Puffin Pillow

Shipping

We ship throughout the United States. Most in-stock items leave our shop within 1–3 business days. Made-to-order, special-order, drop-shipped, freight, and oversized products may require additional processing or lead time. Any known special timing or availability information will be noted on the product page when applicable.

Order Processing

Orders placed outside of our normal business hours will be processed as soon as possible once our team returns during regular operating hours, Monday–Friday. Orders placed over the weekend or on a holiday will begin processing the next business day.

Tracking & Delivery

• Tracking information will be sent by email once your order has shipped and tracking becomes available.
• Oversized and freight shipments cannot be delivered to PO Boxes.
• A signature may be required for high-value or specialty shipments.
• Some products may ship directly from the manufacturer or supplier and may arrive separately from other items in your order.

Freight & Oversized Items

• Large or oversized products, including bumpers, racks, tanks, and other heavy components, may ship via LTL freight.
• Please inspect all freight shipments at the time of delivery. Any visible damage should be noted on the carrier’s delivery paperwork and photographed before signing whenever possible.
• Failure to document freight damage at delivery may affect our ability to submit or approve a damage claim with the carrier.
• Residential freight generally includes curbside delivery only. Liftgate service, appointments, inside delivery, redelivery, or other special services may result in additional charges.

Order Changes & Cancellations

• Please contact us as soon as possible if you need to change or cancel an order. We will make every reasonable effort to accommodate the request, but cancellation is not guaranteed once processing has begun.
• Special-order, made-to-order, custom, built-to-order, and drop-shipped products may not be cancellable once the order has been submitted to the manufacturer or supplier or production has begun.
• If a manufacturer or supplier allows a cancellation but imposes a cancellation, processing, restocking, shipping, or other fee, those charges may be deducted from the amount refunded.
• Orders that have already shipped must be handled as a return and are subject to the return terms and fees below.

Returns & Refunds

Eligible items may be considered for return within 30 days of delivery. All returns require prior authorization from PAD Overland. Return requests are subject to our return policy as well as any applicable manufacturer or supplier return requirements.

Approved customer-requested returns are subject to a 35% PAD Overland restocking fee, plus any additional return-related fees imposed by the manufacturer, supplier, or distributor.

Return Eligibility

• Items must be new, unused, uninstalled, unmodified, and not test-fitted.
• Products must include all original packaging, hardware, manuals, accessories, and components.
• Original manufacturer packaging must be returned in resalable condition.
• Customers are responsible for confirming vehicle fitment, specifications, measurements, and compatibility before ordering.
• Buyer is responsible for return shipping or return freight unless the return is the result of an error made by PAD Overland or an approved damaged/defective item claim.

Restocking & Return Fees

• All approved customer-requested returns are subject to a 35% PAD Overland restocking fee unless otherwise stated in writing by PAD Overland.
• In addition to the 35% PAD Overland restocking fee, the customer is responsible for any return, restocking, cancellation, processing, handling, shipping, or freight fees imposed by the manufacturer, supplier, or distributor.
• Applicable fees will be deducted from the amount otherwise eligible for refund.
• Original shipping charges are non-refundable unless the return is due to an error made by PAD Overland or otherwise required by applicable law.

Special-Order, Made-to-Order & Drop-Ship Items

• Special-order, made-to-order, custom, built-to-order, and supplier-direct/drop-shipped products may be non-returnable or non-cancellable depending on the manufacturer or supplier.
• If the manufacturer or supplier does not authorize a return, PAD Overland may be unable to accept the product for return.
• If a return is approved, the 35% PAD Overland restocking fee and any additional manufacturer or supplier fees will apply.

Non-Returnable Items

• Installed, used, test-fitted, modified, or damaged products.
• Products missing original packaging, hardware, manuals, accessories, or components.
• Custom, personalized, made-to-order, or special-order products identified as non-returnable.
• Products the manufacturer or supplier will not authorize for return.
• Clearance or final-sale items and gift cards.

How to Start a Return

1. Contact PAD Overland with your order number, the item you would like to return, and the reason for the return.
2. If approved, we will provide return authorization and instructions, including the correct return location.
3. Do not ship an item back to PAD Overland, the manufacturer, or the supplier without prior authorization. Unauthorized returns or products sent to the incorrect location may be refused.
4. Package the product securely with all original components and paperwork. Insured, trackable shipping is strongly recommended.

Refunds

• Authorized returns will be inspected once received before a refund is approved.
• Approved refunds will be issued to the original payment method after all applicable restocking, supplier/manufacturer, shipping, freight, or other authorized return deductions have been calculated.
• Original shipping charges and return shipping costs are non-refundable unless the return is due to an error made by PAD Overland or otherwise required by applicable law.
• Once a refund has been issued, additional processing time may be required by your bank or credit card provider.

Damaged, Defective, or Incorrect Items

• Please contact us within 7 days of delivery if your order arrives damaged, defective, incomplete, or different from what you ordered.
• Please provide your order number along with clear photos of the product, packaging, and shipping label.
• For freight damage, please note visible damage with the carrier at delivery and take photos before signing whenever possible.
• The standard 35% PAD Overland restocking fee does not apply when PAD Overland determines that a return is required because we shipped the incorrect product or because an item arrived damaged or defective and a return/refund is the approved resolution.

Warranty

Many products sold by PAD Overland include a manufacturer warranty. Warranty claims are subject to the individual manufacturer’s warranty terms and procedures. We are happy to help facilitate the process when possible. Please contact us with your order number, photos, and a description of the issue.

Questions about fitment, shipping, return eligibility, or a special-order product? Please contact us before placing your order. Our team is happy to help make sure you are ordering the correct product for your vehicle.