General Shipping Information

We ship all over the world using USPS. 

For International Deliveries, we only work with the US Postal Service, and in certain circumstances UPS. 

How long will it take to deliver your order?

Orders are processed and out for shipment within 48 hours of your order. Once out, add...

7 to 10 business days with Express Mail International

7 to 14 business days Priority Mail International

Up to 4 weeks with First Class Mail International to Canada, Mexico, and the United Kingdom

Up to 10 weeks with First Class Mail International and UPS Innovations to all other countries

An Important Note Regarding Tracking:

Please note that you will NOT be given a real-time tracking number for your order. You will receive a shipment confirmation that includes a tracking number which simply lets you know USPS has received the package. The tracking results on USPS/UPS Innovations will NOT be updated while your shipment is en route, so please kindly allow the full time noted above before contacting us about delays. Once the package arrives in the destination country, it is processed by the customs authorities. Tracking will be updated once the package has been processed.

US Domestic Shipping Policy

At this time, Puppy Culture ships merchandise to locations within the United States and U.S. territories, including Alaska, Hawaii, Puerto Rico, Guam, and the US Virgin Islands by First Class Mail with Delivery Confirmation Tracking.  Orders over 13 ounces in weight (typically greater than a 6 - DVD disc package) require Priority Mail rates.  Applicable shipping and handling fees may be charged, as indicated at the time of purchase.

 

US Domestic Lost Shipment Policy

Puppy Culture will notify you by e-mail that your video order has shipped.  If after an appropriate period elapses your video order appears to be lost in transit, please notify us by e-mail.  While we don't control the postal service, we should be able to track your package to its last scan point, and determine the cause of the delay.

Since we use First Class Mail with Delivery Confirmation and Tracking, it is possible to track and locate a so-called "lost package".  If we determine that a package was not delivered due to our error, we will send a replacement shipment at no additional cost to you.

If instead the loss was due to an error on the part of the customer, Puppy Culture will send a replacement shipment at the duplication cost of $5.00 per DVD (disc), plus applicable shipping and handling fees. In the alternative, either Puppy Culture or purchaser may decide to cancel the order. If upon agreement the order is canceled, the difference between the actual purchase price and the replacement price ($5.00 per DVD (disc) plus shipping and handling fees) will be refunded.

 

International Shipping Policy

Puppy Culture ships merchandise to International destinations using International First Class Mail with Delivery Confirmation Tracking.  Additional fees may apply.  Please contact us by e-mail for custom shipping cost quotations using alternative carrier services (FEDEX).

We are advised by the US Postal service that the tracking number assigned for International First Class Mail does not guarantee delivery confirmation, since some countries do not use the same tracking system as the US Postal service.  However, we should be able to track to the last known recipient (which may be the customs agent), if a package is not delivered.

FEDEX is the most reliable for International Shipping. If you wish to be completely certain that you will receive your video order - and be able to track it - then we encourage you to use Fedex.  The prices are a bit expensive, but the reliability and timely service is unmatched.

Customs and import duties may be applied to International orders when the shipment reaches its destination. Such charges are the responsibility of the recipient of your order and vary from country to country. Contact your local customs office for details.

Shipping laws are different in each country. It is your responsibility to check with your Customs office to verify whether the country to which you are shipping permits the shipment of our products. Puppy Culture is not responsible for any direct, indirect, punitive, or consequential damages that arise from improper international shipping practices.


International Lost Shipment Policy

Puppy Culture will notify you by e-mail that your video order has shipped.  If after an appropriate period elapses your video order appears to be lost in transit, please notify us at mark@madcap-productions.com  While we don't control the postal service, we should be able to track your package to its last scan point, and determine the cause of the delay.

Since we use International First Class Mail with Delivery Confirmation and Tracking, it is possible to track and locate a so-called "lost package".  If we determine that a package was not delivered due to our error, we will send a replacement shipment at no additional cost to you.

If instead the loss was due to an error on the part of the customer, Puppy Culture will send a replacement shipment at the duplication cost of $5.00 per DVD (disc), plus applicable shipping and handling fees. In the alternative, either Puppy Culture or purchaser may decide to cancel the order. If upon agreement the order is canceled, the difference between the actual purchase price and the replacement price ($5.00 per DVD (disc) plus shipping and handling fees) will be refunded.

 

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