Frequently Asked Questions
Congratulations on finding your perfect puppy! At Puppies Direct we pride ourselves on making getting your puppy into your hands as smooth a transition as possible. So getting your puppy is as easy as one, two and three!
Step 1. Complete your order making sure that you have completely checked out though our online puppy cart, or have completed your transaction over the phone with us.
Step 2. Check your email for immediate confirmation of purchase. Then after within a day or so you will receive an additional email with shipping details including airport address and pickup instructions.
Step 3. Be sure you are available on the day of delivery to pickup your puppy at the airport. If you have chosen local pickup we ask that you pickup your puppy within 3 days. Don’t worry- it’s easy and we will give you all the instructions and directions you will need to pick up your puppy.
The safest and fastest way to receive your puppy is via airline. Your puppy will be shipped in an airline approved kennel, have a health certificate, and be handled by a puppy transportation specialist who will feed and take care of your puppy all along the way until the puppy gets into your arms.
Flight delays happen but it’s not a big deal. Your puppy has a baggy of food to spare and the puppy transporter will feed your puppy every few hours. If a delay does happen we will contact you via phone and email to let you know that the puppy is a little behind schedule. Due to not being able to control weather, airline mechanical issue, and other delays we can not offer refunds on expedited or standard shipping services.
Absolutely! In this day and age fraud is a real concern and we want you to know that your personal information is protected. We do not sell or use your information. Your information is your information and our website is locked safe with Secure Sockets Layer (SSL) protection. Transactions are done though First Data and Authorize.net credit card processing companies who are the largest and most secure credit card processors in the word. If you are financing your puppy please check out our puppy payments page to research our finance companies that are all legitimate and trustworthy.
All of our puppies come from reputable breeders. We do not work with backyard breeders or hoarders.
Your puppy is being fed two types of food, wet food and dry food. Depending on your puppy’s preference a variety of puppy food brands are offered. The brand of puppy food your puppy is eating will be on your paperwork. Your puppy will also come with a starter kit of food that will last you for about a week or so.
Pricing depends on a variety of factors. Often times the smaller more exquisite, rare coloring, fluffier coats, purebred, or designer cross puppies, market demand and availability is what varies the pricing of the puppies.
Generally speaking any puppy is ok with your family. Of course with smaller children one has to take special attention in teaching your children to handle a puppy with care. Small breeds that are only a few months old are fragile and should be handled gently, not overly played with, and allowed to rest often for the first 20 weeks of life. If anyone in the family is allergic to pet dander a hypo-allergenic dog should be considered. Please ask your puppy ambassador for help in picking your perfect furbaby family member.
We can assure our customers that we are not a scam. We are not some overseas or domestic operation trying to swindle unsuspecting online consumers. We are family owned business with four locations in California and one in Washington UT. Our call center is located in St. George UT where we handle all of our customer phone calls, emails, marketing, and customer service concerns. Before purchasing the puppy we can offer up to date videos, pictures, and even a live feed of your puppy from where ever location your furbaby is located. We hope that this gives our customers the assurance that we are real people that love puppies, and not a fraudulent business.
Feed feed feed! Make sure to feed your puppy following the precise instructions that is in your welcome packet. The trip is a stressful one for your puppy so make sure to feed and allow you puppy to rest for the rest of the day in his kennel. We understand that it is exciting to receive your new puppy, but it is vital for the puppy to eat and rest in the kennel partially covered by a warm towel or blanket. Remember your puppy must be fed every 2-3 hours even through the night for the first 2 weeks.
Absolutely, all though we do our very best to take a video clip of every puppy sometimes we simply don’t have the time or the resources. However; for a nominal fee of $25 dollars we can arrange a private live video cam puppy and me presentation. Please call us for more details.
We guarantee that your puppy will grow to be at, or plus, or minus, by a few pounds of breed standard weight. We do not guarantee an exact size and weight of any puppy.
There is not such thing as a “teacup” or “micro” puppy. The term “teacup or micro” is a marketing term and used to describe a smaller possibly runt of the litter puppy. These puppies are generally unhealthy and have more health risks. If you are purchasing a toy breed you will have a small toy breed puppy. Beware of anyone that states they have teacup puppies especially those from overseas. We have heard numerous complaints of folks being deceived into thinking they were purchasing a teacup puppy and paying thousands of dollars for a standard size puppy.
Yes you should be concerned and should act immediately! The faster you go the vet the faster you can prevent any complications to an early sign of a full blown cold. Remember your puppy is only weeks old, does not have a fully developed immune system, has just been recently vaccinated, and has had lots of stress with traveling and being introduced to your family. If you ignore the cold there is a high probability of the puppy developing pneumonia within just a few days. Don’t delay and nip that cold in the bud by visiting the vet as soon as possible.
Yes we sure can. Although our puppy ambassadors are not professional dog trainers we can try to help you as best as we know. The better solution is for you to take advantage of the Sit and Stay Petkey training program we offer at checkout. Sit and Stay offers in depth training resources including potty training, behavior training, and much more. This affordable training package also includes registration, microchip & amber alert activation, and even over the phone support with a professional trainer. Here a video with more information:
For day or night health concerns please call our 24-hour hotline at 619-265-6287
Because we are a nationwide company with customers all over the US we cannot recommend one particular veterinarian practice. What we can advise is to stay away from larger vet practices such as Banfield, VCA and other similar type of revenue driven corporations. Although they may have good doctors it is our opinion that their pricing is considerably higher and unnecessary tests and such may be offered for a more expensive visit. Finding a smaller practice is usually the best bet.
Yes, they sure are. We do not “broker” puppies like some other online competitors do. We physically vet check and health certify every puppy to ensure you’re getting the absolute best and healthiest puppy possible.
For the most part your puppy is available; however please keep in mind that we find home for our puppies in REAL TIME meaning that if the puppy is being sold in one of our store locations or is being purchased online by someone ahead of you in the shopping cart process that customer has first opportunity to purchase.
We are very organized and although new puppies are available everyday from breeders, we usually post new puppies every Tuesday or Wednesday. These schedules allow us time to vet check our puppies and enter every detail about the puppies into our system so you can make an informed decision on the right puppy for you and your family.
We have a real time puppy tracking system that updates our website as soon as a puppy is ready for a new home. When the puppy is adopted the puppy is removed from the website. If you see a puppy you love don’t delay. You may consider joining our puppy email list to stay updated on our new puppies arriving soon. Visit our puppy email page here: Puppy Wish List
You will need to fill out a credit card authorization form that you may email or fax back to us. Our fax number will be on the form.
Your puppy is up to date on vaccines and we ask that you do not give any more vaccines until a minimum of at least 14 days from last vaccine given. The vaccine record will show all the shots and deworming treatments your puppy has had. Please have a copy of that medical record ready to present to your veterinarian on your first required vet visit.
Our call center address is 1487 S Silicone Way #A6 Saint George, UT 84770. Our brick and mortar store locations are located in National City, CA, Escondido, CA, Temecula, CA, Corona, CA, and Washington, UT. If the puppy you have chosen online is located at a store near you, you may pickup the puppy on location. If the puppy is not near you we will gladly and safely ship the puppy directly to your nearest airport.
Please look inside the envelope attached to your puppy’s kennel for all feeding instructions. It is imperative that you feed right a way. If your puppy does not want to eat you must treat them like a baby and force feed with the included syringes and wet puppy food. Remember your puppy is a baby and left to itself sometimes will not eat. You must provide round the clock feeding every 2-3 hours (even at night) for the next two weeks. Don’t worry it’s not forever just while your puppy outgrows that 2-4 week infantile stage. You got this!
Yes absolutely we do please refer to your toy and teacup instruction manual you received with your puppy. We’ve also dedicated a page with how to video below:
A designer cross puppy is an intentionally bred puppy of two distinct breeds. For example one of our top selling puppies is a Morkie. The Morkie is a designer cross that is a purebred Yorkshire Terrier “Yorkie” with a purebred Maltese. This combination of puppy makes for a cute, button nose, beady eyed, doll face, fluffy puppy that no one can resist. Also both of these breeds are hypoallergenic making the Morkie a wonderful well-tempered puppy that everyone loves. Other designer puppies can be found on our puppies for sale page. If you have any questions about any particular breed we’re here to help just give us a call.
At this time we are not accepting holds on our puppies, but may in the near future.
If selected at checkout our Sit and Stay Microchip, Registration, and Training Program automatically activates your puppy’s microchip with your name and information. This membership is a lifetime membership and only has to be paid once at checkout. We’ve made it easy for you and have included lots of bonus features with this program including but not limited to training, lost puppy amber alert signup and much more. Please see video for more info here:
Yes and they are in your welcome kit attached to your puppy’s kennel. Please go though the instructions carefully and follow them to the letter. The most important thing for you to remember is that your puppy is an infant and needs to be fed every 2-3 hours for the next few weeks.
Please do not hesitate to give us a call with any other questions. One of our friendly puppy ambassadors would love to speak with you. Please call (435) 255-6505
Please do not hesitate to give us a call with any other questions.
One of our friendly puppy ambassadors would love to speak with you!
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