Email us
Best for order questions, returns, or anything detailed. We reply within one business day.
hello@puchica.caWe're here to help.
Questions about an order, a product, or anything else? Pick the channel that works for you — a real person on the Puchica team will get back to you, usually within a few hours.
DM on Instagram
Fastest for a quick question. We check DMs throughout the day.
@puchica.canadaMessage on Facebook
Another easy way to reach us. Same team, same response time.
PuchicaWe're also on TikTok @puchica_canada.
What to expectReal people, fast replies
- Real person on the team
No bots, no auto-replies. Every message lands with a person.
- Average response: under 4 hours
Often much faster. Worst case: one business day, weekdays 9–5 ET.
- Order help 7 days a week
Tracking questions, returns, address changes — yes, on weekends too.
Common questionsThe short version
Where is my order?
Your tracking link is in the shipping confirmation email — usually within 1–2 business days of ordering. If tracking shows no movement for 5+ business days, email us and we’ll chase it down.
Can I change or cancel my order?
Within 2 hours of placing it, yes — just reply to your order confirmation. After that the order is being prepared for shipment and changes aren’t possible, but returns are always free once it arrives.
How do returns work?
A pre-paid return label ships in every box. Repack the item, peel the label, drop it off. Refunds land on the original payment method within 5–7 business days of us receiving it.
Do you ship outside Canada and the US?
Right now, Canada and the US only. If you’re elsewhere and really want something, email us — we’ll see what we can do.
Are the products in the photos exactly what I get?
Yes. The product photos on each listing are the actual product we ship — what you see is what you get.
Don't see your question? Email us — we read everything.
Still have a question?
Drop us a line. We read every message and we're happy to help.
Email hello@puchica.ca