Shipping policy

Every Pagulayan order ships fast, and if anything arrives damaged or goes missing, we make it right.

Our promise

Ships fast. Most orders ship within 1 to 2 business days, and the delivery times shown at checkout start once your order ships. Pre-orders, such as Pristine™ shafts between production runs, ship in the order they were placed as soon as stock arrives.

Covered in transit. If anything arrives damaged or goes missing, we make it right.

Where we ship from

We ship worldwide from our warehouses in the United States, Canada and the Philippines. Each order ships from the location best suited to your address and the items you ordered, so some orders may arrive in more than one package.

Shipping options and cost

Shipping options, prices and estimated delivery dates are shown at checkout, based on your address and the weight of your order. Delivery dates are carrier estimates, not guarantees. Weather and peak season volume can cause delays, especially in November and December, so we recommend ordering gifts early.

A note on shipping costs: carrier fuel surcharges have risen sharply this year. We keep our rates as low as we can and absorb what we're able to.

Tracking

As soon as your order ships, you'll receive an email with your tracking number. Please allow 1 to 2 business days for the courier to process the package and for tracking updates to appear.

Duties and taxes

United States and Canada: any applicable sales tax is calculated and shown at checkout.

All other countries: we don't add tax at checkout. Your country's customs may charge import tax and duty on delivery, paid to the carrier. These charges are set by your government and are not charged by Pagulayan.

Tax ID: some countries, such as Indonesia, Brazil and Taiwan, need the recipient's tax ID to clear customs. If yours does, we'll ask for it at checkout or in your cart, or email you before your order ships.

Philippines: many orders ship from our local stock in the Philippines, so no import charges apply.

If something goes wrong

Delayed. If your estimated delivery date has passed and tracking hasn't moved, email us and we'll open an investigation with the carrier.

Marked delivered, but not received. Check around your door, your mailroom, and with neighbors first. If it still hasn't turned up, email us and we'll take it from there.

Damaged. Email us within 48 hours of delivery with your order number and photos of the box and the item. Please keep the packaging, as the carrier may need it for the claim. We'll make it right with a replacement or refund.

Address changes

Please check your shipping address before placing your order. If something needs to change, email us right away and we'll do our best to update it before your order ships.

Questions

Email care@pagulayancues.com with your order number and we'll be glad to help.

Last updated: November 2026