Pacey's Pond Shipping Policy

SHIPPING DESTINATIONS

We ship to the following countries:

  • USA
  • Canada
  • United Kingdom
  • Australia
  • New Zealand
  • Japan
  • Switzerland
  • Norway
  • Liechtenstein
  • Iceland
  • European Union Countries

*Currently not all products ship to all shipping destinations. 

SHIPPING - GENERAL TIME FRAMES

  • The estimated shipping times are displayed on each product page.

    The following time frame is provided for reference purposes only and is not a shipping time guarantee:

    Shipping times for the following regions (shipping times vary by product):

    • United States - 2 to 9 business days
    • Canada: - 6 to 30 business days
    • United Kingdom - 4 to 30 business days
    • Australia - 4 to 30 business days
    • New Zealand - 7 to 30 business days
    • Japan - 5 to 30 business days
    • Switzerland, Norway, Liechtenstein, Iceland - 6 to 30 business days
    • European Union (*differs per country) - 7 to 30 business days

  • Please note:

    • Some regions, states, and/or provinces may experience lengthier shipping times
    • Monday through Friday are considered business days
    • Saturday and Sunday are not considered business days
    • Regional holidays will affect shipping times depending on location
    • Shipping times can vary and should be considered as a general guideline
    • Some products may require longer shipping times
    • Products should arrive within 60 business days
    • Arrival times are not guaranteed

  • SHIPPING RATES

    Shipping rates are automatically calculated during the check out process. To find out the shipping rate for a particular purchase, simply add your product(s) to your cart and proceed with your order. The final shipping charge is determined by the type of product(s), the number of products, and the destination of your order.

  • PROCESSING TIME

    After placing an order, payment will undergo a verification and authorization process.

    Once payment is approved, the processing time for an order may range between 2 to 7 business days.

    The processing time may extend up to 10 business days under special circumstances.

  • CUSTOMS FEES & TAXES

    Customs fees and additional charges may be applicable depending on shipping location.

    The customer is solely responsible for payment of the following:

    • Any applicable customs fees, import duties, taxes or any other charges
    • Charges incurred if shipment is refused upon delivery

    The above-stated fees are non-refundable.

  • GENERAL INFORMATION

    To ensure proper package delivery and arrival within the projected time frame, it is the responsibility of the customer to verify that all order information is accurately entered and that a valid mailing address is clearly provided.

    The customer is solely responsible for lost, misplaced, or incorrectly delivered packages as a result of  having provided incorrect address information and/or improper data entry at the time of purchase.

    Shipments cannot be delivered to the following marked addresses: PO Box, APO, and FPO.

    Please note: After submitting an order, no changes can be made to modify the existing order.

  • SHIPMENT TRACKING

    Once an order has been shipped, we send an email to the customer with all the necessary tracking information.

    This email will include a tracking number, as well as a link to the carrier's website where the customer can track their package in real-time. This way, the customer can stay up-to-date with the status of their order and know exactly when to expect it to arrive.

    We understand that waiting for a package can be an anxious time, especially when it's something you're excited about receiving, so we do everything in our power to make the process as stress-free as possible. By providing our customers with comprehensive tracking information, we hope to give them peace of mind and help them feel confident in their purchase.

DELIVERY CLAIMS

Claim A: Carrier Concern

  • Carrier Tracking Status “Pending”
  • Carrier tracking information status confirmed as shipment “pending”
  • Shipping times can vary and should be considered as a general guideline
  • Arrival times are not guaranteed
  • The customer is responsible for contacting the carrier to place an inquiry into an unreceived shipment confirmed as status “pending” on the tracking information
  • A refund and/or exchange is not provided for an unreceived package claim confirmed by the carrier as status “pending”
  • No delivery claim option available

Claim B: Carrier Error

  • Carrier Tracking Status “Delivered”
  • Carrier tracking information status confirmed as shipment “delivered”
  • The customer is responsible for contacting the carrier to place an inquiry into an unreceived shipment confirmed as status “delivered” on the tracking information
  • A refund and/or exchange is not provided for an unreceived package claim confirmed by the carrier as status “delivered”
  • No delivery claim option available

Claim C: Customer Error

  • Carrier Tracking Status “Undelivered”
  • Carrier tracking information status confirmed as shipment “undelivered”
  • The customer is responsible for verifying that all order information is accurately entered and that a valid mailing address is clearly provided
  • The customer assumes liability for a lost, misplaced, or incorrectly delivered package as a result of having provided incorrect address information and/or improper data entry at the time of purchase
  • A refund and/or exchange is not provided for an unreceived package claim confirmed by the carrier as status “undelivered” due to a lost, misplaced, or an incorrectly delivered package resulting from customer error
  • No delivery claim option available

Claim D: Customer Error

  • Carrier Tracking Status “Refused or Unclaimed”
  • Carrier tracking information status confirmed as shipment “refused or unclaimed”
  • The customer assumes liability for a refused or unclaimed package that is shipped back to the company warehouse
  • A refund and/or exchange is not provided for an unreceived package claim confirmed by the carrier as status “refused or unclaimed” that is shipped back to the company warehouse
  • No delivery claim option available

Claim E: Customer Error

  • Carrier Tracking Status “Return-to-Sender”
  • Carrier tracking information status confirmed as shipment “return-to-sender”
  • The customer is responsible for verifying that all order information is accurately entered and that a valid mailing address is clearly provided
  • The customer assumes liability for a return-to-sender package that is shipped back to the company warehouse as a result of having provided incorrect address information and/or improper data entry at the time of purchase
  • A refund and/or exchange is not provided for an unreceived package claim confirmed by the carrier as status “return-to-sender” that is shipped back to the company warehouse resulting from customer error
  • Delivery claim option available
  • Additional charges for package reshipment will apply

Claim F: Carrier and/or Company Error

  • Carrier Tracking Status “Return-to-Sender”
  • Carrier tracking information status confirmed as shipment “return-to-sender”
  • A refund and/or exchange is not provided for an unreceived package claim confirmed by the carrier as status “return-to-sender” that is shipped back to the company warehouse
  • Delivery claim option available
  • No additional charges for package reshipment

Claim G: Company Error

  • Carrier Tracking Status “Undelivered”
  • Carrier tracking information status confirmed as shipment “undelivered”
  • An exchange can be provided for an unreceived package claim confirmed by the carrier as status “undelivered” due to company error
  • Delivery claim option available
  • No additional charges for order fulfilment

FILING A DELIVERY CLAIM

To begin the delivery claim process, please contact Customer Service within five (5) calendar days of the delivery date (as per the tracking information) by using the “Contact Us” form. In the comment section write the following subject header “Purchased Item Delivery Claim Request” and provide a short explanation of your concern. Please remember to provide a valid return email address when placing a request. 

A customer service representative will receive the request and reply within 48 hours to the given email address with instructions on next steps.

Please be advised that the review process of a delivery claim request may take up to 30 days.

RESERVED RIGHTS

Please be advised that the customer’s shipping and billing address will be verified during order processing.

It is the responsibility of the customer to provide a matching shipping and billing address.

If the customer’s shipping and billing address do not match, order fulfilment may not be possible.

Pacey’s Pond reserves all rights to define, limit, refuse, reject, and/or cancel orders and/or service from the customer and/or entity at the company’s discretion including, but not limited to, the subsequent reasons:

  • Pattern of repetitive exchange requests by the customer and/or entity
  • Exchange requests for items used, altered, and/or damaged by the customer and/or entity
  • Suspicion of potentially fraudulent or criminal activity by the customer and/or entity

Disclaimer

Pacey’s Pond reserves the right to make any and all amendments to this policy at any time. Statements of any changes to this policy will be published within this policy and on this page.