All orders are shipped within 1-2 business days of you placing the order. The typical delivery timeframe is between 3 to 5 business days.

Delays may occur due to COVID-19, Holidays and/or any unforeseen events such as Earthquake, floods or typhoons.

Haven't received your package While Tracking Shows As 'Delivered'?

We are using USPS as the carrier, if the tracking says 'delivered' but you haven't received the package, plz follow steps below to find it.

1. Wait another business day

USPS delivery vans have GPS that sometimes automatically updates a shipment as 'delivered' prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day.

2. Confirm the shipping address

Confirm the shipping address provided at checkout by visiting your Order History and reviewing the order details.

3. Check around the delivery location

To help ensure the safety of your package, the driver will try to leave your package out of plain sight. We recommend that you check all exterior doors and any locations where the package could be placed, including the porch, back patio, garage, and any area out of potential weather hazards.

4. Check if someone else accepted delivery

Please ask any other individuals at the location if they might have received the package for you. Many times, a lost package was simply received and set aside by someone else and then forgotten. And occasionally, the postal carrier leaves it with a neighbor because he/she doesn’t want to leave it outside in the weather.

5. Contact your local post office

Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information.

If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. Ponyfly cannot reimburse orders that were misdelivered by the post office or stolen from a property, thank you for understanding!

If you have further concerns about delivery, I recommend reaching out to your local post office, as they usually have more immediate answers regarding shipping than we do.

Even so, please feel free to reach out to us! We're always happy to help in whatever way we can.


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