Our Commitment to Sophisticated Service

At Original Penguin Shop, we believe that exceptional style deserves exceptional service. Our shipping and returns policies are crafted with the same attention to detail and sophistication that defines our premium apparel collections. We’re committed to ensuring your shopping experience reflects the quality and elegance of our products.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Shipping Methods & Timeframes

Shipping Method Carrier Cost Delivery Time Features
Standard Shipping DHL or FedEx $12.95 10-15 business days after shipment Trackable, reliable service
Free Shipping EMS Free for orders over $50 15-25 business days after shipment Economical option for larger orders

Please Note: Delivery times are estimates and may vary based on destination, customs processing, and other factors beyond our control. We ship globally with the exception of some Asian countries and remote areas.

Accepted Payment Methods

We accept the following payment methods: Visa, MasterCard, JCB, and PayPal. All transactions are secure and encrypted.

Returns & Exchanges Policy

Return & Exchange Timeframe

We gladly accept returns and exchanges within 15 days from the date you receive your items. This timeframe allows you to ensure your Original Penguin pieces meet your exacting standards for quality and fit.

Eligibility Requirements

  • Items must be in original, unworn condition with all tags attached
  • Original packaging must be intact and included
  • A copy of your order confirmation or packing slip is required
  • Items must not show any signs of wear, damage, or alteration

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Cologne (due to personal care product regulations)
  • Socks (intimate apparel for hygiene reasons)
  • Hats (personal accessory for hygiene reasons)

These items are final sale unless they arrive damaged or defective.

Step-by-Step Return Process

1 Initiate Your Return Request

Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.

2 Receive Return Authorization

Within 1-2 business days, you’ll receive a Return Authorization Number and detailed shipping instructions.

3 Package Your Items

Carefully pack the items in their original packaging, including all tags and documentation. Include your order confirmation copy.

4 Ship Your Return

Use a trackable shipping method to send your return to:

Original Penguin Shop Returns
428 Dye Street
Mesa, AZ 85225
USA
5 Confirmation & Processing

Once we receive your return, we’ll inspect the items and process your refund or exchange within 3-5 business days.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Body:
Dear Original Penguin Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]
Order Date: [Date of Purchase]
Items to Return/Exchange:
– [Product Name], [Size], [Color]
– [Product Name], [Size], [Color]
Reason for Return/Exchange: [Please specify: size issue, color discrepancy, damaged item, etc.]
For exchanges, my preferred replacement items are:
– [Product Name], [Size], [Color]
– [Product Name], [Size], [Color]

Please provide return instructions and your Return Authorization Number at your earliest convenience.

Thank you,
[Your Full Name]
[Your Email Address]
[Your Phone Number]

Refund Information

  • Processing Time: Refunds are processed within 3-5 business days after we receive and inspect your returned items.
  • Refund Method: Refunds are issued to your original payment method:
    • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
    • PayPal: 3-5 business days to reflect in your PayPal account
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to our error or defective merchandise.

Exchange Process

Exchanges are processed once we receive your returned items. If your preferred exchange item is available, we’ll ship it immediately using your original shipping method. For size or color exchanges, we recommend checking current availability on our website before initiating your exchange request.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected]. We will arrange for a prepaid return label and expedite your replacement at no additional cost to you.

Need Assistance?

Our sophisticated customer service team is here to help you with any questions about shipping, returns, or exchanges.

Email: [email protected]

Response Time: 1-2 business days

Business Hours: Monday-Friday, 9:00 AM – 6:00 PM MST

At Original Penguin Shop, we’re committed to ensuring your shopping experience reflects the same quality and sophistication as our apparel collections. Thank you for choosing us for your style needs.

Original Penguin Shop – Where Sophisticated Style Meets Exceptional Service