Frequently Asked Questions
We've included some frequently asked questions below. If you can't find your question, reach out to us via the channels at the end of the page.
Products & Assembly
What materials are PUPUPULA products made of?
We use FSC-certified wood and SQI-certified, environmentally friendly, non-toxic, water-based paints. For specific material information, please refer to the respective product manuals and listings.
What safety testing does PUPUPULA follow?
SGS and CTI test our furniture and approve its strength, stability, and ability to withstand impact. We follow Chinese National Standards for Furniture that set limits on harmful substances and migratory elements. For more details on product safety, please refer to the respective product manuals.
How do I care for PUPUPULA products?
PUPUPULA goods are made to last. Follow the care instructions in the product manuals and listings to maintain their quality and appearance.
How do I assemble my PUPUPULA furniture?
Our products come with simple and clear instructions, making them easy to assemble. You can find a digital copy on our Product Manuals page.
Do you offer assembly services?
No, we don't offer in-house assembly services. However, our products are designed to be easily assembled. You can find the instructions on our Product Manuals page. If you need help with assembly, we can connect you with reliable local professionals.
Orders & Payments
Are beds, tables, and large furniture available for order?
Most of our beds, tables, and large furniture are in stock. Due to special handling requirements for international shipping, you can't add these items directly to your cart.
Please chat with us to draft your order.
What types of payment do you accept?
We accept payments via PayPal, Visa, Mastercard, AMEX, and other payment gateways supported by Shopify Payments.
When will I be charged for my order?
Your credit or debit card will be charged immediately after you place your order.
Do you offer financing options?
We currently don't offer an instalment payment plan (IPP).
Can I modify or cancel my order?
We have a very short window for order updates. Amendments and cancellations are only possible if your order hasn't been dispatched. We can't accept amendments or cancellations after orders have been sent out.
Please chat with us if you need to modify or cancel your order.
Read about PayPal
To pay using PayPal, you will need a PayPal account.
If you want to pay for your order via PayPal, you will be forwarded to PayPal and asked to log in to your account or register. Select the desired payment method (PayPal balance, debit, or credit card) and confirm the payment. We will receive a confirmation from PayPal after payment has been made, and ship your order as soon as possible.
You can also use PayPal's Guest Checkout if you do not have a PayPal account and want to process credit card payments through PayPal.
Shipping & Delivery
Where does PUPUPULA ship to?
We ship worldwide. We've successfully fulfilled orders to countries including Singapore, Malaysia, Japan, Australia, the US, Canada, and the UK, along with other countries in Asia Pacific and Europe.
How much is the delivery cost?
The products in your order and the country of delivery determine the delivery costs.
Please visit our Shipping & Returns page for detailed information on shipping costs.
How do I get a shipping quote for large furniture?
Contact us through chat and include your postal code, country of delivery, and the particular product variant or variants you're interested in. We'll provide a thorough cost breakdown and an estimated delivery time.
How will my order be delivered?
Our reliable logistics partners handle and deliver your orders according to order requirements. For more information on delivery processes for various products, please visit our Shipping & Returns page.
When will my order be delivered?
Orders are usually processed in 2 business days. Delivery times vary by product and location. Estimated delivery times are available on our Shipping & Returns page.
How do I track my order?
After our logistics team has arranged shipping, tracking information will be provided. Your tracking number will be sent to you via email.
Do I need to pay international duties and fees?
Yes, applicable customs duties and fees levied by your destination country may apply. You can find more details on our Shipping & Returns page.
What if I refuse to pay customs and duties fees when the parcel arrives?
Please be informed that we won't be responsible for any postal fees, return shipment costs, customs fees, or handling fees if you decide to refuse a package because of import duties or taxes, or if our shipping partners can't deliver the package because you can't be reached.
Read more on our Shipping & Returns page.
Returns, Warranty & Support
Does PUPUPULA accept returns or exchanges?
Yes, we accept returns for non-promotional items. If your item is unused and in its original condition, you can request a return. For our full return policy and instructions, please refer to our Shipping & Returns page.
How do I return an item?
Before attempting a return, kindly email us at support@pupupula.com. Unsolicited returns won't be accepted. Detailed instructions can be found on our Shipping & Returns page.
What do I do if an item from my delivery is missing or defective?
If an item from your delivery is missing or appears damaged upon arrival due to transit, please contact us for assistance within 3 days of receiving the order. Refer to the 'Reporting Damaged Items' section on our Shipping & Returns page.
If your product has a manufacturing defect, it may be covered by our warranty. Please visit our Quality & Warranty page for full details and how to make a claim.
Do PUPUPULA’s products come with a warranty?
Yes, PUPUPULA products come with a 1-year limited warranty. For complete details on the coverage and exclusions, please visit our Quality & Warranty page.
How do I know if my product is still within its warranty?
If you purchased your item directly from our online store, your product is covered by our warranty from the date of purchase. More information is available on our Quality & Warranty page.
Still Have Questions?
If you can't find the answer you're looking for, our team is here to help! Reach out through your preferred channel:
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Chat with us
Click the question mark icon at the bottom left to chat.
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WhatsApp us
Connect with us directly at +65 8945 0930.
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Email us
Send your questions to support@pupupula.com.
Send a message using our contact form
