Plain-language policies, written by humans.

Shipping

Orders are processed in 1–3 business days (about 80% of orders). Standard shipping then takes 6–10 business days from our manufacturing partner. Most orders arrive within 7–13 business days; about one in five takes a few days longer.

Free standard shipping on every order.

Tracking. A tracking link is emailed when your order is picked, usually within 24–48 hours. Carrier updates may take an additional 1–3 days to populate after handoff.

International. We currently ship to the US and Canada. UK / EU expansion is on the roadmap for 2026 — write us at emma@puddlemat.shop to join the early-access list.

Returns

30-day return window from the date of delivery. No questions, no reason required.

First-time customers get free return shipping. Email emma@puddlemat.shop with your order number — we email a prepaid label within 24 hours.

After your first order, return shipping is on you, but we still take it back without quibble. Refunds process within 5 business days of receiving the return.

What we don't refund: the original $7 shipping cost if it was paid (free-shipping orders refund in full).

Damaged in transit

Email a photo to Emma within 14 days of delivery. We ship a replacement at no charge — you don't need to return the damaged one. Replacements follow the same 7–13 business day delivery window as original orders.

One last thing

If any of this is unclear, or your situation doesn't fit neatly into any of these policies, write us. Emma replies within 48 hours, Mon–Fri, and has the authority to make exceptions. We've never said no to a reasonable request.