FAQs, Policies and Disclaimers
Q: Do you ship to my country?
A:We offer shipping to many countries across the world. All countries that we currently ship to are listed in the drop down list when entering your shipping address. If you have any questions about if we ship to your country, or for international shipping in areas not currently available online, 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: How much does shipping cost?
A:We charge $10.99 (US Dollars) to ship to Canada, and $18.99 (US Dollars) to ship to any other country for USPS First Class Mail. For orders over $50, free shipping does not apply due to the high cost of international shipping. Recipients are responsible for all duties and taxes.
Q: Do I have to pay Duties/Customs?
A:Yes, depending upon where you live, your order may be subject to additional tax or import duties upon arriving to your native country. Recipients are responsible for all duties and taxes; this includes items that are bought by one individual, and then sent to another as a gift. The recipient will be charged any duties and taxes upon it's arrival.
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. 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 shipment contains the tracking information necessary to track your package. USPS First-Class International Mail usually arrives within 2-8 weeks, with limited to no tracking.
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 it ends up being returned to us, then you are responsible for again 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.