Shipping policy
Shipping Policy
Last updated: 11 August 2026
PUCA currently ships to customers in Singapore and the United States.
Please review the information below before placing your order.
Order Processing
Orders are typically prepared for shipment within 1–3 business days after payment has been successfully received.
Processing times do not include weekends or public holidays.
During product launches, promotional periods or unusually high order volumes, processing may take slightly longer.
Once your order has been shipped, you will receive shipping confirmation and tracking information where available.
Estimated Delivery Times
Estimated delivery times begin after your order has been processed and dispatched.
Singapore
Estimated delivery: 6-7 business days
United States
Estimated delivery: 7-12 business days
These are estimates rather than guaranteed delivery dates unless expressly stated otherwise.
Delivery may occasionally take longer because of customs processing, courier delays, weather, peak periods or other circumstances outside our reasonable control.
Because your supplier fulfils the product internationally, I would only insert these delivery ranges after confirming the supplier’s actual recent delivery performance.
Tracking Your Order
Where tracking is available, you will receive a tracking number after your order has been dispatched.
Please allow some time for tracking information to become active after shipment.
If tracking does not update for an extended period, contact us at support@heypuca.com with your order number.
Shipping Charges
Shipping charges, where applicable, will be displayed at checkout before payment is completed.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Please carefully check:
- Recipient name
- Street address
- Apartment or unit number
- Postal or ZIP code
- State where applicable
- Contact information
If you notice an error after ordering, contact us immediately.
We will try to update the address before fulfilment, but changes cannot be guaranteed once the order has been processed or dispatched.
PUCA is not responsible for delivery problems caused by incorrect or incomplete information supplied by the customer, except where required by applicable law.
Order Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible.
Orders cannot normally be changed or cancelled after they have entered fulfilment or been shipped.
If an order has already been dispatched, our Return & Refund Policy will apply.
Delayed Orders
Occasional delivery delays may occur.
If your order has not arrived within the estimated delivery period, please first check the tracking information provided.
If there has been no meaningful tracking update or the shipment appears unusually delayed, contact us and we will investigate with our fulfilment or shipping partner.
For United States orders, if we become unable to ship your order within the timeframe promised at the time of purchase, we will handle the delay in accordance with applicable US requirements, including seeking your agreement to a revised shipment timeframe or issuing a refund where required.
Lost Packages
If an order appears to have been lost in transit, please contact us with your order number.
We may need to complete an investigation with the carrier before determining the appropriate resolution.
Where the shipment is confirmed lost, we will generally arrange either:
- a replacement shipment, or
- a refund where appropriate or required by applicable law
Packages Marked as Delivered
If tracking shows that your package has been delivered but you cannot locate it:
- Check the delivery location and surrounding area.
- Check with household members, neighbours, reception or building management where appropriate.
- Allow a short period in case the courier marked the parcel delivered slightly before completing delivery.
- Contact the courier using the tracking details.
- Contact PUCA if the parcel still cannot be located.
We will assist where reasonably possible and may open an investigation with the delivery provider.
Damaged Products
If your order arrives damaged, defective or incorrect, contact us within the reporting period stated in our Return & Refund Policy.
Please provide your:
- Order number
- Description of the issue
- Clear photographs or video showing the problem
Approved defective or damaged-product claims will generally be resolved through a replacement unit at no additional cost, subject to our Return & Refund Policy and applicable consumer law.
Wrong Product Received
If PUCA sends you the wrong:
- Phone model
- Case colour
- Product
- Quantity
please contact us with photographs of the item received.
Once verified, we will arrange the appropriate resolution at no additional cost.
This is different from a customer accidentally selecting the wrong model or colour at checkout.
Customs, Duties and Import Charges
Orders may be fulfilled from outside the customer's country.
For United States orders, customs procedures or other import-related requirements may occasionally apply.
Any duties, taxes or import charges will be handled according to the terms displayed at checkout and applicable laws.
If PUCA intends to charge customers separately for duties or make customers responsible for them, that should be clearly disclosed before purchase rather than introduced after the order.
International Fulfilment
Some PUCA products may be shipped directly from our fulfilment partners outside Singapore or the United States.
As a result:
- the origin shown on tracking may differ from PUCA's business location
- packages may pass through international logistics hubs
- tracking may transfer between different delivery providers
This does not affect your rights under our applicable store policies or consumer law.
Shopify also makes clear that the merchant remains responsible for shipping to its customers even where third-party carriers or fulfilment services are used.
Multiple Packages
If you order multiple products, your order may occasionally arrive in more than one package.
You may receive separate tracking information where this occurs.
You will not be charged additional shipping solely because we split an eligible order into multiple shipments.
Undeliverable or Refused Packages
Orders returned because of an incorrect address, refusal of delivery or repeated failed delivery attempts may require additional shipping charges before they can be resent.
Where the delivery issue was caused by PUCA or the carrier rather than the customer, we will work with you to provide an appropriate resolution.
Contact Us
For shipping or delivery questions, contact:
PUCA
Website: heypuca.com
Email: support@heypuca.com