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FAQs, Policies and Disclaimers

Order Status

Q:
I made a mistake! Can I change my order?

A:
If your order has not shipped yet, we may be able to help you make changes to your order such as shipping address or wrong or missing items. Chat with us, call us at (877) 509-0378, or go to our contact us page, and we will do our best to help you.

Q:
How do I know my order has shipped?

A:
You will also receive an e-mail from us when your order ships. You can always log into your account to see the details about your recent order(s).

Q:
My order has shipped, but how do I track it?

A:
The e-mail you received to confirm the shipment of your order contains the tracking information necessary to track your package. There is also a link within your account to the tracking information. If you have lost this information, chat with us, call us at (877) 509-0378, or go to our contact us page and we will do our best to help you.

Please note that not all shipping methods have full tracking. All domestic (U.S.) shipments come with full delivery confirmation. On the other hand, with international orders, tracking will depend on the shipping method.

Q:
I received my order, but items in it are damaged/missing. Help?

A:
At Pen Chalet we pride ourselves with the speed of our shipping. We do our best to ship your orders within one business day of you placing the order. At times, however, there are delays due to high demand of a product, delays with our distributor, and other such things. In these cases, we often ship partial orders in order for you to enjoy the items we have in stock can as soon as you can. If any item is damaged or missing from your item, please chat with us, call us at (877) 509-0378, or go to our contact us page, and we will do our best to help you.

Q:
My order never arrived! Where is it?

A:
The e-mail you received to confirm shipment contains the tracking information necessary to track your package. If the tracking information you received states that the package was delivered, but you never received it, it is recommended that you first check with your local post office (or customs office) to see if they have additional information. They usually are the best sources of information in these scenarios.

If you still need help, please chat with us, call us at (877) 509-0378, or go to our contact us page, and we will do our best to help you.
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