How do I place an order?
Orders may be placed through our secure website at www.puddlekins.com. Please select the appropriate style and quantity on the individual product page and follow the checkout instructions.
SHIPPING
How much does shipping cost?
Shipping cost will be determined based on size and weight of the package. This will be calculated for you at checkout. Discounted shipping is available for multiple items.
What are my shipping options?
All packages are shipped through Canada Post, Expedited parcel. For faster delivery, Xpress Post is available at additional cost. Please contact us if you would like to ship via Xpress Post. Both include tracking numbers and insurance up to $100 CDN.
Do you ship outside the US/Canada?
Sorry, we do not ship outside of North America at this time.
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RETURNS & EXCHANGES
What is your return policy?
We’re sure you’ll love your Puddlekins items, but just in case you’ve had a problem with sizing or are dissatisfied for any other reason, we will be happy to accommodate returns and exchanges within 20 days from the shipping date. Merchandise must be unused and in its original condition. Please note that all returns are subject to a 20% restocking fee and that shipping/handling fees and gift wrapping charges are non-refundable. Re-shipping charges are applied in the case of exchanges, unless the exchange is due to an error on our part.
How do I return an item?
To return/exchange an item, please contact Puddlekins via email at customerservice@puddlekins.com and we'll get back to you A.S.A.P! No COD returns or returns without an RA number will be accepted. Once you have received an RA number, return your items via UPS, FedEx or insured parcel post to:
Puddlekins Luxury Baby Boutique
P.O. Box 21094, Westwood Postal Outlet
Coquitlam, BC V3E 3P9
We are not responsible for non-receipt of returns that cannot be tracked, nor can we confirm receipt of a return/exchange until it has been processed.
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PAYMENT OPTIONS
Is it safe to use my credit card for purchases?
The security of your information, transactions, and money is very important to us, which is why all Puddlekins purchases are done through PayPal.
As per PayPal’s security statement:
”PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Before you even register or log in to our site, our server checks that you're using an approved browser - one that uses SSL 3.0 or higher. Once your information reaches us, it resides on a server that is heavily guarded both physically and electronically. Our servers sit behind an electronic firewall and are not directly connected to the Internet, so your private information is available only to authorized computers.”
Are there other ways to pay?
For your security and peace-of-mind, currently, all payments go through PayPal. This is done automatically by using our check-out system.
Do I have to pay sales tax?
Sales tax will only be assessed on packages going to Canadian addresses. Shipments to addresses in the US are tax-exempt! Yippee!
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ORDER TRACKING
How can I track my order?
Once your package leaves our warehouse, we’ll send you an e-mail to let you know it’s on the way. At that time, you’ll receive a tracking/reference number for Canada Post. You can use this number to track your package online at www.canadapost.ca.
When will my order arrive?
Please refer to the table below for approximate shipping times.
| Destination |
Method |
Estimated Shipping Time |
| USA |
Expedited parcel
Xpress Post |
5-10 Business Days
3-6 Business Days |
| Canada |
Expedited parcel
Xpress Post |
3-6 Business Days
2-3 Business Days |
Keep in mind that our warehouse is located in British Columbia, so depending on where you live your package could arrive sooner than estimated.
My package should’ve arrived by now, but it hasn’t. What do I do?
If your package is late in arriving, please double-check the status of your shipment. (See "How can I track my order?" above.)
If you have double-checked your shipment status and are still wondering where your package is, don’t worry. Simply contact our customer service department and we will be happy to assist you.
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OUT OF STOCK ITEMS
Will out-of-stock items come back?
Some of our items are so popular that it’s hard to keep up with the demand. If there’s an item that you want but we don’t have it in your size or fabric, just send us a note at customerservice@puddlekins.com and we’ll email you as soon as they’re in stock. In the event that we’ve decided to discontinue the item, we’ll let you know that too.
Can I pre-order something that’s out-of-stock?
Certainly, as long as the item has not been discontinued, we would be happy to process your order. Just like any other order, payment is expected upon confirmation of order. The only difference is that you will receive an estimated date of delivery. Sure, our one-of-a-kind items are well worth the wait but we’ll still make every effort to get your item to you as soon as possible.
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