Shipping policy
Specific order questions not answered here can be sent to penguchanstudios@gmail.com. Please allow 48 - 72 hours for a response!
Order Processing |
We ship batches of orders off every Thursday. Typical order processing time may range anywhere between 1-10 business days, unless otherwise stated on the announcement banner on the home page.
If your order requires urgency, please let us know and - if possible - we will try to accommodate your request.
PLEASE NOTE: If you are visiting from overseas, consider purchasing from our Etsy instead due to customs.
| Destination | Estimated Delivery (after shipment) |
| United States | 2 - 5 business days |
| Canada & Mexico | 1 - 3 weeks |
| International (overseas) | 2 - 9 weeks |
UK Customers
Starting July 1st, 2021, all UK customers will have to pay additional VAT taxes and service fees incurred at your country's custom offices (no matter the package value).
PenguChan Studios LLC will not be collecting or remitting VAT; it will be collected by your country when the package reaches customs. Depending on where you are, package delays (additional 2 weeks) and additional processing fees may apply. Please check with your country's customs office to determine what your additional costs will be before buying.
Please understand that import taxes are NOT the responsibility of PenguChan Studios LLC; import taxes are also not included in the item price or shipping cost. Additional taxes/charges/fees are the customer's responsibility and must be paid to your country to claim your package.
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If we receive a returned package from customs: a) Pay shipping again to have the package re-sent OR b) Refund, minus a 20% restocking fee & original shipping costs. |
PenguChan Studios LLC will also not mark any shipment as a gift or alter the package value on the customs form.
BY PURCHASING FROM PENGUCHAN.COM (PENGUCHAN STUDIOS LLC), YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO THESE TERMS.
PREORDERS
If you have other items in the same order as a preorder item, the entire order will not be shipped until the preorder is in hand. Please see individual preorder listings for their approximate in-hand date.
ORDERS CONTAINING ITEMS FROM 3RD PARTY DROP-SHIPPER
If your order contains items fulfilled by Gelato, PODPartner, or any other external 3rd party, those items will be shipped separately by the vendor.
Items fulfilled by a 3rd party will have a note within the item description.
Items currently fulfilled by Gelato's on-demand print service:
- Art Prints (shipping ~$5)
Shipping costs by each vendor will be added into one total shipping sum at checkout.
ORDER TRACKING
All orders come with a tracking number. You will automatically receive a tracking number through e-mail once your shipping label has been printed.
Please note that tracking numbers on international orders may be delayed or stop updating entirely once they cross the border.
ORDER COMBINATION
We do not offer order combination at this time. Orders purchased separately will be shipped separately.
INTERNATIONAL CUSTOMS
Customers are fully responsible for any taxes or customs fees associated with receiving their order. We will not be able to refund any shipping & handling fees if you deny the package due to customs fees.
"MY ORDER TRACKING SAYS IT'S OUT FOR DELIVERY / DELIVERED, BUT MY PACKAGE ISN'T HERE?"
- Wait a couple of days -- USPS sometimes prematurely scans packages as "delivered" when it's still in transit.
- If a few days have passed and you are still unsure of your package's whereabouts, please call the post office to make sure it is not being held there. If you contact your regional/local post office (instead of the national customer service hotline), they are usually able to look up the exact GPS location of where your package was dropped off.
- Try asking your neighbors to see if something got mixed up or was delivered to the wrong door. It happens!
- Double-check with your family members or roommates to make sure they didn't bring your package inside and forgot to tell you.
- Check all areas of your property -- could it have gotten swept away or blown somewhere nearby? Be sure to check your yard, front/back door, porch, bushes, etc.! Sometimes delivery personnel place packages at different accessible locations on your property.
Once I hand something over to the United States Postal Service for shipping, it’s completely out of my hands, especially after it’s been marked as “Delivered”. Your local post office will be most qualified to help you locate your package! I only know as much as you do from the tracking information.
ORDER DAMAGED IN TRANSIT OR INCORRECT UPON ARRIVAL
In cases of an order that has been damaged in transit, or if your order contained incorrect items, please send an email to penguchanstudios@gmail.com within 15 days of delivery.
Please include your full name, order number, and photos of the incorrect or damaged goods. Sometimes there are easy fixes for minor things (like bent pin backs), which I can help instruct you to fix!
Due to inventory changes, unfortunately we cannot offer replacements or refunds 15 days past delivery.
RETURN TO SENDER ORDERS
If your order is returned to sender due to an error that is not mine (for example: shipping address provided is inaccurate, order was not picked up at post office, package was refused, unpaid customs etc.) you may elect to either have your order reshipped if an alternative address is provided and a re-shipment fee is paid, OR you may elect for a refund of the item minus the shipping costs and a 20% restocking fee. Please note that the re-shipment fee will be the original cost of shipping.
