Frequently Asked Questions
What countries do you ship to?
We ship worldwide for all products except Puku Pals backpacks! If you're trying to order a Puku Pals backpack, click here to see the list of countries we can ship to.
How much does shipping cost?
Shipping is free for all customers in the United States. International shipping costs vary depending on city. If you're an international customer, you can calculate your shipping costs at checkout. Simply add the items you want to your shopping cart, then fill out your address on the checkout form. A calculator will appear at the bottom of the page to tell you the costs.
Why is the checkout form telling me no shipping methods are available?
There are two reasons why you would encounter "no shipping methods available" on the checkout form.
Reason #1: you're trying to order a Puku Pals backpack to an international country. Unfortunately, we can only ship Puku Pals backpacks to around 30 countries at the moment. If your country is not on our shipping list, no shipping methods will be available.
Reason #2: your address is entered incorrectly. If you're absolutely sure your address is entered correctly and you're still not shown any shipping methods, please contact us.
Do international customers have to pay customs fees?
We are unable to control the taxes and customs fees you may encounter when receiving you order. Please make sure you are aware that your package may be held at customs until someone claims it and additional charges may apply.
Why won't my tracking information update?
USPS may sometimes delay updates on their tracking information for international shipments. If you attempt to track your shipment and do not see any updates in several days, we'd recommend contacting your local USPS store for more information. As a tip, we have found that USPS Priority Mail Express International is updated most often compared to USPS's other methods.