Shipping Policy

Processing Time
All orders are processed within 2–5 business days after payment confirmation. Orders are not shipped or delivered on weekends or public holidays. In the event of a high order volume or supply delays, processing times may be extended.

Shipping Times
Estimated delivery times vary depending on the destination and shipping method selected at checkout. Standard delivery typically takes 7–20 business days. These are estimates only — we cannot guarantee delivery dates.

Shipping Confirmation & Tracking
You will receive a shipping confirmation email once your order has been dispatched, which will include your tracking number. Tracking information may take up to 5 business days to become active.

Delays & Responsibility
We are not responsible for delays caused by customs clearance, postal services, courier companies, or unforeseen events beyond our control (e.g., strikes, weather conditions).

Customs, Duties & Taxes
All customs fees, import duties, and taxes are the responsibility of the buyer. We have no control over these charges and cannot predict their amount.

Incorrect Addresses
Buyers are responsible for providing accurate and complete shipping information. Orders returned due to an incorrect or incomplete address will not be eligible for a refund. Re-shipping will incur an additional shipping fee.

Lost or Stolen Parcels
Once an order has been marked as “Delivered” by the carrier, we are not liable for lost, missing, or stolen parcels. Please contact your local postal service to file a claim.

Order Changes & Cancellations
Orders cannot be changed or cancelled once they have been processed. Please ensure all details are correct before completing your purchase.

Contact Us
If you have any questions about your shipment, please contact us at support@puffpet.store before placing your order.