Shipping
How long will it take for my order to ship?
Just a quick reminder: shipping time is separate from our processing time!
When we have big drops or restocks, it might take up to 14 business days for us to get your order packed and ready to go. Once it’s out of our paws, it’s all up to the shipping carrier! Thanks for your patience and support!
How is shipping cost calculated?
Shipping costs are based on how much your order weighs and where it’s headed. Don’t worry; we’ll calculate that for you automatically at checkout. Easy peasy!
How can I track my order?
Once you place your order, keep an eye on your inbox for a confirmation email with your order number! As soon as your goodies are on their way, we’ll send you tracking info.
What is Route Package Protection?
Route Package Protection adds a little extra love to your order, covering replacements for lost, stolen, or damaged packages. If you choose to unselect it, that means you’re opting out of this premium feature!
Just a heads-up: if you go without Route Package Protection, any items marked as “delivered” by the postal service are considered delivered for refunds and cancellations.
Can you check the status of my shipment/give me more details?
We’ve got all the info we can from your shipment tracking page, so if you need more help, it’s best to reach out to the postal service directly.
Once your package is shipped, Ponyland can’t take responsibility for delays or delivery hiccups. If you’ve opted for Route Package Protection and think your package might be misdelivered or stolen, you can file a claim with Route. If you didn’t opt in, you’ll need to get in touch with the postal service.
And if your package is sent back to us because of an invalid shipping address, just shoot us an email at hello@ponyland.shop
We’re here to help! 📦💌✨
I don't see my confirmation and/or shipping confirmation email. Where is it?
Don’t forget to check your promotional, junk, and spam folders—sometimes our messages sneak in there! You can also mark us as SAFE to ensure you never miss a message from us in the future.
Can I change my shipping address?
If we haven’t packed your order yet, you might be able to update your address! Just reach out ASAP with your order number and the correct shipping address, and we’ll do our best to make the change for you.
Shoot us an email at hello@ponyland.shop and we’ll take care of it! ✨📦
International Shipping
How is international shipping cost calculated?
International shipping rates depend on the weight of your order and where it’s headed. We wish we could control the costs, but unfortunately, it’s all in the hands of DHL, who will calculate the shipping for you automatically.
Will I need to pay import taxes?
You’ll be responsible for any additional customs charges that may come up, as we can’t control or predict what those fees will be—they vary depending on the country your order is headed to. Thanks for understanding!
Can you check the status of my shipment/give me more details?
We’ve got all the info we can from your shipment tracking page, so if you need more help, it’s best to reach out to the postal service directly.
Once your package is shipped, Ponyland can’t take responsibility for delays or delivery hiccups. If you’ve opted for Route Package Protection and think your package might be misdelivered or stolen, you can file a claim with Route. If you didn’t opt in, you’ll need to get in touch with the postal service.
Route's international timeframe filing period is:
- Stolen: between 5-30 days from delivery
- Lost: between 20-30 days from last tracking update
- Damaged: between 0-30 days from delivery
And if your package is sent back to us because of an invalid shipping address, just shoot us an email at hello@ponyland.shop
We’re here to help! 📦💌✨
Which countries do you ship to?
We ship to most all countries worldwide. Some shipping services may be limited in some countries. You'll be able to see available shipping services at checkout.
Cancellations & Returns
Can I cancel my order?
If you need to cancel your order, please reach out to us right away! During big product drops or restocks, you have a 24-hour window to make changes.
Email us at: hello@ponyland.shop
*Please note that all sales are final for digital download products. Thanks for understanding! 💌✨
What's your return & exchange policy?
Right now, we’re not accepting returns or exchanges.
If there’s an issue with your item, don’t hesitate to reach out to us at hello@ponyland.shop and we’ll do our best to help you out! Thanks for your understanding! 💖✨