Shipping Policy
RS EM ECOMMERCE LTD ("we" and "us") is the operator of
(https://pup-luck.com) ("Website"). By placing an order through this website you will be agreeing to the terms below. These are provided to ensure
both parties are aware of and agree upon this arrangement to mutually protect
and set expectations on our service.
(https://pup-luck.com) ("Website"). By placing an order through this website you will be agreeing to the terms below. These are provided to ensure
both parties are aware of and agree upon this arrangement to mutually protect
and set expectations on our service.
COVID-19 Update: Shipping times subject to possible disruption. Some orders might be affected by the virus which may result in longer delivery than usual.
1. Shipping Costs
Express Shipping is £3 worldwide or FREE during temporary sales.
Express Shipping is £3 worldwide or FREE during temporary sales.
Priority Processing is £0.99, this can save up to 24 hours by jumping to the top of the order list. The amount of time saved depends on the amount of orders there are the day of your order.
2. Delivery Terms2.1 Shipping, Processing & Delivery Time
We ship from countries all around the world to ensure you receive your order as soon as possible. Processing time can take up to 3 days, unless priority processing is selected. Factors such as delayed logistics and customs clearings may have an impact on the shipping time.
US Express Shipping
Generally takes 6-9 business days, depending on your location. Factoring in processing and shipping times, delivery time can take up to 17 business days.
UK Express Shipping
Generally takes 5-8 business days, depending on your location. Factoring in processing and shipping times, delivery time can take up to 15 business days.
UK Standard Shipping
Generally takes 15-20 business days, depending on your location. Factoring in processing and shipping times, delivery time can take up to 25 business days.
Canada Express Shipping
Generally takes 7-9 days business days, depending on your location. Factoring in processing and shipping times, delivery time can take up to 18 business days.
Australia Express Shipping
Generally takes 7-9 business days, depending on your location. Factoring in processing and shipping times, delivery time can take up to 12 business days.
International Standard Shipping
Generally takes 10-25 business days, depending on your location. Processing time can take up to 3 days unless, priority processing is selected. Factoring in processing and shipping times, delivery time can take up to 28 business days.
2.3 Dispatch Time
Orders are usually dispatched within 1-3 business days of payment of order.
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these
instances, we take steps to ensure shipment delays will be kept to a minimum.
2.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at
any time before the order has been dispatched.
2.5 P.O. Box Shipping
Pup Luck will ship to P.O. box addresses using postal services only. We
are unable to offer couriers services to these locations.
2.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer
this service using courier services.
2.7 Items Out Of Stock
If an item is out of stock, we will cancel and refund the out-of-stock items and
dispatch the rest of the order.
2.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we
can conduct an investigation.
3. Tracking NotificationsUpon dispatch, customers will receive a tracking link from which they will be
able to follow the progress of their shipment based on the latest updates made
available by the shipping provider.
4. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the
parcel from the courier and get in touch with our customer service. If the
parcel has been delivered without you being present, please contact customer
service with next steps.
5. Duties & Taxes
5.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the
website.
5.2 Import Duties & Taxes
Import duties and taxes for international shipments will be pre-paid, without
any additional fees to be paid by customer upon arrival in destination country.
6. Cancellations
If you change your mind before you have received your order, we are able to
accept cancellations at any time before the order has been dispatched. If an
order has already been dispatched, please refer to our refund policy.
7. Insurance
Parcels are insured for loss and damage up to the value as stated by the
courier.
8.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed
their investigation into the claim.
8.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
9. Customer service
For all customer service enquiries, please email us at
pupluck.shop@gmail.com or message us using the messenger button found on the main pages of our store.
If you change your mind before you have received your order, we are able to
accept cancellations at any time before the order has been dispatched. If an
order has already been dispatched, please refer to our refund policy.
7. Insurance
Parcels are insured for loss and damage up to the value as stated by the
courier.
8.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed
their investigation into the claim.
8.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
9. Customer service
For all customer service enquiries, please email us at
pupluck.shop@gmail.com or message us using the messenger button found on the main pages of our store.
Address: 80-96 Paul Street, London, United Kingdom, EC2A 4NE
(Please note this is NOT our returns address, so do not send returning items here)