Details Covered, Support Ready — Let’s Connect

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Contact Support

If you experience any issues while using our products, please contact us at info@uppapets.com. 

Our customer support team will respond within 24-48 business hours.

 

For urgent assistance, you may also contact our customer hotline directly: 

Customer Hotline: +86 760 8850 6819

 

Before reaching out, we also encourage you to visit our FAQ section below, where you may find quick answers to common questions.

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 FAQs
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Shipping
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Warranty Claims
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Return
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Safety Tips

FAQs

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Shipping & Orders

Can I change my shipping address after placing an order?

Yes — as long as your order has not been shipped yet. Please email info@uppapets.com with your order number and updated shipping address.

What if my package is lost or damaged?

Please contact us within 7 days of the expected delivery date. Our team will assist you in filing a claim with the shipping carrier and arrange a replacement or refund where applicable.

How do I clean the stroller fabric?

Please wipe it with a damp cloth and mild soap. Do not use bleach or harsh cleaning agents. For stubborn stains, gently scrub with a soft brush. Allow the fabric to air dry completely. Do not tumble dry.

Can I use the stroller for multiple pets?

Yes, provided that the combined weight does not exceed the stroller’s maximum weight capacity. Please also ensure there is enough space for each pet to sit or lie comfortably and safely during use.

Warranty & Returns

Do I need to register my warranty?

No—your warranty is automatically activated when you place your order (keep your order confirmation for reference).

How long does a refund take to process?

Once we receive your return, refunds take 5-7 business days to show up in your original payment method.

Shipping

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Shipping Times
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Once your order is confirmed, our warehouse team will prioritize your shipment to ensure you and your pet can enjoy the new gear as soon as possible.

Order Tracking
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After your order ships, you’ll receive a tracking number via email.

Click Track Your Order at the top of the page, or use the carrier link in your shipping email.

If your tracking isn’t updating after 3 days, contact our support team.

Warranty Claims

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Our Warrant Policy

All Uppapets strollers come with a 1-year limited warranty (from the date of delivery) for manufacturing defects.

What’s Covered

Broken frames, faulty brakes, or defective wheels (due to material/ workmanship issues)

Malfunctioning parts that come with the stroller (e.g., folding mechanism)

What’s Not Covered

Normal wear and tear (e.g., scuffed wheels, faded fabric from sun exposure)

Damage from misuse, accidents, or improper cleaning

If your tracking isn’t updating after 3 days, contact our support team.

How to File a Claim

Send an email to info@uppapets.com with your order number and product model.

Include photos/videos of the defect (show the issue clearly).

Our team will review your claim within 7 business days and guide you next (repair/replacement).

Return

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Return Policy

You can return unused, unassembled Uppapets products within 7 days of delivery for a full refund (minus shipping costs).

Return Conditions

Products must be in their original packaging (no missing parts or damage).

Fabric tags and product labels must be intact.

Customized products (e.g., logo printing) are non-returnable.

How to Return

Email info@uppapets.com to request a return authorization (RA) number.

Pack the product securely in its original box, and include the RA number on the outside.

Ship the package back to the address provided by our team (customer pays return shipping).

Once we receive and inspect the product (7 business days), we’ll process your refund.

Safety Tips

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For Your Pet’s Safety
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Never leave your pet unattended in the stroller (even for a minute).

Always use the safety harness (included with all strollers) to keep your pet secure.

Don’t exceed the stroller’s weight limit (check your product manual for details).

Avoid placing heavy items on the stroller (may cause tipping).

For Safe Use
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Regularly check brakes, wheels, and frames for loose parts—tighten or replace as needed.

Don’t push the stroller down steep stairs (use ramps when possible).

Keep the stroller away from sharp objects or extreme heat/cold.

For Senior/Pet with Special Needs
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Add extra padding (available as an accessory) for pets with joint pain.

Avoid long trips in hot weather—use the sunroof and keep water handy.

Community Help

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Connect with other Uppapets users to share tips, ask questions, and show off your furry friend’s adventures!

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