FAQs, Policies and Disclaimers
Due to the overwhelming volume of online orders and shipments this year, there is an unprecedented amount of shipping delays with all shipping companies. These delays do not just affect the delivery time but the processing time which also delays the tracking updates as well. Any completed order with a tracking number will not be reshipped nor refunded. If there are extenuating circumstances feel free to contact us. We do apologize for any inconvenience, and truly appreciate your patience and business.
Q: How much does shipping cost?
A:Shipping for Domestic (U.S.) Orders under $50 varies based on the weight of the item(s) and shipping address. At Pen Chalet we offer free shipping on all Domestic (US) Orders over $50. Please see our Free Shipping Page for any questions and any exceptions.
Q: When will my order ship?
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 as soon as you can. Also, all products have, under their prices, the estimate of how long it will take to ship. Please allow extra time for items marked Special Order* as they are items we are ordering in for you. If you have any questions about when your order will ship, 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: When will my order arrive?
A:The e-mail you received to confirm the shipment of your order contains the tracking information necessary to track your package. You can use this information to track the arrival of your package. Most Domestic (US) Orders are shipped using USPS First-Class or Priority Mail, which usually takes 2-5 business days to arrive.
Q: I need to change my shipping address!
A:Please reach out to us as soon as you realize there has been an error. If your order has not shipped yet, we may be able to help you make changes to your shipping address. 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.
If your order does ship to the wrong address we cannot change the address. If the package ends up being returned to us, you are then responsible for paying the cost of shipping to resend it to you. If you instead wish to cancel your order, we can refund you for your order, less the original shipping charges.