Shipping policy
International Shipping
We currently ship to the United Kingdom, United States, Australia, Singapore and Taiwan.
Please note: Import duties, taxes, and related fees are the responsibility of the recipient and are not included in your order total.
Delivery times are estimated and may be affected by customs clearance procedures in the destination country. Unfortunately, such delays are beyond our control.
Order Processing
Orders are processed within 1–3 business days (excluding weekends and holidays). Orders placed during weekends or holidays will begin processing the next business day.
Shipping Address Accuracy
Please double-check your shipping address before placing your order. If an incorrect address is submitted, we may not be able to update it before shipment.
If a package is returned to us due to an incorrect or undeliverable address, we can resend it to your correct address (new shipping fees will apply), or issue a refund minus the original shipping cost.
Tracking Your Order
A tracking number will be emailed to you once your order has shipped. You can use this to follow your order's journey on the carrier’s website.
Customs & Import Fees
Any customs duties, taxes, or import-related fees incurred are the sole responsibility of the recipient. These charges are not collected by Scratchy Ones and are non-refundable.
Damaged or Lost Shipments
If your package is lost, stolen, or arrives damaged, please contact the shipping carrier directly to file a claim. Be sure to keep all original packaging and contents if you're filing a damage claim. Scratchy Ones is not liable for lost or damaged items once they leave our hands, but we’re happy to help guide you through the claims process.
Availability of Goods
We update our stock status regularly—about every 24 hours. In the rare case that an item you selected is no longer available due to high demand, we’ll notify you promptly and provide alternative options.
With care and gratitude,
The Scratchy Ones Team
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