Shipping policy
SHIPPING
Shipping and order processing will take at minimum 4- 6 business days to be processed and packaged before they are shipped out of our warehouse. Once your order has shipped, it will ship via the shipping method selected and paid for at checkout. Please note that some orders may contain custom items that are being produced in house and could possibly take more time to complete and ship.
The Pudgy Pony is NOT responsible for:
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Delays with UPS shipping
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Products that are lost or damaged in the mail. The US Postal Service or UPS will be responsible once we ship the packages.
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Products marked delivered by the Post Office. You will need to contact your local Post Office to obtain information regarding your package.
If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.
All our shipments include Tracking with Delivery Confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
Carrier Contact Numbers:
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USPS: 1-800-275-8777
- UPS: 1-800-742-5877
We are NOT responsible if the package is not delivered in the guaranteed shipping times as it may take 1-2 business days to process the order and we cannot be held liable for USPS guarantees. If the item is not delivered in time, please contact USPS (1-800-ASK-USPS). We will NOT refund additional shipping charges if USPS fails to meet their guaranteed shipping times.
WRONG ADDRESS DISCLAIMER:
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. We do our best to speed up processing and shipping times, hence there is a very small-time gap to cancel/change your order or to change the address of the order. If you decide to cancel your order or change your shipping address, please write to us at pudgyponythrift@yahoo.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so. If our shipping staff contacts you regarding an incorrect address and a reply is not received from the customer within 24 hours, the order will be cancelled and refunded.
DEFECTS OR PROBLEMS WITH YOUR ORDER?
• If you have received an item with any problems or defects, please contact us within 6 DAYS to inform us of the issue. If we are not notified within 6 days of receiving the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your email.
• We are not responsible for damages to clothing caused by improper care or handling, or incorrect sizing.
• Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.
International
The Pudgy Pony DOES NOT ship internationally or process orders outside for the US
DEFECTIVE/DAMAGED ITEMS PROCESS
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Use your smartphone to take pictures of the defective or damaged area and email the images to pudgyponythrift@yahoo.com
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Indicate "Defective" or "Damaged" in the subject line.
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Include the first and last name, order #, and product code/name of the item.
You will receive a response from our customer service support team within 24-72 hours.
Products in our "Thrift" collection are nonrefundable and non-exchangeable including shipping charges.