• Questions?
  • Call us at (888) 508-0865​
  • M-F:9am-5pm PST
  • Sat:10am-12pm PST
  • Email us anytime:
  • info@pugster.com

Pugster Frequenty Asked Questions

Payment Questions
Returns & Shipping Questions
Product Questions
Payment

Is your online payment process secure?
Yes! Our payment processing is secured using an SSL (Secure Sockets Layer) Certificate which encrypts your information. Payments using this method are more secure than using your credit card in a public store! Please note payments made over the phone are still placed using our secure website.

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What form of payments do you accept?
We accept Visa, MasterCard, and American Express, as well as PayPal. Paypal is a reliable processing method used by customers worldwide and is an approved method of payment for EBay, Amazon, and many other large internet sites. We also accept Money Orders and Cashiers Checks. Do NOT send cash! Please be advised, we can not be responsible for lost payments in the mail.

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Can I pay for my items by check or money order?
Yes. After you have selected the items you wish to purchase, proceed to check out. Select the "pay by check or money order" option on the payment page. After completing your purchase, please print out a copy of the invoice, and mail it to us along with your money order or check. Send invoice and payment to:

Pugster Inc. 2835
N. Sierra Grande Street
Pasadena , CA 91107

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Do you charge sales tax on orders?
Yes, state sales tax of 8.25% is applied to all purchases.

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Returns & Shipping

What is are you shipping rates?
Please click here for full explanation of our domestic and international shipping rates.

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What is your return policy?
Please click here for full explanation of our return, exchange, and refund policies.

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Can I exchange my order?
Yes, we accept exchanges at no extra charge up to 30 days after purchase. After that, we offer a lifetime satisfaction guarantee, where you can exchange any item for a small handling fee of 20% of the original purchase price (with a minimum of $2). Regular shipping charges still apply. For more information on exchanges and our lifetime warranty, click here .

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How do I cancel my order?
Orders may only be cancelled before they're fully processed, with approval from a Customer Service Representative. If you have a cancellation request, please call us at 1-888-PUGSTER right away. We will issue a complete refund on orders cancelled before final processing. If you order has already been processed, you must receive a RA and return the order to us for a refund (minus shipping charges). Click here for more information on our return policy.

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How long till my order arrives?
Orders received before 12pm PST will normally be shipped the same day. Orders received after that time will normally be shipped the following day. Custom charms require 1 additional day processing time. After orders leave the warehouse, ship time depends on the shipping method you requested: 1-2 day Express, 2-3 day Priority, or 6-9 day First Class.

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Do you offer expedited shipping?
Yes. We offer Priority shipping and Express shipping, both available at checkout. Priority is $9 and orders generally arrive in 2-3 business days. Express is $18 and orders are guaranteed to arrive in 1-2 business days.

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Do you refund shipping charges if I return my order?
No. All shipping charges on non-refundable.

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How do I calculate 10 business days?
Starting with the date your order was shipped, you count all days excluding Saturday and Sunday.

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Product

Why isn't there an "Add To Bag" button next to the item I want?
This generally indicates the item is currently out of stock. Contact us for further details.

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How do I find a specific name charm?
Go to Laser Name category (found under Italian charms, laser, names) and then select the beginning letter of the name. You can also type in the name you want to find in the search box found at the top left of the page. If your name is not in our list, you can order a custom laser charm .

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Can I create a wish list on your website?
Yes! When you sign up for a Pugster account, you are automatically enrolled in our wish list service. Once you have an account, you can update products anytime on your wish list, and email the list to friends and family. A Pugster account can be created prior to check out, or by clicking here .

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Why do I find different prices after I have made a purchase?
Pugster.com runs different promotions throughout the week and at different times of the year. While we always strive to give you the best products at the best prices, you must order directly from the Pugster website during specific promotional time periods in order to receive the special pricing or offer. No refunds will be given on products ordered either before or after promotional periods, or on products not purchased directly from the Pugster website.

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If I am looking for a particular charm, how can I find out if you have it?
The best way to find a particular charm is you use our search feature, located at the top of pages on our website. Type the title of the charm, product code, or a description of the charm, and select go. If you are unable to locate your charm in this manner, use the left navigation buttons to browse by category.

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Is there additional wait time for custom photo or laser charms?
Yes, custom charms take one (1) day to make. Custom charms will not ship on the same day the order is placed, they will ship on the following business day.

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Does my Italian charm bracelet come assembled?
No. All of our Italian charms come in individual packaging. We do not link charms together or link them to starter bracelets prior to shipping. For more information on assembling your Italian charm bracelets, please click here.

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Do you offer any gift wrapping services?
No. We do gift wrap any orders. However, we do offer Pugster gift boxes. Gift boxes may be purchased at checkout for an additional charge.

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What size are the mega link charms?
The mega links are 18mm (double the size of standard 9mm Italian charms).

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What are X2 charms?
N ot to be confused with the term "times 2", Pugster X2 Italian Charms are our new line of charms that are more sophisticated in design. They have double thick enamel, allowing them to be more vibrant in their colors and details.

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Just wondering why "Pugster?"
The president of Pugster, Inc. has a pug named Pinky. Pinky is always with us in the office, and she sleeps through the day while everyone else is swamped with work. Her picture is also posted on the site.

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