Refund Policy

Please note that once the product is shipped, it is out of our control. If your product takes a few extra days to arrive, we sincerely apologize for any inconvenience.

For orders with multiple items, products may be shipped separately and received on different dates due to differences in manufacturing partners’ locations.

Returns

Please note that we do not offer free returns for items. It is important to check your order carefully before completing your purchase. If you receive a damaged product, we do not offer free refunds, but we will provide a free replacement. To request a replacement for a damaged product or to discuss any other concerns, please contact us at info@puffsnugs.com Products must be sent to our business address for returns.

Our business address is in the Netherlands. For more address information, please contact on our CONTACT PAGE

Refunds and Replacements

We have a 14-day guarantee starting from the day you receive your products.

Tracking

All orders are processed with tracking numbers. You will receive an email with the tracking number when your order is dispatched to the carrier's sort facility.

For some shipping companies, it can take several days for the tracking information to update in the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Duties, Taxes, and Other Fees

International shipments may be subject to import taxes, duties, and/or customs clearance fees, which are levied once a shipment reaches the recipient's country. These fees are the sole responsibility of the recipient. PuffSnugs has no control over these charges, nor can we predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs incurred.

Customs policies vary widely by country. If you have questions, we recommend that you contact your local customs office for more information.

Lost/Stolen/Damaged Packages

PuffSnugs is not responsible for lost, stolen, or damaged packages. If your tracking information states that your package was delivered to your address and you have not received it, please report it and/or file a claim with your respective shipping carrier.

Note: We utilize the timestamp information from the tracking link and delivery confirmation from the carrier when reviewing damage or return requests, and we may not be able to honor your claim if it is not reported.

Wrong Address Disclaimer

It is the responsibility of the buyer to ensure that the shipping address entered is correct before submitting an order. We start working on your order immediately, so we are unable to make any changes to an order after it has been placed. If the order has already been processed through our shipping department, we cannot retrieve it for an address change.

Questions?

If you have any questions regarding your delivery or return, please contact us for more information or contact us at info@puffsnugs.com