FAQ
Frequently Asked Questions (FAQ)
How can I contact PuffinBuy?
You can email us at support@puffinbuy.com, and our customer service team will be happy to assist you with whatever you need!
Do you ship worldwide?
Yes, we ship globally to ensure pets everywhere can enjoy our products!
Where do you ship from?
We ship from our fulfillment centers located in Hong Kong and the United States.
Can I change or cancel my order?
As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. After this time, your order may already be in processing or shipped. However, you can still return your item once received for a full refund.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments for a secure and seamless checkout experience.
When will my order be processed?
Orders are handled and shipped from our warehouse. We process orders from Monday to Friday, and they are typically processed within 1-3 business days after the order date. During holidays or sale seasons, processing times may take longer. Please note we do not ship on weekends.
How long will it take to receive my order?
Due to high demand, orders generally take between 2-4 weeks to arrive, depending on your location.
What if I don't receive my order?
If you don’t receive your order within 30 days after it has been shipped, you are eligible for a full refund. Please contact us at support@puffinbuy.com for assistance.
Will I be charged customs and taxes?
The prices displayed on our site are tax-free in US/Canadian Dollars. However, depending on your location, you may be required to pay duties, taxes, or import fees once your order arrives. These fees are determined by your local customs office and are the customer’s responsibility. For more details, contact your local customs office.
When will I receive my refund?
Refunds will be credited to your original form of payment within 7-10 business days after the returned item has been received or the cancellation request has been approved. If you paid via credit or debit card, please contact your bank if the refund has not been posted to your account within the specified time.
How do I return an item?
Please contact us at support@puffinbuy.com for instructions on how to initiate a return.
What if the item(s) I received are defective/incorrect/damaged?
If you receive defective, incorrect, or damaged items, please email us at support@puffinbuy.com with your order number and photographs of the items. We’ll work quickly to resolve the issue!