Shipping policy
WE SHIP WORLDWIDE
Pull The Plug Patches is an Australia-based company that ships everywhere in the world directly from our warehouse in Shanghai, China. We use well known mail and parcel carriers (such as USPS, China Post, Australia Post, Fed Ex, DHL and UPS) and only use trackable shipping methods. While tracked shipping is more expensive than untracked options, it provides better assurance that your order will not be lost in the mail.
SHIPPING METHODS
Our shipping methods vary based on the contents of your order and the location we are shipping to. Current options will be offered during the checkout process.
SHIPPING PRICES
Shipping rates can and do change all the time and without notice. The tracked shipping amounts are region and country specific based on both weight and volume. We have no control over the shipping prices set by mail carriers and couriers, but we do try our best to provide our customers with the most economical options possible.
FULFILMENT TIMES
Aside from orders that contain preorder items, the majority of orders ship within 1 to 7 business days (i.e., excluding weekends and public holidays). Preorder ship dates are estimated on our product pages, and please also see our Preorder Policy for further details.
CUSTOMS, DUTIES, & TAXES
International shipments may incur customs fees, import duties and taxes which are entirely the responsibility of our customers. Pull The Plug Patches will not reimburse customers for any such fees. We cannot possibly know the regulations for each country, and thus it is your responsibility as a customer to know the local regulations in your own country and to make your purchasing decisions accordingly.
ESTIMATED ARRIVAL TIMES
Once an order has been shipped the delivery of that order is entirely outside of our control. As a customer you entrust us with some money to pay the carrier for shipping services, but we are actually only a middleman. We have no more insight into the workings of mail carriers and couriers than you do.
That said, typical arrival times are as follows...
Asia - 1 to 2 weeks
Australia - 2 to 4 weeks
Europe - 2 to 5 weeks
North America - 2 to 6 weeks
Rest of World - 4 to 8 weeks
Please keep in mind that these are just estimates and delivery times could be sooner or take longer. The length of time a package takes to arrive is entirely outside of our control as we are not the mail carrier. Please don't mistake their service for ours. We are simply an online retailer.
RETURN TO SENDER
Returned items are most often due to an incorrect address or unpaid customs fees or import duties. It is the responsibility of the local mail carrier to notify a recipient of an attempted delivery, and it is the responsibility of the local customs office to notify people of any fees that may be owing. As a third party to these processes, Pull The Plug Patches assumes no responsibility for either of these notifications. If your order is returned it can be resent, but the customer is responsible to pay for the shipping cost of having the order sent again. Alternatively, you will be offered a store credit in the amount of your original order minus the initial cost of shipping.
LOST ORDERS
As we only use tracked shipping options, in the very unlikely scenario that your package is lost we will either replace it or, when that is not possible, we will offer you a store credit. In line with the policies of most global mail carriers, we will not deem a package lost until a minimum of 2 months has passed since the ship date.
ORDER SAYS DELIVERED BUT IS MISSING
If your package indicates "delivered" and you have not received it, please contact your local post office. Often times they will be holding it. It is also a good idea to check with your neighbours, as it may have been delivered to them in error. However, once a shipment is indicated as “delivered” by a carrier it is out of our hands and we assume no further responsibility. Missing or stolen packages after delivery has occurred are a matter that you will have to resolve with the local post office and/or your local police.