📦🐾 Frequently Asked Questions: Orders, Shipping, Delivery & More

🛒 Ordering

1. How do I place an order?

Ordering with NayNays Puppers is easy! Simply browse our website, choose your favorite cookies, training services, or digital courses, and add them to your cart. When you're ready, head to checkout where you can securely pay using your preferred method (we accept credit/debit, PayPal, and more). Once your order is confirmed, you’ll receive a confirmation email with a summary of your purchase.

2. Can I change or cancel my order after placing it?

We understand plans change! If you need to modify or cancel your order, please contact us as soon as possible. If your order has not been baked, packaged, or processed yet, we’ll do our best to accommodate changes. However, once the order is in progress or out for delivery/shipping, we’re unable to cancel or modify it. Custom or time-sensitive orders may be subject to different terms.

3. Do you offer custom orders or bulk requests?

Yes! We love creating custom cookie bundles for birthdays, gotcha days, holidays, special events, and gift boxes. We also accommodate bulk orders for doggy daycares, pet boutiques, or events. Just send us a message through our website or email us at [insert email] to get started. Please allow extra time for larger or personalized orders.

📦 Shipping & Delivery

4. Do you ship cookies?

Yes, we do!
We currently offer:

• Shipping across Canada

• Local delivery within the Niagara Region

• Free local pickup from our Welland location

At this time, we do not ship internationally, but we’re working on expanding to the United States soon. Stay tuned — your pup’s favorite treats might be crossing the border before you know it!

5. How long does it take for my cookies to ship?

We bake all cookies fresh to order in small batches. Most orders are processed, baked, and packed within 48–72 hours (excluding weekends and holidays). Once shipped, delivery time depends on your location and the carrier selected at checkout. You’ll receive a shipping confirmation email with tracking once your goodies are on the move.

6. What are my delivery options if I’m local?

If you're located in the Niagara Region (including Welland, St. Catharines, Niagara Falls, Thorold, Niagara-on-the-Lake, and Fort Erie), you have two options:

• Local Pickup (Free): Pick up from our Welland location Monday–Friday, 10AM–7PM. We’ll send you a notification when your order is ready.

• Local Delivery: For just $5, we’ll bring the cookies to your door! Orders over $50 receive FREE delivery. We’ll confirm your preferred drop-off time once the order is baked and packed.

Need a special arrangement? Let us know — we’re happy to work with your schedule whenever possible.

7. Can I ship to multiple addresses?

Unfortunately, the website doesn’t support shipping to multiple addresses in one transaction. If you’d like to send cookies to more than one person or household, please place separate orders. If you’re sending bulk gifts or coordinating a special event, contact us and we’ll help arrange everything for you!

💳 Refunds & Returns

8. What is your refund policy for cookies and treats?

All cookie and treat sales are final, due to the perishable, handmade nature of our products. That said, your satisfaction means the world to us. If something arrives damaged, incorrect, or missing, please notify us within 48 hours of receiving your order. We’ll work with you to find a solution, whether that’s a replacement, store credit, or another form of resolution.

9. What is your refund policy for training services?

For private training sessions (in-person or virtual), we require at least 24 hours’ notice to reschedule or cancel without penalty.

• Missed appointments or late cancellations (under 24 hrs) are non-refundable.

• Training packages have an expiry window (usually 60–90 days), and unused sessions beyond that time are forfeited.

• Group classes, events, and consultations are non-refundable once booked.

If NayNays Puppers cancels a session, you’ll be offered a reschedule or refund.

10. What about refunds for digital products or courses?

All digital product sales are final once delivered. This includes:

• E-books

• Online courses

• Digital guides or downloads

However, if you're having trouble accessing your material or feel the product wasn’t what you expected, don’t hesitate to contact us. We’re happy to troubleshoot or find a way to make things right.

📋 General Questions

11. Where are you located?

We’re proudly based in Welland, Ontario, in the heart of the Niagara Region. We serve clients locally through in-person training, pickup, and delivery, and offer digital products and virtual training Canada-wide.

12. Are your cookies safe for dogs with allergies?

Yes! Many of our cookies are designed with limited ingredients to support dogs with sensitivities. We always list ingredients clearly on each product page. While our cookies are free of artificial additives and made from human-grade ingredients, we recommend checking with your vet before introducing any new treat — especially if your pup has a known food allergy or digestive condition.

13. How do I contact you if I have a question about my order?

We’re just a bark away! You can contact us by:
📧 Email: admin@naynayspuppers.com
📱 Social: DM us on Facebook or Instagram @NayNaysPuppers
We do our best to respond within 24 hours Monday through Friday.

14. Do you offer gift cards?

Yes! 🎁 You can purchase digital gift cards for use on anything from cookies and subscriptions to training sessions and e-books. They’re perfect for dog birthdays, holidays, or new puppy parents. You’ll receive a personalized code that can be emailed or printed.

15. Can I subscribe or become a member?

Yes! We offer exciting Monster Club Subscriptions and Cookie Monster Club Memberships. Members enjoy perks like:

• Monthly cookie drops

• Birthday surprises

• Exclusive access to new products

• Early access to events and sales

• Discounted services or shipping
  Join the pack and treat your pup like the VIP they are!