STORE POLICY / SHIPPING & RETURNS
SHIPPING & CANCELLATIONS POLICY
Orders are processed Monday through Friday, excluding US federal holidays. Orders placed before 3:00 PM EST will be shipped the same day. Orders submitted on Saturday or Sunday will be processed on the Monday of the following week.
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APO/FPO/DPO Military Addresses
We take great pride in shipping to our military clients. The Military Postal Service Agency, a division of the United States Postal Service, transports orders to APO addresses. The country in which they are stationed and the nature of the military action they are engaged in determine the variations in shipment times. It can take up to 45 days for some shipments. If your order is being shipped abroad, it may take seven to ten days for it to go from the local post office to the U.S. Postal Service “gateway” (New York or San Francisco). Mail is sorted, bagged, and marked at the gateway before being sent to a military postal facility abroad. Commercial airplanes are very reliable, but military aircraft schedules, weather, transportation, military actions in theater, or the transfer of a service member’s unit can all cause significant fluctuations in transit times.
Orders must be canceled by 3:00 PM on the day of purchase. Orders placed after 3:00 PM must be canceled by 10:00 AM the following day. After 3:00 PM, cancellations and delivery charge reimbursements are not possible.
To cancel your order, please contact our customer service representatives via email info@PORTALPUCK.com with your order number.
RETURN POLICY
You have a 30-day return window from www.PORTALPUCK.com. To receive a refund of the purchase price, you must return the product or products in unused condition along with your order number. Please note that refunds do not cover delivery costs, including return shipping costs. Returns, exchanges, and purchases made at retail locations other than www.PORTALPUCK.com must be made at the original location.
Returns
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Please contact info@portalpuck.com for return address.
Please include the packing slip and order number with your return. Ship the items via a traceable method such as UPS, FedEx, or USPS with tracking information.
Items Damaged During Shipping
If your package is damaged during shipping, keep the box and the goods. Send an email to info@PORTALPUCK.com with your purchase number as soon as possible. We will provide you with a return label. We will evaluate the damaged item upon receipt, replace it, and mail it to you as soon as possible.
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Out of Stock Items & Promotions Policy
Items Out of Stock
Orders for backordered items are not accepted. When an out-of-stock item is replenished, we will notify our customers. Please follow @PORTALPUCK on Instagram or TikTok to be the first to know about any updates to the product.
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Promotions Value bundles and multipacks are not eligible for sitewide discounts unless specified otherwise. Free gifts that come with purchases cannot be exchanged or returned. Discount codes cannot be combined. Items of equal or lower value are eligible for discounts during buy one get one promotions. Offers are exclusive to PORTALPUCK.com.