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.
Chic toy, the child is very pleased. Exact description, came even more size than expected), which I was very happy. Thanks store
Product exactly as advertised, arrived on time was not taxed. Recommend store
Beautiful Pug toy! It’s incredibly soft and amazing quality. Very quick postage to Australia. Thanks very much.
My dog is beautifull!!!!
The toy is very good. The child is happy.
Beautiful pug! The cap, it turns out, is removed :-)
I gave my friend this cute toy in a bunny costume, i liked it very much, thank you, i put 5 stars. And with delivery there were no problems, very quickly
Not received. THE packaging was damaged and request returned to store. But grabs and was compensated.
My wife was delighted she wanted one to sleep lol. It is very soft and corresponds to the description. My daughter crying to get one of them so I relaunch an order for her.
The child was happy, excellent pug
Before hmao went 4 weeks, tracked completely. A toy of good quality, waiting for a child's birthday to give.
Super soft and cute. Some sewing threads that exceed. Fast shipping.
Exactly as the picture, super quality. Recommend
Well, very nice dog!!!! Very fast shipping!!! I advise!
Very cool toy, just like in the photo, took the girl as a gift, i'm sure that i will like it. The store is very polite and good, the delivery is very fast, two weeks to the irkutsk region :)
To the krasnodar territory for 21 days. Tracked completely, picked up at the post office. Excellent quality, fully corresponds to the description. Seller thanks!
There is a smell, looks good
Very good
The goods did not come. Ordered in january, waiting for a refund
All ok, delivery to arkhangelsk 17 days
Pink and black material are shimmering. Nose little askew przyszyty more right side. Consistent with the description.
Everything is fine! Delivery is satisfied (to baku 20 days). Quality is good, there are no smells. you can buy it. i recommend. in the photo it is the youngest but already fit. became the third. thank you!!!
Happily surprised, soundly well made product, sent out quickly.
As in the picture, of excellent quality, i recommend! I liked it very much)
Good quality, fast shipped. Can recommend this store
La what
The toy is very beautiful, soft. sewn neatly. but it was 1,5 months in penza.
Funny toy, soft so pleasant. Not small
Adorable plush. My son absolutely loves it.
Very healthy dog. The quality is pleasant, the seams are even.