Returns & Exchanges

Return and Exchange Instructions:

If you would like to return a penguin, penguins or your entire order for an exchange or refund, you need to contact us first either by phone or e-mail and let us know of your request for a refund or exchange.  Simply package the item(s) up in their original packaging (if any) along with a note stating your intention for an exchange or refund and mail them back to us, as well as the return address you'd like the exchanged penguins to ship to.  Sending your original shipping invoice would help expedite the process as well.  You have 21 days from the receipt of your order to return or exchange any or all of your penguins, but we have been known to make exceptions in special circumstances for returns past the 21 days. 

Costume Returns: Please note, we only allow 3 days from receipt for returns or exchanges of  penguin costumes.

Returns and Exchanges: All claims for damaged, missing or incorrect penguin items should be made ASAP by contacting us either by phone or e-mail.

Return Shipping Charges: If the penguin item you are returning for an exchange or refund is damaged, defective or incorrect, Penguin Place is 100% responsible for the return and exchange shipping charges and will send you a pre-paid return shipping label.  

Customer Responsibilty: If there was no damaged, defective or incorrect item sent to you, but you need to return or exchange the penguin item because you either ordered the wrong size, style or penguin, the giftee already has one, or your penguin loving girlfriend broke up with you right before you could give her your gift.   Then, you the customer are responsible for the return and / or exchange shipping.

If you entered the incorrect address with your order and the package is either delivered to the wrong address or returned to us, Penguin Place will do everything in our power to rescue your missing penguins, but is not liable to replace the penguin contents of the package.  If a package is returned to us because of customer address error, the customer is responsible for any addition shipping charges to re-ship the package once the address is corrected. 

Penguin Place Responsibilty: If there is an address or delivery mistake due to Penguin Place, UPS or USPS the Penguin Place is responsible and will either re-route (if possible) or re-ship your penguins pronto

Again, please notify us of your intention to return items first before sending anything back to us. Toll Free 1 877-736-4946  Canada or International  1 413 584-5432  e-mail penguin@bway.net

You should call 1 877-736-4946 or e-mail penguin@bway.net before returning an item.  

If you still have the original packing slip, please make note of the item(s) you are returning, list a reason for the return, note the items you'd like to exchange them for (in applicable), and note the correct return address. Ship the package to us at

Penguin Place (returns)
26 Main St.
Northampton, Ma 01060
 
Please Note: Items must be in original packaging or like-new condition to be eligible for  refund.