At Puffin, we strive to create products that blend protection with thoughtful design. Your experience matters to us — from the moment you place your order to the day it arrives at your door.

We stand behind the quality of our products and aim to make every purchase smooth, transparent, and secure.

Please review the details of our shipping and returns policy below.

Shipping Policy

Processing Time

All orders are processed within 1–3 business days (excluding weekends and public holidays).

You will receive a confirmation email once your order has been dispatched.

During high-volume periods, processing times may be slightly extended.

Shipping Timeframes

Estimated delivery times:

• Australia: 3–8 business days
  
• New Zealand: 5–10 business days
  
• International: 7–15 business days
  

Please note that delivery times are estimates and may vary due to carrier delays, customs processing, or peak seasons.

Tracking

Once your order has shipped, you will receive a tracking number via email. Please allow up to 24 hours for tracking updates to appear.

Incorrect Addresses

Please ensure your shipping address is correct at checkout. We are not responsible for orders shipped to incorrectly entered addresses.

If you notice an error, contact us immediately at:

thepuffinstore.co@gmail.com

Returns Policy

We stand behind our products and want you to be fully satisfied with your purchase.

Eligibility for Returns

You may request a return within 30 days of receiving your item.

To be eligible:

• Item must be unused and in original condition
  
• Item must be in original packaging
  Proof of purchase is required
  

Non-Returnable Items

• Items purchased during promotions/discounts, clearance, or marked as “Sale” / “Final Sale” are not eligible for returns or refunds for change of mind.
  
• Used or damaged items not due to our error
  

Return Process

1. Email us at thepuffinstore.co@gmail.com with your order number and reason for return.
   
2. Once approved, you will receive return instructions.
   
3. Customers are responsible for return shipping costs unless the item is defective or incorrect.
   

We recommend using a trackable shipping service, as we are not responsible for lost return parcels.

Refunds

• Sale / Final Sale items are not refundable for change of mind, except where required by law (for example, if an item is faulty, damaged on arrival, or incorrect).

• Once your return is received and inspected, we will notify you of the approval status.

• If approved, your refund will be processed to your original payment method within 5–10 business days.

• Shipping fees are non-refundable.

Damaged or Incorrect Items

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery with:

• Your order number
  
• Clear photos of the issue
  

We will arrange a replacement or refund at no additional cost.

Exchanges

We currently do not offer direct exchanges.

If you need a different item, please return the original item and place a new order.