FAQs
GENERAL ORDER QUESTIONS:
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards as well as PayPal.
WHEN AM I CHARGED FOR MY ORDER?
All orders, including pre-orders, are charged at the time they are placed.
CAN I CANCEL MY ORDER?
Possibly if you act quick, but there's no guarantee if it's been shipped already or goes into production. Email merch@puppetcombo.com as soon as possible.
CAN I ADD/DELETE AN ITEM FROM MY ORDER?
Unfortunately we are unable to add/delete items from an order once it is placed. Please place a separate order for an additional item.
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SHIPPING INFORMATION:
WHAT SERVICE DO YOU USE TO SHIP ORDERS?
We offer the United States Postal Service, UPS and DHL Global to ship orders.
HOW DO I TRACK MY ORDER?
You will receive an email with a tracking number once your order has shipped. Please note, it may take up to 24 hours for the tracking number to update in the USPS system. If you did not receive a shipping confirmation, please email use at merch@puppetcombo.com
WHEN WILL MY ORDER SHIP?
In stock orders are currently shipping ship within 3-6 business days, however this could vary during times of heavier order volumes.
Pre-orders will ship when items are available; please check the product page for an estimated shipping date for any items currently on pre-order.
HOW MUCH DOES SHIPPING COST?
Our shipping prices are based on the weight of the package as well as its destination. To get an a quote on shipping, add the items you wish to order to your cart and use the estimate shipping function in the shopping cart before you checkout.
CAN I COMBINE ORDERS TO SAVE ON SHIPPING?
Unfortunately, we cannot combine two or more orders after they have been placed.
HOW LONG WILL IT TAKE TO GET MY ORDER?
Once your order has shipped, it will take approximately 3-5 business days to be delivered within the USA. International order's delivery time may vary.
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INTERNATIONAL ORDERS:
DO YOU SHIP TO MY COUNTRY?
We ship globally. Due to high instances of fraud, we are unable to ship to some countries at this time.
WILL I BE CHARGED CUSTOMS FEES?
If you are ordering from outside the USA, your package may be subject to import taxes and duties fees. We are required by law to mark all packages as “merchandise” and clearly state the purchase price of the goods in the package. The import taxes and duty fees vary from country to country, and are based on the value of the merchandise. Some countries allow up to a certain value of goods into the country without any additional duties and taxes. To find out how much you could be charged, contact your local post office for more information.
UK CUSTOMERS: Due to the Brexit transition, we now collect VAT at the time of checkout.
WHAT IF MY ORDER IS LOST?
As international shipping times vary from country to country, we cannot consider a package lost until it is missing for 6 weeks. We are unable to track packages once they leave the country, so please contact your local post office with the tracking number and they may be able to provide you with more information.
DO YOU HAVE AN INTERNATIONAL DISTRIBUTOR?
Unfortunately no. The only way we can sell outside of the USA is direct from our website.
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RETURN POLICY:
CAN I RETURN MY ORDER?
No exchanges or returns are possible so please double check the size chart to make sure you order correctly.
Claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
Please see the Care Instructions page for proper washing and drying instructions. Garments that are damaged due to improper care cannot be returned.
MY ITEM(S) IS DEFECTIVE - WHAT DO I DO?
If you have received a defective item, please send us an email with photos to merch@puppetcombo.com .