Shipping policy
Last Updated: August 18, 2026
Thank you for shopping with PTO Direct USA. This Shipping Policy explains how orders are processed, shipped, tracked, and handled if a delivery problem occurs.
Order Processing Time
Most orders are processed within 1–2 business days (Monday–Friday). Orders placed on weekends or holidays are processed beginning the next business day. Processing time does not include carrier transit time.
Standard Shipping
PTO Direct USA ships using major U.S. carriers, including USPS, UPS, and FedEx.
- Standard Shipping: Approximately 2–7 business days after processing
Most customers receive their order within 3–5 business days from the date ordered.
Delivery dates are estimates and may occasionally be affected by carrier delays, weather, holidays, or other conditions.
Shipping Delays and When to Contact Us
Occasional carrier delays can happen, but we are always available to help review the status of your shipment.
Please contact us if:
- Your tracking has not updated for several days
- Your estimated delivery date has passed
- Your shipment appears to be traveling in the wrong direction
- Your order has not arrived within 9 calendar days from the date ordered
We will review the tracking information and, when appropriate, contact the carrier or begin a missing-package inquiry. Reaching nine days does not automatically mean that a package is lost, but it is a good time for us to investigate the delay.
Shipping Address Accuracy
Please carefully review your shipping address before submitting your order. Customers are responsible for providing a complete, correct, and deliverable address at checkout.
If you notice an address error, please contact us as quickly as possible. We will make every reasonable effort to correct the address before shipment, but changes cannot be guaranteed after an order has been processed or transferred to the carrier.
Delivery problems caused by an incorrect or incomplete address may require the customer to pay additional reshipping costs.
Tracking Information
Once your order ships, tracking information will be sent by email. Please allow 24–48 hours after the shipping label is created for the carrier to begin showing tracking updates.
Some kits and multi-part orders may ship in more than one package, sometimes using different carriers. Separate packages may receive separate tracking numbers and may arrive on different days. When available, tracking information for each package will be sent by email.
Lost or Missing Packages
If your tracking appears delayed or your order has not arrived within 9 calendar days from the date ordered, please contact us so we can review the shipment and help determine the next step.
If the shipping carrier confirms that a package has been lost in transit, PTO Direct USA will reship the lost package at no additional charge. Carrier confirmation or completion of a missing-package inquiry may be required before a replacement shipment is issued.
If tracking shows that a package was delivered but you cannot locate it, please contact us promptly. We will help review the delivery information and available carrier options. Packages marked delivered may require a carrier investigation and are handled differently from packages confirmed lost in transit.
Packages delayed or returned because of an incorrect address, recipient refusal, or failure to collect the shipment are not considered carrier-confirmed lost packages.
Refused or Undeliverable Packages
Packages returned to us because of an incorrect address, refusal by the recipient, or failure to pick up the shipment from a carrier location may be refunded minus the original shipping costs after the returned merchandise is received and inspected.
If you would like an undeliverable package reshipped, additional shipping charges may apply.
Contact Us
If you have any questions about shipping, tracking, a delayed delivery, or a missing package, please contact us. We are happy to review the shipment and help determine the appropriate next step.