Store FAQ
Have a question about your order?
store@puppetmusic.net
be sure to reference your order number.
How are orders prioritized?
Orders are processed on a first-come, first-serve basis based on the date and time the order is placed, and payment is successfully processed.
How long until my order ships?
Standard orders are processed and shipped within 7 business days. Pre-sale items differ for each item, but generally take 5-7 weeks to ship (unless otherwise noted), as these are made-to-order. You will receive your order tracking information via email once your order has shipped. It usually takes 24 hours for shipment details to appear under your tracking number.
Do you ship internationally?
YES. At this time we ship to around 28 countries. You can select available countries in checkout.
Do duties, VAT and excise taxes apply to my international order?
YES. Addresses outside the United States may have additional handling fees applied to your order as well. You will also be responsible for paying any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any shipment we send to you.
OUR RETURN & EXCHANGE POLICY (rev. Oct 2022)
Standard & Domestic Orders
Refunds are accepted only due to manufacturing defects within 30 days from your original order date on orders shipped within the United States only. Items must be in perfect condition, and must not show signs of ware. We allow size exchanges on standard orders requested within 30 days of your original order date for orders within the United States (excludes pre-sale items and international orders). Sizes are subject to availability at the time an exchange is requested. If your newly desired size or style is not available at the time you request an exchange, and additional stock is not available, you may be eligible for a refund. Restocking fees and additional shipping and handling may apply.
International Orders
At this time we are unable to provide international returns or exchanges for any address outside of the United States.
Pre-Orders
Pre-orders, also known as “pre-sales” do not qualify for return, or exchange. Pre-orders refer to ordering a product before it has been produced. It means that these items are being exclusively manufactured solely for your order. For this reason, all sales of these products are final at the time of purchase.
Customer satisfaction is important to us, you can request a refund or exchange by contacting store@puppetmusic.net