How can I contact Customer Service?
Need a hand with your account? Have a question which isn't addressed in the Help Center? No problem! You can always contact our Customer Support team through our Contact page for assistance. We aim to respond to all emails within two business days, but we're often able to get you a response much faster (especially on weekdays during standard business hours).
When contacting Customer Service, please be sure to:
- Contact us with the email address linked to the Puppies.com account you need help with. Our Support Team uses the email address you message us with to locate your account, so if you use a different email, it'll take us longer to locate your account and get you the info you need.
- Refrain from sending multiple messages regarding one issue. We completely understand that some issues are urgent. However, sending multiple emails can lead to a longer wait time before you get a response, so we recommend sending one email at a time. If you have additional questions, you can follow-up with another message once you hear back from our Support Team.
- Include all necessary info regarding your question and/or the issue you've experienced. This includes any error message(s) received, a detailed description of the problem(s), the specific page and/or feature of the site which produced the issue, etc. Remember: we can't always see what you see on your end, so any information you can provide will help us get you the support you need.
Why doesn't Puppies.com have a Customer Service phone number?
Great question! The answer is simple: we avoid maintaining a Call Center in order to cut down on operating costs, and we pass those savings on to you: we haven't raised membership prices since the launch of the site, and we're committed to keeping Puppies.com affordable moving forward.
Additionally, email-based Customer Support has a number of other benefits:
- Email enables you to reach out anytime, anywhere, and receive thoughtful responses on your schedule. In contrast, Call Center-based Support often requires you to wait on hold or call during restricted business hours, which isn't the best option for people with busy schedules.
- Email-Based Support enables us to send detailed point-by-point instructions for different tasks on the site. These instructions can be saved and referenced at a later date if necessary.
- Our Support Team can include screenshots and other images within emails. We know that many people are visual learners, so these types of images can be a great way to convey different information.