SHIPPING & DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
Location |
*Estimated Shipping Time |
United States |
4-15 Business days |
Canada, Europe |
10-20 Business days |
Australia, New Zealand |
10-30 Business days |
Central & South America |
15-30 Business days |
Asia |
10-20 Business days |
Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Pug Merchandise (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://pugmerchandise.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Very nice little bag. Good finishes. Big enough. My daughter is happy. I recommend it. Fast delivery and well protected
Pretty cute and looks spacious :) might not be pretty resistant to carrying too much or heavy stuff though.
Рюкзак супер. В Минск пришёл за 2 недели
Normal backpack for 850R
Маленький, скорее ребенку или хрупкой девушке. Искусственный вельвет не пахнет. Молнии работают. Прислали быстро. Симпотичный.
I loved it! Very nice is bigger than I thought!
Came without one foot
Delivery in 2 weeks; quality is good, baby satisfied; store sent the goods quickly, do not have to communicate
The backpack of good quality, the ears are a little different, took for the school year, do not know if it will bear all the nine-month burdens. Thank you store for the goods and for the delivery, 3 weeks before SPB.
Super, express delivery, thank you
Excellent backpack!! Came to the Moscow region for about a month It smells a little bit, but I think it'll get out very quickly. Wonderful thing for its price ~(^ z ^)-♡~(^ Z ^)-♡
Quality is average. Not for heavy 100%. It is necessary to fill something because the form does not hold very well. I had to change it from above
The bag came 2 weeks before. I bought as a gift to my sister. Her review in the violins
Cool backpack, small, cute, quickly came, threads do not stick out, there is no smell
Made return to my country not delivered.
Backpack cool, a little thread, duck crumpled, came in less than a month, all zippers work, i'm happy
ok
Backpack, will fit the description. Not bad quality. In general, everything is fine
Order received in the preset time, even a few days before, goods OK, is the second that I take, very satisfied
Very good.thank you so mach.
The backpack came quickly, took for school (grade 7). It is sewn as it seems to me firmly, out of the minuses protruding nikti. I advise you.
The backpack came to ukraine in 8 days. Medium size, notebooks/books fit
5+
Delivery to volgograd 2 weeks, the seams are even, the threads do not stick out, the locks work. we take 2 times, like.
Beautiful as picture. Quick delivery. Recommended
Super!
Everything is fine
Shipping 10 days! Quality norms!
Came quickly
Very beautiful arrived on time
The product came quickly, i recommend
Delivered to krasnoyarsk for two weeks. The description corresponds. Very cute backpack
1 in 1 as picture
Backpack super! Came very quickly, the quality is good (with the store did not communicate). I kapets as happy!! °> °)/
The backpack is fantastic and it looks just like the photo. There were only a couple of loose threads here and there. Delivery was super fast.
Backpack came to hmao-yugra for two weeks, unexpectedly quickly, thank you
The backpack is not small in volume. The funny thing is that the dog "thickens" when increasing things placed in it. The item was sent almost instantly. Time from order to receipt (yekaterinburg)-7 days, it is very fast! This is one of the highest-speed stores. Seller and i recommend the product!!
Very good class backpack for my younger sister came very quickly, i am very happy with such fast delivery and good customer service! 5 stars!!
The backpack came quickly. About 10 days. You can't put a lot of shit in it, but you can't put a lot of things in it. For such money, a beautiful backpack of medium size. Came in the spools, but they are easy to clean so everything is ok still sticking out the thread, but i just cut them and all
Very nice and cute backpack! Came in less than three weeks to moscow. The material from which the backpack is made crumbles, but not much. Eyebrows are sewn crooked, but will come down. Very satisfied with the purchase!
Came for 8 days, the thread does not stick out, the quality is good, the product is satisfied
The parcel went to ukraine for 16 days. Backpack looks good, the product is satisfied. Thank you to the store.
the material is fine, the shipping was one month but the sewing of the hangers is in different height. not something brutal. few threads were sticking but for 10€ It's an awesome bag. thank you
Very beautiful backpack, just like in the photo. the child really liked. Shipping super fast.