Shipping policy

SHIPPING POLICY

Last updated 17 September 2026.

WHERE WE SHIP

We ship worldwide. Shipping is free to the United States and Canada. Orders to all other countries are charged a flat international shipping rate, shown at checkout before you pay.

COST

United States and Canada: free on every order, no minimum spend.

Everywhere else: a flat international rate per order, calculated at checkout in your local currency. The rate does not increase if you order more than one item.

PROCESSING TIME

Orders are processed within 1–3 business days of being placed. Orders placed on a weekend or public holiday begin processing on the next business day.

DELIVERY TIME

United States and Canada: most orders arrive within 8–16 days of dispatch.

All other countries: most orders arrive within 2–5 weeks of dispatch, depending on destination and local customs processing.

Delivery windows are estimates provided by our carriers, not guarantees. Delivery can take longer during peak retail periods (late November through December), during severe weather, and when a parcel is held for customs inspection.

TRACKING

You will receive a tracking number by email when your order is dispatched. Tracking information can take 2–3 days to begin updating after the number is issued, and international tracking can be slower to update once a parcel leaves the origin country. If your tracking has not updated after 7 days, email us and we will look into it.

DUTIES, TAXES AND CUSTOMS

Prices shown at checkout do not include import duties, customs charges or local taxes.

If you are ordering from outside the United States or Canada, your country may charge duty or tax on your parcel before it is released to you. These charges are set by your government, not by us, and are the responsibility of the recipient. We cannot calculate them in advance or refund them.

If a parcel is refused or abandoned because of unpaid customs charges, we are not able to refund the order.

INCORRECT OR UNDELIVERABLE ADDRESSES

Please check your shipping address carefully before completing checkout. If you spot a mistake, email us within 12 hours of ordering and we will correct it if the order has not yet been dispatched. Parcels returned to us as undeliverable because of an incorrect address can be reshipped once the correct address is supplied; a reshipping charge may apply.

LOST OR DAMAGED PARCELS

If your order has not arrived within 30 days of dispatch (45 days for destinations outside the United States and Canada), or arrives damaged, contact us and we will replace it or refund you in full.

RETURNS

Our 30-day guarantee covers faulty, damaged or incorrect items wherever you are — full refund, nothing to post back. If you ordered the wrong size we'll send the correct one at our cost price rather than take a return. Full detail in our Refund Policy.

CONTACT

Email PuppouchPremium@outlook.com. We reply to every email within 24 hours, Monday to Friday.