Frequently Asked Questions
IS MY CREDIT CARD INFORMATION SECURE? Absolutely. All credit card information is encrypted via Authorize.net. See our certificate on our home page and the secure lock on our shopping and check out pages. This information is passed between your bank and our bank to enable the transaction. This information is passed utilizing 128-bit Secure Socket Layer (SSL) encryption technology for all transactions involving your sensitive customer data. This means that if someone was trying to acquire this data for illegal purposes all they would see is a stream of useless gibberish. We never see, nor store your credit card information at Penguin Place, unless you place a phone order and with those we give our penguin promise that your credit card info is safe and never leaves our igloo. In over 25 years of penguin sales whether our brick and mortar stores or on-line have never experienced a security issue or had any customer personal / financial information compromised.
Can I place an order via PayPal? Yes. Just hit the PayPal button in the checkout page.
WHAT IS THE PENGUIN PLACE RETURN POLICY? If you are not satisfied with your penguin purchase, you may return your penguins within 21 days of receipt for a full refund (72 hours for costumes). Items returned or exchanged must be in good condition and in their original packaging (if applicable). If your merchandise arrives damaged or defective, we'll be glad to send you a new one as long as you notify us within a week of receipt. Please notify us via phone or e-mail before returning or exchange items. Phone 1 877 736-4946 or 1 413 584-5432
Restrictions: UPS Ground, USPS Priority and USPS Next Day Air are not available to APO/FPO, PO Box addresses, AK, HI, PR, USVI, Guam, all US protectorates or any address that does not have a street address. For these addresses all orders will be shipped and charged at USPS Priority Mail rates. Some larger items are restricted from INTERNATIONAL AIR-MAIL and Domestic UPS and USPS Express Mail Orders. These over sized penguin items are listed as such in our shopping igloo.
DELIVERY: All orders and charges will be confirmed via E-mail within 24 hours. Most orders will be shipped within 24 hours of receipt (or next business day). All shipments U.P.S. Ground or US Postal Service are Insured. Mass residents that also have their penguins shipped to a Mass address will be charged an additional 5.65% of the pre-shipping amount in Mass sales tax. All Express, Next-Day, or 2nd Day orders must be placed before 3:00 PM Eastern Standard Time! HOW LONG CAN I EXPECT DELIVERY TO TAKE? If we receive your order before 3 pm EST and all items are in stock, it will go out the same business day. We do not ship on weekends or holidays as we can't get the UPS man to work on those days. Most orders will arrive with regular surface shipping (UPS or USPS) within 2-5 business days depending on your location in the U.S. The closer you are to Northampton, Mass, the shorter the delivery time. Because we usually ship out orders within 24 hours it does not make sense to have your penguins shipped via 3 day UPS if you live east of the Mississippi River. Your penguins will arrive just as fast, if not faster via regular UPS Ground or Priority Mail and it'll cost you about $10 less. Also, as UPS does not count the day the package ships out or weekends towards the 3 Day Service, 3 Day Guaranteed according to UPS can mean anything from 4 to 6 days. So only penguin people west of St. Louis would need this service if they wanted their penguins in a hurry. Example: A penguin package shipped to Los Angeles on Monday via 3 day UPS will arrive on Thursday. See the UPS map above to see how long your shipment will take and select your shipping method accordingly.
CAN I ORDER OVERSEAS? Penguin Place has received and shipped penguin orders all over the world, from Albania to Antarctica. So overseas orders are no problem. See our international shipping charts below or on our order checkout page. You are also entitled to international shipping discounts if you keep your penguin purchases restricted to small or light items such as apparel, jewelry, small plush or figurines, etc. Just ask us what we can do for you and we'll give you a shipping break on lighter smaller orders. We ship international orders via USPS Air Mail and arrival of your penguins are determined by the respective customs and postal services of your country. Alaska, Hawaii, Puerto Rico, APO, Guam or other U.S. Territories are not charged extra and will be billed according to regular ground Penguin Place shipping rates and will ship via USPS Priority Mail only.
HOW ARE ITEMS SHIPPED? We use both UPS and Priority Mail from the US Postal Service. If it must be one or the other please note that on your order form, otherwise we use our own discretion. We do offer 2nd and 3 Day UPS service.
WHAT IS P-BAY? P-bay is a shopping category we've created that offers customers penguins that are discontinued and no longer available in our regular catalog. They are either store display models, old penguins we found in our store room that were hiding behind a box, used, antique or collectible waddlers. We will let you know as clear as possible the vintage, wear and condition of these penguins, and hope you enjoy and take advantage of the chance to obtain these once thought to be gone for good penguin items.
CAN I LIST ON P-BAY? If you have some old penguin items that you'd like to list on P-Bay, just send us the items along with a price list you'd like us to sell the items for. Many P-Bay sales are combined with items from our regular catalog and therefore we need to have your items in our Igloo to include them in orders. If your P-Bay items were not here at Penguin Place it would make it cost prohibitive to incur a second shipping charge. If we sell one or more of your penguin items keep 10% of the pre-shipping total and send you a check for the rest. At any time you can request to have your items returned or the price changed. Unlike E-Bay, P-Bay is not set up for bidding or auction. We will list your penguin for as long as you want, but our recommendation is that after three months if it doesn't sell that you reduce the price.
CAN I SHOP AT PENGUIN PLACE IN PERSON? We recently moved from Brooklyn and are presently located on the 3rd Floor at 26 Main St. in historic and beautiful downtown Northampton Mass. Because of the nature of our building you cannot simply waddle into our Igloo, but if you're planning to be in the neighborhood, be sure to call us ahead of time, and we will make every effort to accommodate you, by meeting you downstairs to help facilitate your very special personal penguin shopping experience. Just remember to call or e-mail us ahead of time. 1 877 736-4946
WHAT IF I NEED SOMETHING SHIPPED OVERNIGHT? We do offer UPS Next Day service, 2nd Day and 3 Day service (see rate chart for prices). However, certain larger items are not available for express shipping and are stated in the description of the items on our shopping pages. If you insist that you really, really need a large penguin (that's not available for express shipping) to be shipped Express, we will reserve the right to find out from UPS the shipping rate and let you know of the charge.
WILL I HAVE TO PAY REGULAR SHIPPING IF I'M ORDERING JUST A COUPLE OF BUMPER STICKERS, TEMPORARY TATTOOS OR A KEY CHAIN? Not necessarily. When we receive mini orders as described above we always adjust your shipping charges down for you. There's no reason to charge you $5.00 in shipping when you just want to order a $2.00 bumper sticker. In such cases (because birds of a feather should flock together) we will adjust the shipping charge down to a dollar or two depending on the item(s) and destination. It's just common penguin courtesy. You should always call or e-mail to ask.
WHAT IF I NEED TO CHANGE SOMETHING ON AN ORDER FORM I HAVE ALREADY SUBMITTED? Please call or e-mail us as soon as possible. If you do not contact us by 3 pm EST of that business day, chances are your order has already been processed and shipped out.
HOW CAN I CHECK ON AN ORDER AFTER IT'S SHIPPED? If you include and e-mail address with your order you should receive tracking numbers and shipping confirmation from the USPS, UPS or Fed Ex.
WHAT HAPPENS IF SOMETHING I ORDER IS BACK ORDERED? If an item on Penguin Place is sold out we usually take it off the website right away, but sometimes we forget or don't take it off fast enough. If that is the case and you order something that is not in stock we will notify you right away. In those cases you can decide if you'd like to wait for the item to come back in stock, request a refund or a replacement. Either way you will be notified.
HOW DO I KNOW IF SOMETHING IS SOLD OUT? If an item is on the website it is in stock. We try to take all sold out penguins off Penguin-Place.com as soon as it becomes sold out. So, essentially, if you see it on Penguin Place, it's available.
Do You Have a Wishlist? Yes.
HOW DO I PLACE AN ORDER FOR A GIFT CERTIFICATE? Just go to our Gift Certificate Section and enter the amount for the Gift Certificate you want. We offer it in denominations of $5. So if you want a $50 GC enter the number 10 in the order box. Then when checking out enter the person the Certificate is for in the Ship To section of the form. We will confirm the Gift Certificate via e-mail and then send the certificate with instructions on how to use it (along with any message you'd like us to include) to the recipient.
DO YOU CHARGE TAX? Orders originating and shipping to Mass are subject to an 5.65% sales tax.
WHAT CREDIT CARDS DO YOU ACCEPT? We accept VISA, Master Card, American Express, Discover and PayPal.
WHAT IF I DON'T HAVE A CREDIT CARD? If you do not have a credit card and would like to order online, just order as you normally would, then print the order form before submitting the order. At this point, just figure out the appropriate shipping charge for your order from our shipping chart in this section and mail your order in with a check or money order for the sub-total, plus the shipping amount. Our address is Penguin Place 26 Main St. Northampton Ma 01060. As soon as we receive your payment, we'll mail out your order.
WILL YOU SHARE MY E-MAIL ADDRESS WITH OTHER BUSINESSES? Don't worry. Your privacy is safe with us. We have never sold, shared or made available any of our customers' names, addresses, phone numbers, e-mail addresses or favorite penguins.
WHAT IS THE PENGUIN POST? The Penguin Post was our all-penguin news, information and entertainment publication. It is about any and all things penguin. Between 1995 and 2001, twenty five Penguin Post print issues were published and mailed out to subscribers all over the penguin loving world. Right now you can read our Penguin Place Post Blog daily.
DO YOU HAVE A PRINT CATALOG? Sorry to say, we no longer have a print catalog.
HOW DO I FIND OUT ABOUT NEW AND SALE ITEMS? We now have a constantly updated NEW and SALE Sections. Join our Penguin Place Facebook Page for frequent updates
WHAT IF I HAVE A QUESTION ABOUT AN ITEM? Give us a call at 1-877-736-4946 or e-mail us at email@example.com
DO YOU TAKE REQUESTS FOR ITEMS? We always listen to what the penguin loving public is saying. Many times if we don't have an item available, we can get it or help you find it through another source.
DO YOU OFFER QUANTITY DISCOUNTS OR SELL WHOLESALE? If you're from a business, club, school, team, organization or planning a penguin themed event and you're interested in quantity discounts for a particular item or items, please give us a call or e-mail. Discounts of 25% to 50% are offered for items in bulk depending on the item and the quantity. Give us a call 1 877 736-4946 to find out.
What Are Your T-Shirt Sizes?
IS THERE A BETTER ALL-PENGUIN SITE? We'll let you be the judge of that, but if you ask my mom she'll say no way.
WHAT HAPPENED TO HEATHER? Heather and her kitty Dr. Nussbaum moved to Boise, Idaho to be with her boyfriend and cat. She says hi and misses you all.
What Happened To Your Brooklyn Penguin Place? On June 1st, 2009 we moved all our penguins to our new home in Northampton. We'll miss Brooklyn and all our friends, but the lack of snow during the winter left our penguins sad. Northampton is great and the penguins are all very happy here.
Sending gifts through Penguin Place is simple. Simply enter the shipping address of the recipient in the Shipping Address Module when you check out. You can write us a message or note that you'd like to accompany the penguins and we'll write your message of penguin stationary at no charge. If there's a greeting card that you have purchased in your order and would like us to write your message in that then also just let us know in the message box in the checkout page and we'll be happy to help. If you do not write us a message or instructions we will simply write on a piece of penguin stationary "Penguins courtesy of (your name here). We never list prices on any documents that ship with the package, so your penguin secret is safe with us.
ANY OTHER QUESTIONS WE HAVEN'T ADDRESSED? If there is anything we haven't addressed please let us know. We appreciate all comments and feedback.
Keep Waddling, Eric