FAQs
Returns & exchanges
Do you accept returns?
If you are not 100% satisfied with your purchase, you can return your qualifying item(s) for a full refund within 30 days of delivery. Returns must be unopened with the original tags attached (including the security tag, if applicable) and with the original packaging.
Limited collection sales are final. We have no control over items and packaging that are damaged in transit.
To initiate a return, please visit our Returns Portal or contact us at [email protected]
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
We will notify you once we’ve received and inspected your return, and let you know if the exchange was approved or not. If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected]
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected]
Can I exchange my product?
We offer exchanges on all full-priced items, subject to stock availability.
To start an exchange, please use our Returns Portal or contact us at [email protected]
How do I return or exchange my order?
To initiate an online return or exchange, please use our Returns Portal or contact us at [email protected].
Please note that items marked as "final sale" on our product page are not eligible for return or exchange.
If the item was received as a gift, the recipient can proceed with the return by providing either the order number (beginning with an IGLOO), the shipping zip code, the email address of the purchaser, or the phone number associated with the order.
Sending back your return
Ensure your return meets the conditions of our Returns Policy before lodging your return.
All returns must be lodged online. Please ensure the return slip is included with the garment to avoid delay or cancellation.
Return Parcel Tracking - For a seamless return process, a shipping label is created when you lodge your return through our portal. This label includes your tracking number, allowing you to follow the progress of your return.
Return Cost
The cost of return shipping is at the customer's expense and calculated by Refundid.
If you have received a defective, damaged, or incorrect garment: we will cover the cost of your return postage.
If a replacement is not available, a refund will be offered. Please note that items damaged due to normal wear and tear, accidents, failure to follow care instructions, or misuse will not be considered faulty.
Shipping & Delivery
Shipping Policy
We anticipate that your order will be processed and shipped within 2 business days. Domestic delivery typically take between 2-6 business days while International delivery times can take up to 21 business days or longer depending on location.
When checking out, you can choose which shipping service you would like to use along with the estimated delivery time. All rates are calculated in real time at checkout based on order size + weight and you shipping location.
Do you ship internationally?
Yes, we ship all over the world.
How much is shipping?
Shipping rates are calculated in real time at checkout depending on the size, weight, and destination of your order.
Duties & Taxes
Please be aware that if you are shipping to a country outside of the US, you may be liable for customs/import charges. Any all all applicable duties and taxes are the responsibility of the customer, and you’ll need to pay the required charges before your order can be delivered.
Unfortunately, we do not have any control over how much each country may impose in customs charges or taxes. We recommend contacting your local customs office for further information if you are unsure about this.
If any applicable duties and taxes aren’t paid, your order will be returned to Pudgy Penguins, and we’ll issue a credit note to your original payment method, minus shipping fees. Please note, we are unable to offer a refund for parcels “returned to sender” due to unpaid duties and taxes.
Lost Or Damaged Parcels
At checkout, we offer shipping insurance against lost or damaged parcels for a fee. If you choose this option, your order will be protected against any lost, stolen, or damaged packages.
Preorders
Orders containing pre-order items will follow standard processing procedures but will be shipped at a later date. The anticipated shipping date will be clearly indicated on the product page and you will receive a confirmation email once your order has been dispatched.
For orders containing both pre-order and in-stock items, the other items not on pre-order will be shipped separately within our standard shipping timeframes.
Track Your Order
You can track your order via your shipping confirmation email or by logging into your Pudgy Penguins account. If you do not receive your tracking details, please contact the team directly at [email protected].
General
How do your pieces fit and size?
For detailed size information, please refer to the product page of the specific item you are interested in.
Our core items come with a size and fit guide that provides both measurements and guidance on how the garment typically fits. Additionally, you can find the model sizes specified in the "size and fit" description available for each product.
How can I get in contact?
Please email [email protected] for order and or general related inquiries.
How should I care for my product?
Each item should be handled with care. You can view specific care instruction on the care tag located on your product or on the product page in the description.
