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.

 

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.

 

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.