Customer Service Policies
During regular business hours, most orders ship within 24 to 48 hours of being received. For orders under $100, Penelope Poet offers USPS Priority Mail shipping for a flat rate of $5, or UPS ground shipping for a flat rate of $7.50.
We are proud to offer free ground shipping within the United States via USPS on all orders over $100.
Canadian orders* ship via UPS Standard to Canada for a flat fee of $20.00
To expidte your order, we offer the following options:
UPS 2-Day $15.00
UPS Next Day $35.00
All rates are subject to change.
We care about our environment and strive to use environmentally friendly packing material as often as possible. Most orders ship via padded mailers that are composed of 90% recycled paper fibers with 50% post consumer material content.
* Canadian Orders
Penelope Poet's flat rate UPS Ground shipping fee does not include charges imposed by the Canadian Customs Agency. You are fully responsible for any additional fees imposed by customs, including any tariffs and duties. Sometimes customs will charge a fee, and other times they will not. If you have any questions regarding tariffs and duties please call the Customs Agency.
We ship to the following countries via USPS Express Mail International for a flat rate of $30.00:
Australia, Austria, Denmark, Finland, France, Germany, Italy, Ireland, Japan, Netherlands, Singapore, Sweden, Switzerland, Turkey, United Arab Emirates, and the United Kingdom.
Delivery times vary depending on the shipping destination. USPS Express Mail International service generally arrives in 3-5 business days.
Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. You will be responsible for paying additional charges for customs clearance; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; please contact your local customs office for further information. Additionally, when ordering from Penelopepoet.com, you are the importer and must comply with all laws and regulations of the destination country. You authorize us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country, to clear your merchandise and advance (on your behalf) any duties and taxes owed by you.
Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international Customers and Customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.
Also, we may provide certain order, shipment, and product information, such as description, to our international carriers, and this information may be communicated by the carriers to customs authorities to facilitate customs clearance and comply with local laws.
If the order is a gift, the package is marked "Gift," but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package.
Penelopepoet.com reserves the right to reject and refuse to ship any order, international or otherwise, if fraud is suspected.
Refused Shipments: If you decide to refuse any shipments from penelopepoet.com, you are responsible for the original shipping charges to you, any duties, taxes and/or customs charges that are incurred on the package (on both the original and return shipments), and the cost of returning the package to penelopepoet.com. This amount will be subtracted from your merchandise refund.
RETURNS & EXCHANGES POLICIES:
If for any reason you are not satisfied with your purchase, Penelope Poet has a 21 day return policy for all NON-SALE items. Custom and personalized items are not returnable. Please note that earrings cannot be returned due to hygiene reasons. All return items must be in original condition with tags attached and must be accompanied by a Return Authorization Form. The Return Authorization Form must be filled out completely including the Return Authorization number. This number can be acquired by contacting us at email@example.com
All returns must be received within 21 days from the date of purchase. Returns that do not meet our return criteria will be returned to you by mail. The postage will be charged to your original form of payment.
All Sale items are FINAL SALE and can not be returned. Any sale item we receive without a Return Authorization number will be returned to you by mail. The postage will be charged to your original form of payment. Items purchased with a coupon code are considered full price and can be returned within the 21 day period.
Exchanges can be made within the 21 days of the purchase date. Please follow the instructions on the invoice included with your purchase. We ask that you fill the exchange form out completely to ensure that your exchange is made properly. Penelope Poet will ship the exchanged item to you free of charge.
We will refund you order once it is received within our 21 day return policy. Please allow 3-5 business days for your return to be processed. In addition some credit card companies may take up to 3 business days to post the credit on your account. Once your return has been received and we have refunded your form of payment you will receive an email notification.
Please write your return authorization number on the outside of your package, include the completed return/exchange form along with the items to be returned (in original condition with tags attached), and send via insured mail to:
Penelope Poet, LLC
3020 El Cerrito Plaza #302
El Cerrito, CA 94530
FREQUENTLY ASKED QUESTIONS:
How can I contact Penelope Poet?
Our headquarters are located in the San Francisco Bay Area. Our operating hours are Monday through Friday 9:00 am to 5:00 pm Pacific Standard Time excluding weekends and holidays.
FOR MORE INFORMATION: