Shipping policy

Store Name: Puppetyo.store
Business Address: 24 Rue Albert Trudel, Québec, QC, Canada
Email: support@Puppetyo.store
Phone: (416) 980-7049

At Puppetyo.store, we know how exciting it is to wait for a new plush friend, puppet toy, or gift for a child. We work carefully to process and ship orders as smoothly as possible, so your soft and playful items can arrive safely.

This Shipping Policy explains our order processing times, delivery estimates, shipping fees, tracking, address requirements, delays, and related shipping terms.

Order Processing Time

Orders are typically processed within 1–5 business days after payment is successfully received. Processing time includes order confirmation, payment verification, product preparation, packaging, and handoff to the shipping carrier.

Business days do not include weekends or holidays.

During busy periods such as holidays, promotional sales, seasonal events, or high-volume shopping periods, processing may take longer than usual.

Shipping Time

Estimated shipping time may vary depending on your location, shipping method, product availability, carrier service, and customs procedures if applicable.

Typical delivery estimates may range from 7–20 business days, depending on the destination and shipping conditions.

Please note that these timeframes are estimates only and are not guaranteed. Delivery may be faster or slower depending on factors outside our control.

Shipping Locations

We ship to the locations available at checkout. Shipping availability may vary depending on product type, destination, carrier service, and local restrictions.

If we are unable to ship to your location after your order is placed, we will contact you with available options, which may include order cancellation and refund.

Shipping Costs

Shipping costs, if applicable, are calculated and displayed at checkout before payment is completed. Shipping fees may vary based on destination, item quantity, order value, shipping method, carrier rates, or promotions.

From time to time, Puppetyo.store may offer free shipping promotions or discounted shipping. Such offers may be subject to conditions, minimum order values, or limited-time availability.

Order Tracking

Once your order has shipped, you may receive a shipping confirmation email with tracking information, if tracking is available.

Please allow several days for tracking updates to appear after the tracking number is issued. In some cases, tracking may not update immediately while the package is in transit between facilities or countries.

If your tracking has not updated for an extended period, please contact us and we will do our best to assist.

Multiple Packages

If your order contains multiple items, they may be shipped separately depending on product availability, warehouse location, packaging requirements, or carrier routing.

If your items arrive in separate packages, you may receive multiple tracking numbers. Please do not worry if one item arrives before another.

Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully review your address before submitting your order. Include apartment numbers, unit numbers, building names, postal codes, phone numbers, and any delivery instructions where needed.

Puppetyo.store is not responsible for packages delayed, returned, lost, or delivered incorrectly due to an incorrect or incomplete address provided by the customer.

If you notice an error after placing your order, please contact us immediately at support@Puppetyo.store. We will try to update the address before the order is processed, but changes are not guaranteed once fulfillment has started.

Delivery Delays

While we do our best to provide smooth shipping, delays can sometimes occur. Delays may be caused by:

Carrier issues, customs inspections, severe weather, holidays, high shipping volume, incorrect addresses, local delivery disruptions, customs duties, international transit delays, inventory delays, or other circumstances outside our control.

Puppetyo.store is not responsible for carrier delays once the package has been shipped, but we will assist customers whenever reasonably possible.

Lost Packages

If your package appears to be lost, please contact us at support@Puppetyo.store with your order number and tracking information.

We may ask you to first check with your local carrier, neighbors, household members, building reception, mailroom, or delivery location. Sometimes packages are marked as delivered before they are physically received or are left in a safe place.

If the package is confirmed lost, we will review the situation and determine whether a replacement, refund, or claim support may be available.

Packages Marked as Delivered

If tracking shows that your package was delivered but you have not received it, please check all possible delivery locations around your home or building. This may include mailbox, front door, porch, parcel locker, reception area, mailroom, side door, garage, or with neighbors.

Please also contact the shipping carrier, as they may have more detailed delivery information.

Puppetyo.store is not responsible for packages marked as delivered by the carrier, but we will do our best to help investigate the issue.

Customs, Duties, and Taxes

Depending on your location, your order may be subject to customs fees, import duties, taxes, brokerage fees, or other charges imposed by local authorities.

These charges, if applicable, are the responsibility of the customer. Puppetyo.store does not control customs policies or fees and cannot predict whether such charges will apply.

If a customer refuses delivery due to customs fees or import charges, the order may not be eligible for a full refund.

Refused or Returned Packages

If a package is refused, unclaimed, not picked up, or returned due to incorrect address information, the customer may be responsible for original shipping fees, return shipping fees, reshipping fees, or other costs.

If the package is returned to us and eligible for refund, any shipping-related costs may be deducted from the refund.

Damaged Items During Shipping

If your item arrives damaged, please contact us within 7 days of delivery. Provide your order number and clear photos of the product, packaging, shipping label, and damage.

We will review the issue and offer an appropriate solution if the damage is confirmed.