Shipping policy

Shipping Policy

Effective Date: June 10, 2026

Legal Entity & Support Info

Legal Entity: Heaven Swallow Trade LLC
Registered Address: 6974 S Lakeview St, Littleton, CO 80120
Support Email: contact@puffykins.com
Service Phone: +1 (720) 419-7362

1. Order Processing Time

After your order is submitted and payment fully verified, our team needs 7–15 business days to process, inspect, pack and dispatch all merchandise. Business days exclude weekends and United States federal holidays. Any order placed after our daily cutoff time will enter processing on the next working day.

2. Global Shipping Coverage

PUFFYKINS delivers tracked parcels to over 200 countries globally. A unique online tracking number will be sent to your registered email address once your goods depart our warehouse. You can check real-time package transit status anytime via the tracking link provided.

3. Shipping Cost Calculation

Shipping fees are auto-calculated at checkout based on your destination country, total item weight and package dimensions. All shipping charges are non-refundable, except when we cancel your order due to our internal inventory error or manufacturing defect.

4. Estimated Delivery Transit Time

  • United States domestic addresses: 7–15 business days after dispatch
  • Canada, United Kingdom, Australia: 10–20 business days after dispatch
  • All other international regions: 15–30 business days after dispatch
Delivery delays may be caused by postal backlogs, customs inspection queues, extreme weather or carrier operational failures, which are outside our control. We will not provide monetary compensation for standard transit delays.

5. Customs, Duties & Import Taxes

For all shipments delivered to locations outside the United States, you bear full responsibility for all local customs duties, import VAT, brokerage fees and border inspection charges imposed by your destination country’s government. We do not cover these additional cross-border fees and cannot estimate duty costs before delivery.

6. Lost or Damaged Packages

  • If tracking shows delivered confirmation but you never receive your parcel, you must contact our support team within 14 calendar days of the marked delivery date to submit a trace request.
  • For goods damaged during transit, you need to submit clear photo evidence of outer packaging and defective merchandise within 7 days after receiving the package.
    We will coordinate carrier compensation claims for valid loss or damage cases, offering either product replacement or store credit at our discretion.

7. Undeliverable & Returned Shipments

Orders returned to our warehouse due to invalid recipient address, unclaimed parcel, or recipient refusal to pay customs fees will incur return restocking and redelivery shipping charges, which will be deducted from any eligible refund amount.

8. Force Majeure

Heaven Swallow Trade LLC shall not be held responsible for shipping delays, package loss or service interruptions caused by uncontrollable force majeure events, including natural disasters, port labor strikes, customs lockdowns, global logistics crises, pandemic travel restrictions and other third-party incidents outside our reasonable control.