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.
Fast shipping, nice
Dog is absolutely charming! Fast shipping, recommend The puppy is absolutely adorable❤️
Funny toy. The quality is good, the smell is not detected. Child joy, store thank you.
Corresponds to the description. Pleasant to the touch. Delivery to st. petersburg 2 weeks.
The toy corresponds to the description. Super fast shipping. The child is happy.
Absolutely beautiful, nice and soft toy, excellent material, extremely fast shipping, I recommend the product and the store as well
Thank you for the fast delivery thank you again grtj Jacky.
Very cool! Shipping two weeks
Excellent quality toys, very satisfied! Delivery was made in 16 days. Packing is not damaged. All super, thank you!
Super dog, she thought it was much smaller)) it was big)
Like description great
Child happy
It's very cozy and it's exactly like it is described. Awesome for an amazing gift.
Very soft arrived less than a month
All so as the description. Mięciutki, cuddly, very well made, no smell. RECOMMEND.
Good, very soft and soft. Like the picture. I send something slow.
top
Super
Fast delivery 19 days before tatarstan. the toy is sewn qualitatively, the eyes and nose are sewn smoothly.
Oooochen cool toy. Insanely soft, Came quickly.
This insanely cute mopsy is all the way in the description, came in about two weeks
cute
Son enthralled. Little dog carefully uszyty. AND not smierdzi recommend. Thank you
The toy corresponds to the description. In the irkutsk region came for 20 days
All quickly and efficiently
Fast I'm happy
Cute kids! Delivery fast 2,5 weeks!
Perfect!
The toy is awesome! Very soft! I ordered a guy, because he loves mopsiks :) the only thing crooked sewn nose and one eye below the other. Therefore, 4 stars put. The goods came quickly. The order was not sent for a long time.
Cute mopsik)) everything is fine))
Good store
I ordered january 16, and on february 4 i already waited at the post office. Quality is good, very soft and interesting design.
Very soft and quality pug) thanks)
I am seriously in love, looks exactly like the pictures and feels very (and I mean very) soft!
Really beautiful and very tender
So adorable. Very soft. Very cute. Great product :)
Exactly the same. Besides, they're very soft.
Super soft and pretty