Shipping & Delivery

📦 Shipping & Delivery Policy

Last Updated: November 26, 2025

At Jonathan Falcon Enterprises LLC, operating pupillow.com, we are committed to making your delivery experience simple, reliable, and transparent. This Shipping & Delivery Policy explains how we process and ship your orders.

1. Order Processing and Handling

We aim for swift processing to get your quality products to you as quickly as possible.

• Handling Time: All standard orders are prepared and processed within 1–2 business days after payment confirmation.
• Non-Business Days: Orders placed on weekends or U.S. federal holidays will begin processing on the next business day.
• Tracking: Once your order has shipped, you will receive an email notification containing your tracking number to monitor your shipment in real-time.

2. Shipping Rates and Delivery Estimates

We partner with reliable national carriers (such as UPS, USPS, and FedEx) to ensure secure and timely delivery.

• Shipping Options: Other shipping options (e.g., expedited services) may be available for selection at checkout, with varying rates and delivery times.

3. Shipping Coverage

We proudly ship to all destinations within the United States, including:

• All 50 states (including Alaska and Hawaii).
• U.S. territories (Puerto Rico, Guam, and the U.S. Virgin Islands).
• APO/FPO military addresses.

4. Delivery Estimates and Potential Delays

Please note that all stated delivery times are estimates only.

• Unforeseen Delays: Delivery times may occasionally be affected by weather events, high volume periods (holidays), carrier delays, or service disruptions beyond our control. We will work closely with carriers to minimize any impact on your delivery schedule.
• Risk Transfer: Once the carrier marks your package as Delivered, the responsibility for the package transfers to the customer.

5. Lost, Damaged, or Delayed Packages

Your satisfaction is important to us. If your package is lost, arrives damaged, or is significantly delayed:

1. Contact Us Promptly: You must contact us at support@pupillow.com within 7 days of the expected delivery date or immediately upon receiving a damaged package.
2. Provide Details: Include your order number and clear photographs of the damage (if applicable).
3. Investigation: We will work with the carrier to investigate the issue and arrange for a replacement or a refund, as appropriate.

6. Ensuring a Smooth Delivery

To help ensure your order reaches you without issue:

• Verify Address: Double-check your shipping address before submitting your order. We ship from 20606 Broadsky Dr, Katy, TX 77449, United States, and cannot redirect packages once shipped.
• Track Shipment: Use the provided tracking link to monitor your package’s progress.

7. Customer Commitment

If you have any questions or concerns about your order, tracking, or delivery, please contact us anytime during our business hours:

• Email: support@pupillow.com
• Hours: Monday – Saturday, 8:00 AM – 7:00 PM (EST)