FAQs

All US orders are shipped directly from our warehouse in Bennetts Green, NSW, Australia. While shipping is open to the US, customers should expect some delays due to the new US customs laws coming into effect.

As we are currently moving our warehouse back to Australia, shipping delays are inevitable as we wait for inventory to arrive and get set up in our new location. Thank you for your patience, grace, and kindness as we do our best to navigate this difficult process. We will ship your order out as soon as we possibly can, but we are currently looking at 3 to 4 weeks delays in some instances. Please bear with us. We are doing our absolute best. And please remember the any abuse will not be tolerated.

Otherwise, in normal times, all orders placed Monday-Friday are expected to ship within 5 to 10 business days unless otherwise stated on the product description. Occasionally it may take longer as we can get backed up, particularly during holiday season, but we always do our best to ship as quickly as possible.

All "preorder" items have their own unique shipping time frame, so please be sure to read the description before you checkout and keep in mind these are only estimates. We cannot predict manufacturing and shipping delays.

This is an extra package protection option we provide for lost of damaged orders. It gives you complete peace of mind that should there be an unforeseen issue with your order, you will be taken care of in a timely fashion. We strongly recommend that all customers opt to include this option with their orders. All requirements of the policy must be met for us to offer reimbursement or replacements.

See here for more details.

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available/for the postal courier to take an arrival scan of the package to update the status.

You are as the purchaser. Your order may be subject to import duties, customs, and taxes (including GST or VAT), which are incurred once a shipment reaches your destination country. Pull The Plug Patches is NOT responsible for these charges if they are applied and they are your sole responsibility as the customer. Please contact your local post office or customs office for exact rates.

All shipping costs will be displayed at checkout. Costs depend on where you live and the weight of your order. The costs and methods that are provided at checkout include the cost of the postal courier, the packaging, and a small amount to pay our fulfilment fees.

When you check out with an item on “preorder” in your cart, the entire order will ship as one complete package once all the items are available to ship. Remember you will have only paid for shipping once, thus If you want an item ready to ship immediately, it is important that you place a separate order from any other items on preorder.

If your product has arrived defective, destroyed, or otherwise unusable, please contact us via email at contact@pulltheplugpatches.com.

Note that you MUST take photos AND make an unboxing video of the package as proof that the items were damaged or missing prior to delivery. Without BOTH of these two things no refunds or reimbursements will be offered. Again, BOTH the photos and a video MUST be provided, one or the other is not enough.

Please also note that you MUST notify us of a defective or damaged item within 7 days of delivery, otherwise we cannot offer a replacement. Thank you.

Probably not. Please feel free to contact us if your tracking number is not visible through the online tracking portal on our website.

If your package is labeled as "delivered" and you have not received it, you'll have to contact your local post office with your shipping number. Once the package is deemed “delivered”, it is completely out of our hands.

We are NOT responsible for lost or stolen packages after delivery has occurred. This is a matter you will have to resolve with the post office and/or your local police.

No. Just because you ordered something first does not mean it will arrive first. This is not the way that mail works. As strange as it may seem, this is completely normal. The mail system is not a conveyor belt system of first in first out. There are literally a million variables that go into shipping any given package. Think of it like this… If you and your next door neighbour work at the same place and he leaves for work 10 minutes before you but you still arrive first, there is no mystery to this. You drove faster, hit all the green lights, and took a shortcut. Same thing with sending parcels. So, no need to worry, your order is not lost and will get there soon enough, even if it takes the scenic route.

Orders will not be considered lost until a minimum of 60 days (and 90 days for all US orders given the current tariff situation) has elapsed since the shipping date. To give sufficient time for an order to arrive it is only at that stage that a refund will be given or replacement items will be sent. Please note that if you did not choose "Worry-Free Purchase" at the time of checkout we may not be able to help you.

This is a very rare occurrence, and unfortunately we are unable to help you in this situation. When a package says delivered that is the end of our connection to and responsibility for the package. We are not responsible for packages that have been lost or stolen after delivery has occured. We suggest that contact your local Post Office as soon as possible as they may be holding it for you. You should also try contacting your neighbours, as perhaps it was delivered to the wrong address. Failing that you can try contacting the carrier and asking them for further information. If that does not result in anything then you can assume your package was stolen, which is an issue you will have to raise with your local police.

Please note that if you opted to include "Safe Delivery Guarantee" with your order then you may be covered for items that go missing after delivery.

A: We are an Australian based company and all orders ship directly from our base in Bennetts Green, Australia.