Shipping & Returns

SHIPPING INFORMATION AND OPTIONS – U.S.

 

Orders ship from Austin, TX. Our current order processing time is approximately 1-5 business days for in-stock merchandise.

 

During this processing time, your online order is transmitted to our fulfillment center and processed for shipment as quickly as possible.  Business days are defined as Monday through Friday and exclude US Holidays.

 

U.S. Transit Times:

Economy Ground: 1-5 business days

2 Day Express: 2 business days

Overnight Express: 1 business day

*Orders going to PO Boxes must be shipped via Economy Ground shipping option.

Shipping rates are calculated based on total weight and dimensions of the item(s) ordered and the zip/postal code of where the order is being shipped to. NOTE: Oversized items are subject to additional shipping/ fees.

 

SHIPPING INFORMATION AND OPTIONS – OUTSIDE THE US.

Our international customers are very important to us. We are proud to be serving customers worldwide to areas that our shipping providers service. Please keep in mind that the items in the shipment must not be prohibited by embargo or national/international restrictions.

We do not currently offer service to the following regions: Afghanistan, Aland Islands, Albania, Algeria, Andorra, Angola, Antarctica, Antigua and Barbuda, Azerbaijan, Belarus, Benin, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Bouvet Island, British Indian Ocean Territory, BVI, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cape Verde, Central African Republic, Chad, Christmas Island, Cocos Islands, Comoros, Congo, Cook Islands, Cote d’Ivoire, Cuba, Djibouti, Dominica, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Ghana, Guadeloupe, Guinea, Guinea-Bissau, Guyana, Heard Islands and McDonald Islands, Hong Kong, Indonesia, Iran, Iraq, Isle of Man, Kazakhstan, Kenya, Kiribati, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Mauritania, Mauritius, Mayotte, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar, Namibia, Nauru, New Caledonia, Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, North Korea, Oman, Pakistan, Palau, Palestinian Territories, Panama, Papua New Guinea, Philippines, Pitcairn Islands, Qatar, Reunion, Russia, Rwanda, Saint Helena, Saint Kitts and Nevis, Saint Pierre and Miquelon, Samoa, Sao Tome and Principe, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Solomon Islands, Somalia, South Georgia and the South Sandwich Islands, South Korea, Sudan, Suriname, Svalbard and Jan Mayen, Swaziland, Syria, Tajikistan, Tanzania, Timor-Leste, Togo, Tokelau, Tonga, Turkmenistan, Tuvalu, Uganda, Ukraine, Uzbekistan, Wallis and Futuna, Western Sahara, Yemen, Zambia, Zimbabwe. We apologize for this inconvenience and we hope to be able to offer services to these parts of the world in the near future.

International orders will be shipped via DHL Service or FedEx and will be delivered by the destination country’s postal service. International delivery times average 4-10 business days once shipped (please allow up to 5 days for order processing before the item ships), but will depend on the destination country and can be delayed in customs. Depending on the destination country, orders could take up to 4-6 weeks. Please be aware that we are not responsible for products confiscated by the legal authorities of your country or state; we advise you to check your local customs office regarding import laws in advance, before ordering, if you suspect that your country bans any products.

The customer is responsible for all shipping charges for any international orders that are refused upon delivery.

Please note that oversized items or items that are heavier in weight may be restricted to delivery to the Continental US only due to international carrier restrictions. We apologize for this inconvenience, and are hoping to offer expanded services in the near future.

 

International Shipping Duties and Taxes

Orders shipping to destinations outside the United States might incur import fees and duties & taxes that are not reflected in our prices. If duties and taxes are imposed on your order, they are due at time of delivery. Please consult your local customs office for more details about your country's duties and taxes. 

Per the terms of our return policy, please note that shipping arrangements and costs incurred to return items are the customer’s responsibility.

 

RETURNS & EXCHANGES

We sincerely hope that you enjoy your purchase; however, if you would like to return your items, we will gladly help you with the process. Please review the guidelines below prior to your return to ensure that your items are eligible for a return/refund.  

 

Return Guidelines

-       Items must be returned within 30 days of the date that it was received

-       Items returned must be in new/unused condition 

-       We are unable to accept returns on opened items.

-       Shipping cost & shipping sales tax incurred for returns are non-refundable and within the Customer’s responsibility

 

Mailing Returns to One Live Media

Please contact our Customer Service team for more info: support+pawpatrollive@onelivemedia.com

 

Refunds 

Refunds will be credited to your account within approximately 10 business days from the date the return is received by OneLive Media.  The credit may be reflected to your account on your next statement depending on the issuing bank and/or billing cycle.

 

To process your refund, please mail your item(s) to our warehouse at:

 

OneLive Media

ATTN: Paw Patrol Live!
7000 Burleson Rd, Building A, Suite #100
Austin, TX 78744

 

Please include a note specifying the following:

1) Your original order number
2) The nature of your return (requested refund)

 

Once our warehouse receives your item(s), your refund for the full value of the merchandise will be processed.

 

Exchange Policy

Due to inventory and accounting purposes, we do not exchange items received for different items than originally purchased. We can process an exchange for another type within the same product, but unfortunately, we cannot exchange them for another item. You will have to return the item for a refund then re-purchase the desired item.

 

To process your exchange, please mail your item(s) to our warehouse at:

 

OneLive Media

ATTN: Paw Patrol Live!
7000 Burleson Rd, Suite #100
Austin, TX 78744

 

Please include a note specifying the following:

1) Your original order number
2) The nature of your return (requested exchange for specific size)
3) A return address for your new item(s) to be sent to

 

Once our warehouse receives your item(s), your exchange will be processed within 7-10 business days.

 

Damaged Goods

Defective and/or damaged items due to shipping must be reported to OneLive Media within 30 days of purchase, and pre-authorized for return to be considered eligible for a refund. Please contact Customer Service to obtain authorization and a pre-paid shipping label to cover return expenses.  A refund of the original product cost, taxes, and pro-rated shipping charges will be processed within 10 business days from the date that the damaged/defective goods are received at OneLive Media.