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. After contacting us 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 30 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 30 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 Gift Shop is 100% responsible for the return and exchange shipping charges and will send you a pre-paid return shipping label.
Customer Responsibility: 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 Gift Shop will do everything in our power to rescue your missing penguins.
PGS Responsibility: If there is an address or delivery mistake due to Penguin Gift Shop of course we are 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. 1 413 584-5432 e-mail [email protected]
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