Shipping Policy

Thank you for shopping with GemPuff. Please review the information below for our delivery destinations, shipping charges, and estimated order timelines.

Shipping Destinations

We currently deliver to the United States, Spain, Italy, Australia, France, and Poland. Delivery outside these countries is not currently available.

Order Preparation

Processing takes 1–2 business days after payment confirmation. Our warehouse operates weekdays, excluding holidays; weekend and holiday orders may experience delays.

Shipping Charges & Estimated Arrival

Standard shipping is free to all six countries listed below.

How to read these estimates: The total combines order preparation and transit after dispatch. For example, 1–2 business days of preparation plus 7–15 business days in transit gives an estimated total of 8–17 business days.

Business days exclude weekends and public holidays. Arrival dates are estimates rather than guarantees. Customs clearance, weather, seasonal demand, and carrier disruptions may extend the timeline.

U.S. Fulfillment

U.S. orders ship from Boerne, Texas, via USPS, UPS, or FedEx.

Shipment Tracking & Delays

We will email your tracking number when your parcel is dispatched. Please check your inbox and spam folder for the notification.

Tracking activates within 24 hours, with updates taking 24–48 hours; holidays may delay this.

Report tracking problems or overdue orders to service@gempuff.com. We check delays with carriers and resolve tracking issues within 48 hours.

Include your order number and a description of the problem so our team can locate your shipment.

Cancellation Requests

Email service@gempuff.com promptly to request cancellation before dispatch. Paid orders cancelled before dispatch receive a full refund.

Once dispatched, an order cannot be cancelled through our pre-shipment cancellation process. For return requests, please refer to our Return & Refund Policy.

Updating Your Delivery Address

Pre-dispatch address changes are free. Later changes are not guaranteed; customer address errors may cause delivery problems and carrier fees payable by the customer.

Please check your street address, apartment or unit number, postal code, and country carefully before completing your order. Contact us promptly about any correction.

Missing Parcels

Carrier-confirmed losses receive a full refund or free reshipment. Parcels marked as delivered are not classified as lost.

If tracking shows delivery but you have not received the parcel, contact us with your order number so we can review the delivery details with you.

Unsuccessful Deliveries

Customer-caused non-delivery, including address errors, absence, or refusal, incurs return and reshipping fees. Our errors receive free reshipment or full refunds.

Returning an Order

Contact our support team for authorization and confirmation of the correct return address before sending anything back. Please follow our Return & Refund Policy rather than sending an unauthorized return to the mailing address below.

Get in Touch

Email: service@gempuff.com
Telephone: +1 (413) 412-5080
U.S. mailing address: 147 Sage Oaks Trl, Boerne, TX 78006, United States
Customer support hours: Monday–Friday, 8:00 AM–6:00 PM (Eastern Standard Time)