Frequently Asked Questions

We will do our best but can’t guarantee that every sold-out item will come back in stock. For some items that are out of stock, there will be an option in the product description to "Notify me when available." Enter your email address to be notified when the item is back in stock. 

If your order hasn’t shipped yet and you’d like to change the shipping address, contact us directly, and we’ll take care of it. Once an order has shipped, we’re unable to update the address. 

For all Pusheen Box inquiries, please head over to PusheenBox.com for information. 

All gift cards can be purchased here. Digital gift cards are delivered by email and contain instructions for redemption. Our gift cards have no additional fees and never expire! Physical gift cards are not available.

If you spot a suspected counterfeit product or design, please report it to us at help@pusheen.com with as many details as possible (links, photos, seller info) so we can take appropriate action. 

Be the first to know about exclusive goodies, sales, and more by following us on social media and signing up for our emails.

You can reach out to us through our dedicated customer service helpdesk. We typically respond within 1-2 business days. For quicker answers, check out our FAQ section first!

We'll do our best to help with changes or cancellations before your order ships. Send our Customer Service team a note as soon as possible with the requested changes.

Once an order has shipped, we are unable to cancel or modify it. Please review your order before completing checkout and confirm that all information is correct.  

Creating a customer account is entirely optional and isn’t required to place an order with us. Account holders get benefits like order status updates (including tracking info), purchase history, and special email updates. Want to sign up? Click here!

You can log in to your customer account to view your order history, status and tracking information for your recent orders.

If you don't have a customer account with us, you can track your order using the tracking or customs link provided in your shipping confirmation email.

Most orders ship out within 2-5 business days, excluding weekends or US holidays. Occasional delays may occur due to high order volume, especially during holidays and exclusive product launches.

Automated order and shipping confirmation emails are sent from orders@pusheen.com to the email address you provided at checkout. If you didn’t receive an email when placing your order, please check your spam folder and add us to your address book.

Still having trouble finding these emails? Please contact us! 

An ‘unfulfilled’ status simply means your order has been received but hasn’t shipped yet. This will update to ‘fulfilled’ once your order has been processed and shipped. Please allow up to 5 business days for orders to be processed and shipped from our warehouse.

If you think an item is missing from your order, please double-check the packaging as smaller items can be easy to miss. Still can’t find it? Please contact us for help!

If you received an incorrect item, please contact us. We’ll ask you to provide a photo of the item, so we can verify the mistake. It’s a good idea to check your packing slip or order confirmation email to confirm that the item you received differs from what you originally ordered.

If an item in your order arrives damaged or defective, you can submit a return request here for a refund or replacement. You’ll need to include a photo when filling out the form so that we may verify the damage.

We accept the following payment methods: Shop Pay, PayPal, MasterCard, VISA, American Express, Discover Card, and Pusheen Shop e-gift cards.

All prices are displayed in US Dollars. For different currencies, your credit card company will calculate the exchange rate automatically. Exchange fees may apply. 

Your payment method is charged at the time your order is placed.

Discount codes should be entered at the time of purchase and cannot be applied to orders retroactively.

We don’t offer price matching for competitor pricing, sale prices, or any past discounts or promotions. Discount codes and gift cards do not apply to shipping costs.

For international orders, packing slips and custom forms will show the original retail value of the products, regardless of any discounts applied at checkout. 

Pusheen Shop does not store your full credit card information, and all transactions are secure and encrypted. For more details, please refer to our Privacy Policy.

For US Customers, we offer flat-rate shipping options. The below delivery timelines are estimates only and not guaranteed.

For international customers, shipping costs vary depending on order size and the final destination country. At checkout, all available shipping methods and fees will be updated according to your shipping destination. Please note-the customs charge may be missing from this estimate.

Delivery times vary and are not guaranteed. Delivery confirmation is available for some countries, but not all; and delays may occur due to customs inspections.

We are not responsible for any additional taxes, fees, customs and/or VAT charges required by your local government or delivery service to receive your package. Shipments cannot be marked as a “gift” to avoid customs and VAT.

Once your order has shipped, you’ll receive a shipping confirmation email with a delivery estimate. 

You can check the status of your package by using the tracking/customs link in your shipping notification email. All delivery times are estimates only and aren’t guaranteed. Occasional delays may occur, especially during busy holidays or extreme weather. International shipments may also experience delays due to customs. 

If your order has not shipped yet and you would like to change your shipping address, please contact us directly to make any changes. Once an order has been shipped, we are unable to update the shipping address.

We ship via USPS or FedEx only, and don’t offer delivery through transfers to other carriers such as UPS or DHL. For international orders, your package will be handed off to your local postal system for customs clearance and final delivery. We’re unable to guarantee delivery by a specific date or provide mail carriers with specific delivery instructions.  

Please allow up to 48 hours for your tracking page to provide updates. If more than 48 hours have passed and you have not seen any additional updates, please feel free to contact us for additional assistance.

We first recommend that you check your delivery area – porches, mailboxes, mailrooms, or side/back doors. Packages are sometimes scanned ahead and marked as ‘delivered’ before the true delivery. If it has been more than a few days and you are still unable to locate your package, please contact us for additional assistance.

If your shipment is marked ‘return to sender,’ feel free to contact us. Please be sure to review your order and shipping confirmation emails to confirm the correct shipping address was provided at checkout. If a package is returned due to an incorrect address, customers are responsible for any additional charges required to re-ship the package.

We ship to most regions that USPS and FedEx service, including PO boxes and military addresses.

We ship all orders from the Chicago, Illinois area.

We accept returns and exchanges for merchandise in its original condition and original packaging within 30 days of receipt unless otherwise noted. Clothing returned in washed or worn condition will not be accepted. Items marked as ‘FINAL SALE’ on the product page are not eligible for returns. 

Refunds are issued to the original payment method. Once a refund has been issued on our end, you should see your refund reflected back to the original form of payment within 1-7 business days. 

Customers are responsible for the return shipping label cost, and the amount will be deducted from the total refund amount. Shipping charges will only be refunded if a product was damaged, incorrect, or missing from an order. 

US Customers: To initiate a return, click here.  

Once your return request is reviewed by our team, you'll receive instructions and a prepaid shipping label via email in 1-2 business days. If you are unable to start a return, please contact us for further assistance. 

International Customers: Please contact us directly for assistance. 

To initiate an exchange, click here. We offer one free size exchange for apparel only.  

Make sure to send back any items within 30 days or your exchange order will be cancelled. An exchange order will only be processed once we receive your returned item. If we are unable to fulfill the exchange order due to item availability, a refund will be issued instead. 

If you have received a defective or damaged item, please contact us directly.

Yes, we accept returns on gift orders. As the gift recipient, you can exchange the item or receive a store gift card. A refund to the original payment method isn't available, since that would go back to the original purchaser.

Start your return here.

If you are unable to start your return, please get in touch with us at help@pusheen.com.