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Customer Support

How Can We Help?

At Pugster, we strive to give you the best online shopping experience possible. However, if you happen to have questions or a problem, we are here to help.

Contact Us

During some business hours, we are also online. Click here to reach us via Live Chat.
Live chat is the quickest way to get answers to your questions.
You can always reach us anytime via email at info@pugster.com.

You can reach our customer support department at (888) 508-0865​ .
We are open from 9am - 5pm PST Monday through Friday. We are closed on weekends and
major holidays.We will also reply your calls during the office-off time as soon as possible.

Frequently Asked Questions

You can find answers too many of your questions here.

Product Help
How to:

Assemble an Italian Charm Bracelet

Custom Italian Charms

Custom photo and laser charms take 1-2 days to process. Custom charms will not be shipped on the day the order is placed, but will in most cases ship the next day.

We have four main types of custom Italian charms: custom photo, custom text photo, custom text laser, and custom laser. We are also happy to accommodate any special requests, please contact us directly for additional custom information.

For custom photo charms, we can generally accept any photo file. However, please be advised that photos will be shrunk to 7mm wide by 6 1/4mm high to be placed on the charm.

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Coupons & Special Offers

Pugster runs different promotions throughout the week and at different times of the year. While we always strive to give you the best products at the best prices, you must order directly from the Pugster website during specific promotional time periods in order to receive the special pricing or offer. No refunds will be given on products ordered either before or after promotional periods, or on products not purchased directly from the Pugster website.

When using a coupon, make sure to enter the code at checkout. If coupon is for free item, you must add the item to your shopping bag unless otherwise directed. When you enter the coupon code at checkout, the retail price of the free item will be deducted from your order total.

Unless otherwise stated, only one coupon can be accepted per order per customer.

If you are experiencing problems with a coupon or special offer, you can contact us at info@pugster.com or (888) 508-0865​ and we will be happy to assist you.

Gift Cards and Pugster Points can also be redeemed at checkout.

Pugster takes your privacy and security very seriously. We offer several secure payment options including Visa, MasterCard, American Express, PayPal, and Google Checkout. 

All transactions on Pugster.com are encrypted through VeriSign. VeriSign is the leading secure sockets layer (SSL) Certificate Authority, enabling secure e-commerce transactions for retail sites all over the web. This technology ensures that only Pugster can read your personal and billing information. You may click the small gold padlock at the bottom of your browser during checkout to more details. In addition, Pugster will never ask for or send your credit card information via email or any other non-secure method.

Orders placed with us online are statistically safer than using your credit card in a store.  However, if you choose not to place your order online, you can call us at (888) 508-0865​ , or send your check or money order to us at 2835 Sierra Grande St, Pasadena, CA 91107.
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