Frequently Asked questions

How can I contact Goliath Pup Gear?

You can email us at where our customer service team will be happy to help you with whatever you need!

Do you ship worldwide?

Yes, our website ships worldwide. We are dedicated to providing our products and services to customers around the globe. Regardless of your location, you can enjoy the convenience of shopping on our website and having your order shipped directly to your doorstep. We understand the importance of accessibility and strive to reach customers worldwide, ensuring that everyone has the opportunity to benefit from our products. Rest assured that no matter where you are, we are committed to delivering a seamless and reliable shipping experience.

Where do you ship from?

We ship our products from our distribution center located in Hong Kong. With our base of operations in Hong Kong, we are able to efficiently process and ship orders to various destinations worldwide. Our strategic location allows us to streamline the shipping process, ensuring that your orders are dispatched in a timely manner. By shipping directly from Hong Kong, we aim to provide our customers with a seamless and reliable shipping experience. Rest assured that our dedicated team works diligently to ensure your orders are packaged securely and delivered to your doorstep efficiently, no matter where you are located.

Can I change or cancel my order?

We understand that sometimes changes or cancellations may be necessary for various reasons. To ensure the best possible customer service, we have a specific policy in place regarding order changes and cancellations.

If you wish to change or cancel your order, we kindly ask that you submit your request within 12 hours of placing your order. This allows us to promptly process your request before the order is prepared for shipment. Requests received after this time frame may not be accommodated.

Please note that once an order has been shipped, we are unable to make any changes or cancellations. However, we offer a hassle-free return policy. If you receive your order and decide to return it, you can do so for a full refund. Simply follow the instructions provided in our return policy to initiate the return process.

We strive to provide exceptional customer service and accommodate your needs to the best of our abilities. Should you have any further questions or require assistance, please don't hesitate to reach out to our customer support team.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) and debit cards 

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.

How long will it take to receive my order?

we strive to provide accurate estimations for your convenience.

Typically, our orders take between 2 to 4 weeks to arrive at their destination. However, please note that delivery times can vary depending on factors such as the shipping method, customs clearance processes, and the destination country's postal service efficiency.

Upon placing your order, you will receive a confirmation email containing the details of your purchase, including a tracking number if applicable. This tracking number will allow you to monitor the progress of your shipment and get real-time updates on its whereabouts.

We continuously work with our shipping partners to ensure efficient processing and prompt delivery of your order. However, please understand that there may be occasional delays that are beyond our control.

Rest assured, we are committed to keeping you informed and providing exceptional customer service throughout the shipping process. If you have any specific concerns or questions about the status of your order, our dedicated customer support team is always available to assist you.

We appreciate your patience and understanding regarding the estimated delivery time. We are confident that you will receive your order in a timely manner and hope that you will be delighted with your purchase.

What if I don't receive my order?

We understand that receiving your order in a timely manner is crucial, and we aim to provide a reliable and efficient shipping experience. However, we also acknowledge that unforeseen circumstances can occur during the shipping process.

If, for any reason, you do not receive your order within 30 days after it has been shipped, we apologize for any inconvenience caused. Please rest assured that we have a policy in place to address such situations.

In the event that your order does not arrive within the designated timeframe, you are eligible for a full refund. We value your satisfaction as our customer, and we want to ensure that you are not only happy with our products but also with the service you receive.

To initiate the refund process, we kindly request that you reach out to our customer support team with your order details and any relevant information. Our team will thoroughly investigate the matter and work diligently to resolve the issue promptly.

We pride ourselves on our commitment to excellent customer service, and we appreciate your understanding and cooperation in these rare instances. We strive to make your shopping experience with us as smooth and satisfactory as possible.

If you have any further questions or concerns regarding your order, please do not hesitate to contact our dedicated customer support team. We are here to assist you every step of the way and ensure your complete satisfaction.

Will I be charged with customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

How do I return an item?

If you to return an item purchased from our website for any reason, please contact our support team email at we will be happy to assist you.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.