Shipping and Refunds Policy

Order Processing

All orders are processed within 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

We do not ship to Alaska, Guam, Hawaii, Puerto Rico, or any addresses outside the continental U.S.

Delivery Times

In-Stock Items: Ship within 1-7 business days.

Custom-Made Items: Ready to ship within 3-4 weeks

Shipping Time

Countries

Shipping Method

Shipping Time

U.S.A

Express Shipping

Standard Shipping

5-7 Business Days

15-30 Business Days

Canada

Standard Shipping

28-40 Business Days

Note: We utilize local UPS, USPS, FedEx, or DHL couriers for shipping.

Friendly Support

Free Shipping

Secure Payment

Money-backGuarantee

Friendly
Support

Free Shipping
on All Orders

Secure Online
Payment

Money-back

guarantee

Shipment Confirmation And Order Tracking

Upon completion of your order, you will receive an email containing your tracking number. This allows you to monitor the progress of your shipment at every stage.

If you have not received your purchased product, rest assured that we will promptly reissue a new, intact product for you. In the event of a lost package, we will liaise with the logistics company to ensure you receive the product you ordered.

Refunds Policy

Refund

Eligibility Criteria
We accept returns for unused items in their original condition within 30 days of delivery. Please ensure the product is returned in its original packaging. Returns will not be accepted after the 30-day.

Documentation Required
For a smooth return process, provide the receipt or proof of purchase. Connect with our customer service to confirm the correct return address.

Evidence for Efficient Resolution
For a swift resolution, please provide photos or videos of the product to help us better understand your concerns. Our team will review your request and communicate the outcome via email within 3 business days. Upon approval, you will receive the return address.

Return Shipment
Ship the item back to us using your local post office. We strongly suggest using a traceable and insurable shipping method when making your return. We are not responsible for returns lost or damaged in transit; you will be responsible for filing a shipping claim. For faster processing, provide the tracking number to our customer service team.

（Note: For returns due to personal reasons, the customer is responsible for covering the return shipping costs.）

Is it free shipping?

Yes! We offer free shipping on all orders.

How long does it take to receive my order?

The delivery time depends on the type of item and shipping method:

In-Stock Items: Ship within 1-7 business days.

Custom-Made Items: Ready to ship in 3-4 weeks.

After shipping, the estimated delivery time is:

For the United States:

Express shipping: 5-7 business days

Standard shipping: 15-30 business days

For Canada:

Standard shipping: 28-40 business days

How will my order be shipped?

Your order will be shipped from one of the following warehouses, depending on your delivery address:

Warehouses: New Jersey Warehouse, California Warehouse, China Warehouse

Couriers: UPS, USPS, FedEx, DHL

The shipping carrier and warehouse location will be selected based on the most efficient delivery method for your order.

How can I cancel my order after placing it? / How do I cancel my order?

We accept order cancellations before the product is shipped or enters production. If the order is canceled within this period, you will receive a full refund. However, if the product has already been shipped, we are unable to cancel the order.

What items can be returned/exchangeable?

Unused Product: Items that are in their original condition and have not been used.

Defective Item: Items with manufacturing defects or functional issues.

Wrong Item Received: If you received an item different from what you ordered.

Items Damaged in Transit: Products damaged during shipping or delivery.

Lost or Missing Items: If your package is lost in transit or arrives with missing items.

How long does it take to get my refund?

Refunds will be processed within 1-3 business days after we receive your returned package. The funds will be automatically credited back to your credit card or original payment method. The exact time for the refund to appear in your account depends on your bank or payment provider:

Credit card/bank refunds: Usually take 3-15 business days to complete.

PayPal refunds: Typically take 5-7 business days to process.

If you have any concerns or questions, our customer service is here to assist you. Your satisfaction is our priority.

Contact Us

For questions regarding products, orders, shipping, or other issues, please check our FAQs. If you still need assistance, please send a note below. We’ll be sure to respond as quickly as possible.

Tell:

(213) 619-9667

Brand Cooperation:

brand@pootoo.com

Customer Support:

service@pootoo.com

Working Time:

Mon-Fri 9 am-6 pm CST