Shipping & Shipping Protection FAQ
Support / FAQ
Shipping
Find answers about dispatch, delivery, tracking, shipping fees and optional Shipping Protection.
Where will my order be shipped from?
PUFFIT fulfills orders through warehouses in the United States, United Kingdom, Germany, and China. Your order may be dispatched from any of these locations depending on the destination, product availability, and current logistics conditions.
How long does order processing take?
In-stock orders are generally processed and dispatched within 1–3 business days after order confirmation. Processing may take slightly longer during peak shopping seasons, promotional events, public holidays, or periods of unusually high order volume. Once your order has been dispatched, you will receive a shipping confirmation email with tracking information.
What are the estimated delivery times after dispatch?
United States: 8–10 business days
United Kingdom: 5–8 business days
Germany, France, Netherlands & Belgium: 8–10 business days
Ireland, Spain, Italy & other major European countries: 9–12 business days
Other international destinations: 9–12 business days
These estimates apply to in-stock items only and do not include order processing or pre-order preparation time.
Are the estimated delivery times guaranteed?
No. Shipping times are estimates rather than guaranteed delivery dates. Delivery may take longer during peak seasons or because of customs clearance, carrier operations, local holidays, severe weather, strikes or labor disruptions, transportation interruptions, or other circumstances outside our reasonable control.
Can I track my order?
Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information. You can also track your order through your account on the PUFFIT website.
What should I know before ordering a pre-order item?
Pre-order items are not ready for immediate dispatch and require additional preparation time. The applicable preparation time is displayed on the product page. Express Shipping only speeds up transit after dispatch and does not shorten order processing or pre-order preparation time.
How is the delivery time for a pre-order item calculated?
Estimated total delivery time for a pre-order item is the preparation time shown on its product page plus the estimated shipping time for your destination.
Can Express Shipping shorten order processing or pre-order preparation time?
No. Express Shipping only speeds up transit after dispatch. It does not reduce normal order processing or pre-order preparation time. Availability, fees, and estimated Express transit time are displayed at checkout, and Express delivery times are estimates rather than guarantees.
What are the Standard Shipping fees and free-shipping thresholds?
Tracked Standard Shipping is free for eligible orders above the destination threshold. Current rates are: Ireland, Germany, Spain, France, and Other Europe—€5.99 below €99 and free above €99; Norway—kr 59 below kr 1059 and free above kr 1059; United Kingdom—£4.99 below £99 and free above £99; United States—$6.99 USD below $129 USD and free above $129 USD; Canada—$9.99 CAD below $199 CAD and free above $199 CAD; Australia—$9.99 AUD below $199 AUD and free above $199 AUD; Singapore—$8.88 SGD below $164 SGD and free above $164 SGD; Switzerland—5.99 CHF below 95 CHF and free above 95 CHF. The applicable option and fee are displayed at checkout.
How much does Express Shipping cost?
Where available, current Express Shipping fees are kr 319 for Norway, €28 for Other Europe, £18 for the United Kingdom, $20 USD for the United States, $26 CAD for Canada, $20 AUD for Australia, $25 SGD for Singapore, and 26.99 CHF for Switzerland. Availability and the final fee are shown at checkout.
What circumstances outside PUFFIT's control may delay delivery?
International shipments may be delayed by customs clearance, carrier operations, local holidays, severe weather, strikes or labor disruptions, transportation interruptions, or other circumstances outside PUFFIT's reasonable control. Delivery times are estimates rather than guaranteed dates. Nothing in the Shipping Policy limits any statutory consumer rights that apply under the laws of the customer's country or region.
What should I do if my order is delayed?
Check the latest tracking information first. If there has been no update for an extended period or the shipment appears unusually delayed, contact service@puffit.com for assistance.
Shipping Protection FAQ
What is Shipping Protection?
Shipping Protection is an optional, order-level service powered by Xcotton. Subject to Xcotton's terms, it covers eligible package loss, transit damage, courier misdelivery and qualifying delivery delays. It is separate from PUFFIT's product warranty and return policy.
What does Shipping Protection cover?
Eligible shipping issues may include:
- A package that is lost in transit
- A package marked as delivered but not received, when the required supporting evidence is provided
- Damage that occurs during transit
- Delivery to the wrong address by the courier when the customer supplied the correct address
- A qualifying delivery delay
Every claim is subject to Xcotton's terms, exclusions and evidence requirements.
How do I add Shipping Protection to my order?
When Shipping Protection is available, select it at checkout before completing your order. The fee is calculated from the order value and shown in your order total. Protection applies only to the products in that order and cannot be purchased separately after checkout.
How do I file a claim?
File the claim through the official Xcotton Claims Center at Xcotton Claims Center. Follow the portal prompts and use the email address connected to your PUFFIT order. Have your order number or Shipping Protection Plan ID ready. You may also use the claim link in your Xcotton confirmation email.
What evidence may Xcotton request?
The required evidence depends on the issue. Xcotton may request carrier records or a carrier letter, a police report or security footage for a delivered-but-not-received package, and clear photos of a damaged item, its packaging and the shipping label. Submit clear and complete evidence to avoid delays.
How long do I have to file a claim?
Submit a claim as soon as you identify the issue. Xcotton's current public terms set these deadlines:
- Domestic packages not marked as delivered may be treated as lost 30 days after shipment. The claim must be reported within 90 days after the shipment date.
- International packages not marked as delivered may be treated as lost 60 days after shipment. The claim must be reported within 90 days after the shipment date.
- A package marked as delivered but not received must be reported within 7 days after tracking changes to delivered.
- Transit damage and courier misdelivery must be reported within 7 days after tracking changes to delivered.
What happens after I submit a claim?
Xcotton reviews the evidence and decides the claim. For an eligible loss or damage claim, Xcotton may provide a replacement or refund up to the original purchase value of the covered item, subject to its terms. Shipping costs and the Shipping Protection fee are not included in that item value. PUFFIT can help provide order information but does not decide the claim.
Is delivery delay covered?
A qualifying delivery delay may receive a one-time predetermined payment. Xcotton's current public terms cap this benefit at USD 10 or the equivalent in another currency. Eligibility and the final amount are determined by Xcotton under the applicable terms.
What is not covered?
Common exclusions include:
- An incorrect or incomplete address entered at checkout
- A parcel that was never shipped or remains at label-created or pre-shipment status
- Government seizure, detention or confiscation
- Recipient refusal or return to sender, except where the return is caused by documented damage
- A pre-shipment issue or inherent product defect
- The wrong item, colour, style or size
This list is not exhaustive. Review the full terms at Xcotton Shipping Protection Terms.
Can I cancel Shipping Protection?
If your order has not shipped, contact PUFFIT at service@puffit.com to request cancellation and a refund of the Shipping Protection fee. Once the order has shipped, Shipping Protection cannot be cancelled.
Who should I contact for help?
For a Shipping Protection claim, use the Xcotton Claims Center at Xcotton Claims Center. For PUFFIT order details, product questions, returns or issues that are not shipping claims, contact PUFFIT at service@puffit.com.
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