping cost?
Standard U.S. shipping is free on orders of $34.98 or more before tax, and $5.99 below that amount unless a product-specific free-shipping offer applies. The premium Snuffle Mat and current subscription deliveries ship free. Eligible free shipping applies automatically; check the final charge in checkout.
Where can I find my order number?
Look in your order confirmation email. Include it when you contact us so we can find your order quickly.
Returns and guarantee
How does the 30-day money-back guarantee work?
The 30-day satisfaction guarantee covers PuzzlePup Snuffle Mats and supplements bought directly from PuzzlePup. Used Mats and opened supplement jars are eligible when used as directed. If the product is not a fit, contact us within 30 days of delivery with your order number. Do not mail it back before we provide instructions.
The guarantee is limited to one claim per customer or household. Handmade treats are final sale. Read the full guarantee and return terms.
What is the standard return policy?
Eligible unused and unopened products may be returned within 30 days of delivery in their original condition and packaging. Approved standard returns have free return shipping and no restocking fee. Contact us before mailing a return. Handmade treats are final sale; see the return terms.
Handmade treats
Can I return handmade treats?
Treat sales are final because the treats are perishable. If your order arrives damaged or incorrect, contact refund@puzzlepupco.com within 5 days of delivery. Include your order number and a photo of the issue.
Supplements
How do I choose the right supplement?
Start with your dog's biggest everyday concern or take the eight-question supplement quiz for a simple match and explanation.
How much should my dog get?
Follow the daily amount on the jar for your dog’s weight. Ask your veterinarian before use if your dog has a medical condition, takes medication, is pregnant or nursing, or has a known sensitivity.
Snuffle Mat
Can I use the Snuffle Mat with wet food?
Yes. Use a little wet food, or choose your dog’s usual kibble or small treats. After every wet-food use, clear leftovers, machine wash cold on a gentle cycle, and air dry flat until the folds and backing are fully dry. Supervise the entire search, inspect the fabric before each use, and put the Mat away afterward. It is not a chew toy.
What kind of dogs can use it?
Dogs of many sizes can enjoy sniffing, searching, and finding. Introduce it gently and supervise every session.
Subscriptions
How do I manage a subscription?
Use the secure subscription link in your order email or visit Manage subscriptions. Contact us if you cannot find your link.
Can I change or cancel?
Use your subscription portal to view the options available for your next order.
Giving back
How does PuzzlePup give back?
Every purchase helps PuzzlePup give back to Helping Paws Service Dogs. Visit Helping Paws.