Shipping policy

All orders are processed within 1–3 business days, excluding weekends and public holidays. During peak periods, promotions, or product launches, processing times may be slightly extended. Once your order has been dispatched, you will receive a confirmation email with tracking details. Delivery timeframes provided at checkout are estimates only and may vary depending on location, carrier performance, and external factors outside our control.

Australian orders are shipped via Australia Post or a trusted courier partner. Standard shipping within Australia generally takes between 3–10 business days, while express shipping typically arrives within 1–3 business days. International orders are shipped to most countries worldwide, with estimated delivery times of 7–20 business days for international standard shipping and 3–10 business days for international express shipping. International delivery times may vary due to customs clearance, local postal services, or destination-specific delays.

Shipping rates are a fixed rate based on the destination, parcel weight, and selected shipping method. Any promotional shipping offers or free shipping thresholds will be clearly displayed at checkout at the time of purchase.

All orders are sent with tracking unless otherwise stated. Tracking information will be provided once your order has been dispatched, and tracking updates may take up to 24 hours to appear. Once an order has been handed over to the carrier, responsibility for delivery timing lies with the shipping provider, and we are not responsible for delays caused by the carrier or customs authorities.

International orders may be subject to customs duties, VAT, GST, or import taxes imposed by the destination country. These charges are not included in our product prices or shipping fees and are the responsibility of the customer. We do not collect or remit international taxes or duties unless explicitly stated at checkout, and we are not responsible for delays or fees resulting from customs clearance processes.

Customers are responsible for providing accurate and complete shipping information at checkout. We are not liable for orders delivered to an incorrect or incomplete address supplied by the customer. If a parcel is returned to us due to an incorrect address, refused delivery, or failed delivery attempt, additional shipping fees may apply to resend the order.

Once a parcel is marked as delivered by the carrier, we are not responsible for lost or stolen items. If your order appears to be lost or significantly delayed in transit, please contact us and we will assist where possible by lodging an enquiry with the carrier, though resolution timelines are determined by the carrier.

If an item arrives damaged, you must contact us within 48 hours of delivery and provide clear photographic evidence of the damage and packaging. Claims submitted outside this timeframe may not be accepted. Approved claims may result in a replacement or refund at our discretion.

We accept returns within 14 days of delivery, provided items are unused, unworn, in original condition, and returned with all original packaging and tags attached. Return shipping costs are the responsibility of the customer unless the item is deemed faulty. We do not offer direct exchanges; approved returns will be refunded, and customers may place a new order if desired.

Refunds are processed once returned items have been received and inspected. Approved refunds will be issued back to the original payment method within 5–10 business days. Original shipping fees are non-refundable. Sale items, clearance items, and gift cards are not eligible for return unless faulty.

If you have any questions regarding shipping, returns, or your order, please contact us at support@pufiee.com and we will assist you as soon as possible.