FAQ

Frequently Asked Questions 

At PuppetLine.com we are set apart from our competition by our quick processing, timely communications, and valued pricing. Most orders will ship within 24 hours of receiving payment, except on weekends and holidays. If there is an unexpected delay, you will be notified. Our hours of operation are Monday thru Friday, 8 am - 5 pm EST. We can be contacted at info@puppetline.com or call toll free at 1-844-2PUPPET (1-844-278-7738).


PAYMENT


Can I pay over the phone?

 

Yes, we accept all major credit card payments over the phone. To place an order and make a payment over the phone, call 1-844-2PUPPET (1-844-278-7738).


Do I have to pay using PayPal?

Although we use PayPal to process our payments, you do not need a PayPal account to complete the checkout process. Once you reach the PayPal login page, simply locate "Don't have a PayPal account" on the page and click "Continue." You can pay using a Visa, MasterCard, American Express or Discover card.


Can I pay with a credit card?

We accept all major credit cards. Credit card payments are processed securely through PayPal; a PayPal account is not required.


Are purchase orders accepted?

Placing an order for your organization with a purchase order is painless at PuppetLine.com. We will hold your order for up to 30 days to guarantee items are in stock. Once payment is received and clears the order ships. No minimum order requirement. We can invoice by mail, email, or fax. The choice is yours.


Is there sales tax on my purchase?

Sales tax will be charged on orders shipped in the state of Ohio. If your organization is tax exempt, please contact us to complete a tax exempt certificate. The certificate must be on file before we can remove sales tax from an order. 


SHIPPING


How much is shipping?

USA Shipping Rates
At PuppetLine.com, free shipping is offered to the 48 continental United States regardless of package size and weight. During checkout you will have the opportunity to upgrade shipping to expedite your order.


International Shipping
We currently offer USPS Priority International shipping for international orders. Import duties, taxes and charges are not included in the item price or shipping charges. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to bidding/buying. These charges are normally collected by the delivering freight (shipping) company or when you pick the item up − do not confuse them for additional shipping charges. We do not mark merchandise values below value or mark items as "gifts" - US and International government regulations prohibit such behavior.


How quickly will I receive my order?

Delivery Times
Domestic orders will typically arrive 3-5 business days (not including weekends and holidays) from the date of shipment. International orders will typically arrive 7-10 business days from the date of shipment. Occasionally natural disasters and unforeseen circumstances can cause shipping delays in various locations. PuppetLine.com cannot be held responsible for such delays.


Services Used
We use the following shipping methods: USPS First Class, USPS Priority Mail, USPS Priority International, UPS Ground, and FedEx Ground. PuppetLine.com reserves the right to select shipping method when the free shipping option is selected.  

Tracking Numbers 
Once your order has shipped, you will receive an email update with tracking information.