Frequently Asked Questions
Frequently Asked Questions
Quick answers to the most common questions about ordering from Pucau.
Shipping
Which shipping carriers do you use?
For domestic U.S. orders, we partner with USPS, UPS, DHL US, Yanwen, Yun Express, and Four Px Express. For international orders, we use DHL, UPS, Royal Mail (Evri), Canada Post, Deutsche Post, SF Express, Yanwen, and Yun Express.
How much does shipping cost?
We use flat-rate shipping: $5.99 for orders within the United States and $13.00 for international orders.
How soon will I receive my package?
| Product Type | Processing | Transit (U.S.) |
|---|---|---|
| Apparel (Tees, Hoodies) | 1–3 days | 3–7 days |
| Mugs | 1–6 days | 3–12 days |
| Posters & Canvas | 3–6 days | 8–12 days |
| Headwear (Hats) | 2–5 days | 4–8 days |
| Bedding Sets | 3–5 days | 7–10 days |
| All-Over Print Items | 3–6 days | 8–12 days |
For international orders: handling 3–6 business days, transit 15–30 business days.
Do you offer international shipping?
Yes, we ship worldwide except to: Syria, North Korea, Ukraine, and Israel.
How can I track my order?
Once your order ships, we’ll send a tracking number to your email. You can also use our Track Your Order page.
Payments
Which payment methods are supported?
We accept major credit and debit cards (Visa, Mastercard, American Express, Discover) and PayPal. All transactions are processed through PCI-DSS compliant payment gateways with SSL encryption.
Is my data secure during online shopping?
Absolutely. We use SSL encryption and PCI-DSS compliant payment processors. We do not rent, sell, or distribute your personal information. See our Privacy Policy for details.
When am I charged for my order?
Your payment is processed immediately upon checkout. You may initially see a temporary authorization on your account before it settles as a final charge.
Orders & Modifications
Can I modify my order after placing it?
You may request changes within 6 hours of placing your order by emailing [email protected]. After 6 hours, your order enters production and cannot be modified. See our Cancellation & Modification Policy.
Can I cancel my purchase?
Yes — within 6 hours of placing the order. A 10% administrative and transaction fee will be deducted from the refund. Email cancellation requests to [email protected].
What if I entered the wrong shipping address?
Contact us immediately at [email protected]. If your package has not been dispatched, we’ll update it. Once shipped, we cannot redirect it.
Returns & Refunds
What is your return and refund policy?
You may request a return or refund within 30 days of delivery if the item is damaged, defective, or significantly different from what was ordered. Customers are responsible for return shipping unless the issue was caused by us. See our Return & Refund Policy.
I received a defective item — what should I do?
Email us at [email protected] with photos of the defect and your order number. If it’s a manufacturing fault, we’ll send a free replacement — you can keep the original.
My tracking says “Delivered” but I don’t have my package — what now?
Please check with neighbors and look in secure areas around your property. If still missing, contact the carrier shown in your tracking notification. If unresolved, email us at [email protected] and we’ll help.
Custom Orders
Do you design print-on-demand shirts, mugs, and more?
Yes! We offer three ways to customize:
- Custom Design from Scratch: Share your idea — our design team creates something original just for you.
- Modify Our Collection: Pick any design from our shop and customize the text, images, or fonts.
- Direct Printing: Upload your own artwork and we’ll print and ship it as-is.
Contact
Still have questions? We’re happy to help.
Email: [email protected]
Support Hours: 8:00 – 17:00 GMT -7 Time Zone
Address: 2002 Broadway, Boulder, CO 80302, USA