Shipping policy

Shipping Policy

SHIPPING Policy
PumPums™ (lovepumpums.com)
Effective Date: May 28, 2026

At PumPums™, we are committed to a transparent, smooth, and customer-first experience from the moment you place your order to the moment your product arrives — and every step of the way in between. This policy covers everything you need to know about shipping, returns, refunds, exchanges, and how to reach our customer support team.

SHIPPING OPERATIONS

PumPums™ ships exclusively within the United States — all 50 states, including Alaska and Hawaii, as well as US territories where carrier service is available. PO Boxes and APO/FPO addresses are accepted where the assigned carrier can deliver.
We do not offer international shipping at this time. Orders placed with a non-US shipping address will not be fulfilled and will be automatically canceled with a full refund.

▸ SHIPPING CARRIERS

Orders are shipped via USPS. The carrier assigned to your order will be determined based on your delivery address, order size, and selected shipping method.

ORDER PROCESSING TIMES

Once your payment is confirmed, your order enters our fulfillment queue and is typically processed within 1–2 business days, Monday through Friday, excluding US federal holidays. Orders placed on Saturday after 10:00 AM, or on Sunday, will begin processing the following Monday.
During high-volume periods — such as sales events, product launches, or holidays — processing may extend by one to two additional business days. We'll communicate any meaningful delays proactively.
As soon as your order is handed off to the carrier, you'll receive a shipping confirmation email with your tracking number. Processing time and transit time are separate — your total delivery window is both combined.

SHIPPING TIMEFRAMES

Estimated delivery timeframes below reflect transit time after your order has shipped and do not include processing time (see Section 2).
▸ Standard Shipping (US): 5–7 business days
▸ Expedited Shipping (US): 2–4 business days (where available)
Free shipping is available on qualifying orders. Free shipping threshold and conditions will be clearly displayed at checkout.
Please note: Delivery timeframes are estimates provided by the shipping carrier and are not guaranteed. Delivery delays due to carrier operations, weather conditions, postal service disruptions, or other circumstances outside our control may occur. PumPums™ is not responsible for carrier-caused delays once your order has been picked up and is in transit.

TRACKING INFORMATION

▸ A shipping confirmation email containing your tracking number and carrier information will be sent to the email address on file once your order has shipped.
▸ Tracking information may take up to 24 hours after shipment to become active and visible on the carrier's tracking page.
▸ You can track your order directly on the carrier's website using the tracking number provided, or through your order status page on www.lovepumpums.com.
▸ If you have not received a shipping confirmation email within 5 business days of placing your order, please contact support@lovepumpums.com so we can investigate.
▸ PumPums™ is not responsible for tracking delays or inaccurate carrier scan updates. If your tracking shows 'delivered' but you have not received your package, please first check with neighbors, building management, or a household member, then contact the carrier directly, before reaching out to us.

RETURN ADDRESS INFORMATION

All customer returns from addresses are processed through our designated return facility. Do not send returns to our legal business address.

▸ RETURN FACILITY ADDRESS

PumPums™ Returns
PO BOX 132 Garden Grove CA, 92842
IMPORTANT: Do not ship any return without first receiving a Return Authorization (RA) number from our support team. Returns shipped without an RA number will be refused and returned to sender. Please review the full return process in Section 6 below.

RETURN ELIGIBILITY

To be eligible for a return, ALL of the following conditions must be satisfied:

▸ RETURN WINDOW

We accept returns on PumPums™ within 30 to 90 days of your confirmed delivery date,  provided all of the following conditions are met: the product is unused and unopened, all original seals are fully intact, and the item is in its original, undamaged packaging.

▸ ITEM CONDITION

Products must be unused, unopened, and in their original, undamaged packaging, with all original seals intact.

▸ NON-RETURNABLE ITEMS

The following are not eligible for a return or refund under any circumstances:
Opened or partially used dietary supplements
Items marked 'Final Sale' or 'Non-Returnable' at the time of purchase
Items purchased under a promotion that explicitly stated no returns.
Complimentary gifts, bonus items, or free promotional products
Why we can't accept opened supplements: For health, safety, and regulatory reasons, dietary supplements that have been opened or used cannot be restocked or resold. We encourage you to review the product page and ingredient list carefully before purchasing. If you have questions before you order, we're happy to help at support@lovepumpums.com.

▸ HOW TO INITIATE A RETURN

All returns require a Return Authorization (RA) number before any item is shipped back to us. Do not send anything without first receiving your RA returns arriving without one will be refused and sent back to you at your expense.
STEP 1 — SUBMIT YOUR RETURN REQUEST
Email support@lovepumpums.com with the subject line "Return Request – Order #[Your Order Number]". Your email must include your full name and order number, a clear description of the reason for your return, a photo of the product showing the front and back label and the lot/batch number printed on the container, and a photo of the original shipping label from the package you received. Incomplete requests cannot be processed.
Incomplete requests will not be processed. We will respond within 2–3 business days.
STEP 2 — RECEIVE YOUR RETURN AUTHORIZATION (RA) NUMBER
We'll review your request and respond within 2–3 business days. If approved, you'll receive your unique RA number along with complete return shipping instructions and the confirmed return address. (See Section 6)
Do not ship your return until you have received your RA number.
STEP 3 — SHIP YOUR RETURN
Pack the item securely in its original packaging, write your RA number clearly on the outside of the package, and ship to the address provided in your RA confirmation. We strongly recommend using a trackable shipping method and keeping your return tracking number. PumPums™ is not responsible for returned packages that are lost or fail to arrive at our facility. Customers are responsible for return shipping costs unless the return is the result of our error (defective product, damaged item, or incorrect item shipped).

EXCHANGES

PumPums™ offers exchanges on a case-by-case basis, subject to product availability.
▸ Exchanges are available for defective, damaged, or incorrectly shipped items. If you received a product that is defective, damaged, or not what you ordered, we will exchange it for the correct product at no additional cost to you.
▸ Exchanges for preference-based reasons (e.g., you ordered the wrong product) are handled on a case-by-case basis. Contact support@lovepumpums.com to discuss your situation.
▸ To request an exchange, follow the return initiation process described in Section 5 and specify in your email that you are requesting an exchange rather than a refund.
▸ If your requested exchange item is out of stock at the time of your request, we will issue a refund to your original payment method instead.

DAMAGED ITEMS

If you receive a product that is damaged, defective, or not what you ordered, please contact us immediately.

▸ REPORTING WINDOW

Damaged or defective item claims must be submitted within 30 days of your confirmed delivery date. Claims submitted after 30 days will not be accepted.
▸ REQUIRED DOCUMENTATION
To process your claim, the following documentation is required:
✦ PHOTOS (required for all damage claims):
- Damaged or defective product from all angles
- Product label showing the lot/batch number
- Original packaging (box, mailer, or poly bag) showing any external damage
- Shipping label on the original package
✦ VIDEO (required for defective items):
- A short video (15–60 seconds) clearly demonstrating the defect
- For leaking, broken seals, or contamination: video must show the issue clearly
✦ ORDER DETAILS:
- Order number and full name on the order
Incomplete claims will be placed on hold until all required documentation is provided.

▸ RESOLUTION

Once your claim is verified, we will arrange a replacement shipment or full refund — including any applicable return shipping costs — at no charge to you.

LOST PACKAGES

If your tracking information shows your package as delivered but you have not received it, please take the following steps:
Check around your delivery location (front door, mailbox, garage, side entrance, building mail room, neighbor's porch).
Check with other members of your household or building management.
Allow 1–2 additional business days — carrier 'delivered' scans can occasionally occur before physical delivery.
Contact the shipping carrier directly using your tracking number to open an investigation.
If the issue is not resolved within 5 business days, contact support@lovepumpums.com with your order number and the carrier investigation reference number.

▸ LOST IN TRANSIT

If your package tracking has not updated in 7 or more business days and the carrier has confirmed it is lost in transit, contact support@lovepumpums.com with your order number. We will work with the carrier to investigate and, where applicable, issue a replacement shipment or refund.

▸ INCORRECT ADDRESS

PumPums™ is not responsible for non-delivery due to an incorrect shipping address provided at checkout. Please review your shipping details carefully before submitting your order. If you notice an error in your shipping address, contact support@lovepumpums.com within 1 hour of placing your order.

Purchase Options

PumPums™ Product are available in two ways.
One-Time Purchase No commitment
Buy once with no recurring charges and no account required. Your order ships once and nothing further is billed. Standard and expedited shipping rates apply.
Subscribe & Save Best value
Subscribe to receive your gummies on a recurring schedule — monthly, every 6 weeks, or every 2 months — and save on every order. Your subscriber discount applies automatically at checkout and on every renewal. Subscription pricing and available frequencies are displayed on the product page before you commit. You can pause, skip, swap frequency, or cancel at any time from your account — no support contact required.

Subscription Billing

Your payment method is charged automatically on your renewal date at the subscriber price in effect at that time. We send a reminder email 3 days before each renewal charge so you always know what's coming and have time to make changes or cancel before the charge processes.
If our pricing changes, we will notify you by email before any renewal is processed at a new rate, giving you the opportunity to cancel first. If your card on file is declined, your subscription order will not be fulfilled and you'll receive a notification to update your payment details.

Managing Your Subscription

Everything below can be done directly from your account at www.lovepumpums.com — no support ticket or phone call needed.

Pause or Skip a Delivery

You can pause your subscription or skip a single upcoming delivery at any time through your account dashboard. Your subscription remains active and resumes on your next scheduled renewal date.

Change Frequency or Update Details

Switch your delivery frequency, update your shipping address, or change your payment method at any time through your account. Changes made after an order has already been processed take effect on the following renewal.
Cancellation is always simple. We believe cancelling should be as easy as signing up — two steps from your account dashboard, no phone calls, no hold times, no friction.

Cancellation Policy

When to Cancel

To avoid being charged for your next renewal, cancel before your next scheduled renewal date. Your 3-day advance reminder email is your clearest signal that the window is approaching. Cancellations received after a charge has already been processed will take effect from the following billing cycle — the processed charge is not automatically reversed.

How to Cancel

  • Log in to your account at www.lovepumpums.com.
  • Go to Subscriptions in your account dashboard.
  • Select the subscription you want to cancel and confirm. A cancellation confirmation email will be sent immediately.
  • You can also cancel by emailing support@lovepumpums.com with the subject line "Cancel Subscription – [Your Order Number]" before your next renewal date.

After Cancellation

Once cancelled, no further charges will be made and no additional orders will be placed. If a charge and a cancellation happen to fall on the same day due to timing, contact us right away and we'll review the situation.
Renewed before you could cancel? If your subscription is renewed and the order hasn't shipped yet, contact us immediately at support@lovepumpums.com — we'll do our best to stop it before it leaves our facility. Once shipped, our standard return eligibility in Section 5 applies.
Already charged for an order you no longer want? Once a subscription renewal or order payment has been processed, we are unable to cancel or modify the order. If the order has already entered processing or fulfillment, it cannot be stopped. If you no longer wish to keep the product after delivery, our standard Returns & Refunds Policy ("https://lovepumpums.com/pages/return-policy") applies — eligible unopened and unused items may be returned within 30 days of delivery.

Free Trials & Introductory Offers

If PumPums™ offers a free trial or introductory pricing period, all terms will be clearly disclosed before you subscribe — including the trial length, what you'll be charged at the end of the trial, and how to cancel before that charge occurs. We will never convert a free trial to a paid subscription without your explicit prior consent at sign-up.

CUSTOMER SUPPORT CONTACT INFORMATION

For any questions, concerns, support requests, or inquiries related to these Terms & Conditions, customers may contact PumPums™ at support@lovepumpums.com. Our customer support team aims to respond within 24 hours Monday through Friday, within 48 hours on Saturdays, and by the next business day for Sundays and holidays.
Response times are measured from the time your email is received during the above hours. Emails received outside of business hours will be addressed on the next applicable business day.
We are committed to resolving all customer concerns promptly and professionally. If you have submitted a request and have not received a response within the stated timeframe, please send a follow-up email referencing your original message.
PumPums™ serves customers within the United States through designated operational facilities supporting fulfillment, shipping, and customer returns. For shipping inquiries, returns assistance, or order-related concerns, customers may contact our support team using the information provided above.