Pengu Package Protection Policy

Last Updated: April 24, 2026

Pengu Package Protection is an optional add-on that gives you extra peace of mind on every order. When you add Pengu Package Protection at checkout, we take care of your package if it gets lost, damaged, or stolen while in transit.

What Pengu Package Protection Covers

Pengu Package Protection covers the full cost of the merchandise in your order (the items you purchased).

We will either:

Send you a replacement order at no extra cost, or
Issue a full refund to the original payment method.

What Pengu Package Protection Does NOT Cover

Shipping charges, taxes, duties, or handling fees
Any additional costs beyond the price of the merchandise itself
Orders that were never shipped or were cancelled
Items damaged after delivery (customer responsibility)

Lost Packages

If your tracking shows the package was marked “delivered” but you never received it, Pengu Package Protection has you covered. You must file your claim within 30 days of the original shipping date.

Damaged Packages

If your order arrives damaged, Pengu Package Protection will replace the affected items or refund you. Photos of the damage and original packaging are required. Claims must be filed within 14 days of delivery.

Stolen Packages

If your package is stolen after delivery (porch piracy, mailbox theft, etc.), Pengu Package Protection will replace your order. A police report is not required, but we may ask for a photo of the delivery location if needed. Claims must be filed within 30 days of the delivery date shown on tracking.

How to File a Claim

Locate the confirmation email you received after checkout that contains your Pengu Package Protection order number.
Click the “File a Claim” button in that email (or go to your account → Orders → select the protected order).
Fill out the short claim form and upload any required photos.
Our team reviews every claim and responds within 24 business hours.

Important Notes & Limitations

Protection must be added to your order at the time of purchase — it cannot be added afterward.
Coverage applies only to the shipping address provided at checkout.
One claim per protected order.
Pengu Package Protection is non-transferable and non-refundable once the order has shipped.
We reserve the right to deny claims that show clear signs of fraud or abuse.

By purchasing Pengu Package Protection, you agree to these terms. If you have any questions, feel free to reach out to our support team at any time.

Questions? Contact us at [email protected]