Shipping policy
Potterwear partners with major international shipping carriers such as Canada Post, USPS, FedEx, DHL and UPS, who work with local couriers to deliver straight to your door. We proudly offer free shipping on all orders.
Your payment is processed when you place your order. All orders are subject to verification and approval before production begins. To help fight credit card fraud, orders with incorrect billing information or that need extra verification may be delayed or cancelled.
Production Time
Every Potterwear hoodie is made to order and embroidered by hand. Please allow 1–2 weeks for production before your order ships. Production may take longer around major holidays or during periods of high demand.
Order Changes
If you need to change anything about your order (size, house or shipping address), email potterwear1@outlook.com with your order number within 24 hours of placing your order. After 24 hours, your order has entered production and we are unable to make any changes, including address changes. We will only ship to the address provided at checkout.
Shipping Process
We only ship on business days, not on Saturdays, Sundays or holidays. Once your order has shipped, you will receive a shipping confirmation email with your tracking number.
For orders with multiple items, products may ship separately and arrive on different dates.
Tracking
All orders ship with tracking. You will receive an email with your tracking number when your order is handed to the carrier.
For some carriers, tracking information can take several days to update. If your order shipped more than 5 business days ago and there is still no information on your tracking number, please email us at potterwear1@outlook.com.
Delivery Times
Shipping times vary by country or region. Specific delivery dates are not provided or guaranteed. These are our estimates for your reference:
| Location | Estimated Shipping Time* |
|---|---|
| Canada | 5–12 business days |
| United States | 5–12 business days |
| Europe, UK, Australia, New Zealand | 5–16 business days |
| Rest of the world | 5–16 business days |
*These estimates are in business days and do not include our 1–2 week production time.
While we do all we can to deliver your order on time, Potterwear cannot be held responsible for conditions beyond our control. These include postal or customs clearance procedures, holidays, severe weather, labour disputes and protests, any of which can cause delays beyond our original estimates.
Duties, Taxes and Other Fees
International shipments may be subject to import taxes, duties and/or customs clearance fees, which are charged once a shipment reaches the recipient’s country. These fees are the sole responsibility of the recipient. Potterwear has no control over these charges and cannot predict what they may be. If a shipment is refused and returned, you will be responsible for any import taxes and return shipping costs incurred.
Customs policies vary widely by country. If you have questions, we recommend contacting your local customs office.
Lost, Stolen or Damaged Packages
Once tracking shows your package as delivered, Potterwear is not responsible for packages that are lost or stolen after delivery. If your tracking says your package was delivered and you have not received it, please check with neighbours and your building, then file a claim with the shipping carrier.
If your package is lost in transit before it is delivered, email potterwear1@outlook.com and we will work with the carrier to resolve it.
If your item arrives damaged, email potterwear1@outlook.com within 48 hours of delivery with your order number and photos of the damage and packaging, as described in our Refund Policy. We use the carrier’s tracking and delivery confirmation when reviewing damage claims, and we may not be able to honor claims reported after 48 hours.
Wrong Address Disclaimer
It is the buyer’s responsibility to make sure the shipping address entered at checkout is correct before submitting an order. Address changes can only be made within 24 hours of placing your order. Once your order has entered production or been shipped, we cannot retrieve it for an address change, and we are not responsible for orders delivered to an incorrect address provided at checkout.
Feedback
We would love to hear your feedback, questions or concerns. Please email us at potterwear1@outlook.com to let us know how we’re doing. We take your feedback very seriously and are always striving to improve.