Shipping & Delivery Policy

Last Updated: November 2, 2026

At Pubbets, we’re committed to getting your puppet to you safely, with clear shipping information every step of the way. We offer worldwide tracked shipping, whether you’re in a busy city or tucked away off the beaten path.

Note: We have different shipping origins depending on which puppet you order. Processing times, shipping costs and delivery estimates vary by product and destination. Please check the categories below.

1. Retail Puppets & Accessories

Ships from: Our global fulfilment hub in China/Hong Kong.

Our in-stock retail puppets and accessories are ready to ship. We use tracked couriers, with final delivery handled by a local delivery partner.

• Processing time: Usually 1–3 business days for in-stock items.
• Transit time: Typically 5–8 business days to the USA and 7–15 business days to other destinations after dispatch.
• Carrier: Yun Express or a comparable tracked courier.
• Shipping cost: Any applicable shipping charge is shown at checkout. Free shipping applies where advertised for your product and destination.
• Import duties: Prepaid by Pubbets for the international destinations we serve.

Preorders: Preorder products have their own estimated dispatch dates, shown on the relevant product page. Standard processing and transit estimates do not mean a preorder is available for immediate dispatch.

2. Custom & Premium Puppets Shipped from Thailand

Ships from: Pubbets Workshop, Thailand.

Our custom puppets are built one at a time. Your estimated build time is shown on the product page or provided in your individual quote. Build time is additional to shipping time.

If you have a strict deadline, please contact us before ordering so we can assess the available options.

Shipping Options (Custom/Premium)

• Standard Tracked Shipping (Thai Post International):
  • Cost: Shipping charges vary by destination. Your shipping cost is shown at checkout or included in your individual quote.
  • Transit time: Approximately two weeks after dispatch to many destinations. Delivery times vary by country.
  • Tracking: Tracking details are provided by email.
• Express Upgrade (EMS):
  • An EMS upgrade may be available at checkout or by individual quote.
  • Costs and estimated delivery times depend on your destination.
• DHL Express: May be available on request. Contact us for a destination-specific quote and estimated transit time.

Important: Custom and premium puppets shipped from Thailand do not qualify for free shipping promotions unless specifically stated in the listing, promotion or individual quote. Express shipping speeds up transit after dispatch; it does not shorten the build queue unless we expressly agree otherwise.

Where a premium or bespoke order has separately agreed shipping arrangements, your accepted quote or invoice will specify the applicable service and charges.

3. Import Duties

Shipping charges and import duties are separate. Custom and premium orders shipped from Thailand may still have a destination-based shipping charge, shown at checkout or included in your quote.

If a carrier or customs office requests an additional import payment, please email info@pubbets.net with your order number and a copy of the notice before paying, so we can investigate.

4. Delivery Estimates at a Glance

Transit estimates exclude processing and production time. Business days exclude weekends and public holidays. Customs inspections, peak-season demand, weather and local delivery conditions may affect arrival dates.

Delivery deadlines: Dates are estimates unless we expressly agree to a guaranteed date in writing. Seasonal order cutoffs apply only to the products, destinations and shipping services specified in the offer.

Orders containing products with different shipping origins or availability dates may arrive in separate parcels.

5. Order Tracking & Delivery Issues

• Tracking: We will email your tracking details when they become available. You can also use the Track Order link on our website. Tracking may take time to show its first carrier scan.
• Shipping labels: A tracking number or shipping label does not by itself confirm that the carrier has received your parcel. Check the carrier’s acceptance scan and subsequent tracking updates for shipment progress.
• Address changes: Please double-check your address at checkout. If you notice an error, contact us immediately. We will try to help, but changes may not be possible once an order has entered fulfilment or been handed to the carrier.
• Returned parcels: If a parcel is returned because of an incorrect or incomplete address, an unclaimed delivery or a refused parcel, additional shipping charges may apply before reshipment. We will explain any applicable charges before arranging another delivery.
• Delayed or lost parcels: If tracking stops updating or your parcel is significantly overdue, contact us with your order number. We will investigate with the carrier and work with you on an appropriate resolution.
• Marked delivered but missing: Check with household members, neighbours and your local delivery provider, then contact us if the parcel cannot be located.
• Damage: If your parcel or puppet arrives damaged, please contact us with your order number and photographs of the item and packaging so we can investigate.

Nothing in this policy limits your rights under applicable consumer law.

Need Help?

Got a deadline? Unsure about shipping costs or build times? Tap the chat button or email us at info@pubbets.net.

Thanks for choosing Pubbets. No matter where you are in the world, we’re excited to send a little puppet magic your way!