To Order, call 1-888-308-9833 (Mountain Standard Time).
We accept Visa, MasterCard, and Discover. Please note that the charge will show up as billed from Panda Products.
Safety of Ordering Online and Privacy Answers: Is it safe to order online?
Statistics show that it is actually safer to use your credit card online than to use it on the phone or in person where someone may overhear. Our secure connection ensures that all account information is fully protected during transmission to us. If you do not want to provide your credit card number online you will also have the option of calling us toll free after you have submitted your request. You can tell that a page is secure by a security notice when you enter a secure page and by the presence of a key or lock icon on your browser, depending on which browser you use. You should not bookmark secure pages and you should also clear the browser cache and quit the browser completely when you are finished in order to protect your own privacy.
I'm not comfortable ordering online. Can I still place an order?
You may call us toll free at 1-888-308-9833 (Mountain Standard Time) to place an order or fax your order to 1-719-264-8246. Please leave a message if you miss us. It is safe to leave your credit card information on this machine. You can also send a check or money order to: Penguin Pals 490 Quakie Way Bailey, CO 80421 1-888-308-9833 (Mountain Standard Time)
What do you do with my private information?
It is our policy to preserve the privacy of our customers. Be assured that we will not and have never sold, given or shared your information to anyone else. It is just used for the ordering and shipping process.
It is NOT safe to send your credit information to anyone online. Please protect yourself and do not send it to us. Our policy is to never include your credit information in an email in order to protect you.
How can I be sure of the quality?
Penguin Pals offers a 100% moneyback guarantee. If you are not completely satisfied with any item within 30 days, return it in original packaging in like-new condition for a full 100% refund.
Shipping Answers: How will you ship my order?
Orders are shipped by Priority Mail unless Express Mail (or international) is specified. The post office says that Priority Mail takes 2-3 days, but this is not guaranteed. Express Mail is overnight.
How do I know how much it will cost to ship my order?
Just select the items that you are interested in and the cart will calculate it for you based on weight. The cart charges for a minimum of one pound automatically.
How long will it take to receive my order?
Orders are usually processed the same day that they are received (weekdays only) or within 2-3 business days. Orders are shipped by Priority Mail unless Express Mail (or international) is specified. The post office says that Priority Mail takes 2-3 days, but this is not guaranteed. Please allow for 7 business days. Express Mail is overnight. If you do not receive your order within that time, you probably have something on backorder. Items not in stock may delay your shipment. If you would like to receive the items that are in stock immediately, you can contact us and authorize an additional charge to cover the payment of two separate shipments. Please remember that all mail takes longer during heavy mailing seasons such as the Christmas holidays.
Why haven't I received my order yet?
We almost always send your order as soon as we receive it. Possible reasons why you may not have received your order yet:
You ordered on a holiday or weekend when we are not open.
You ordered something that needs to be made. Give us a few extra days to find the blank totebag, shirt, etc. in your size so that we can make your item(s).
You ordered an item that is made by our seamstress. You need to allow several extra weeks for those items.
You placed an international order that takes longer.
Most likely, something that you ordered is out of stock. Most of the time, our cart will let you know, but sometimes it lets you order anyway. We will send your order as soon as we receive that item(s).
How much is the additional charge to ship my order in two shipments?
Normally, the charge is $3.00. Some factors that may alter this are weight, size, or international orders.
Why does it take longer to receive my sewing order?
If we do not have one of these items in stock, we will have to get the order to the seamstress and give her time to make it. If we run out of material, it will take a while to try to locate more.
When will I receive my Express Mail order?
Express Mail orders should be received the next day after they are shipped. We try to ship all orders the day that they are received and take special care to do this for your Express Mail orders. However, please note that this is Monday through Friday business days during business hours only. Holidays or orders placed after 4:00 PM MST will be processed the following business day.
Payment Answers: Do you charge tax on my order?
Colorado residents are the only ones charged tax for our Internet orders. That charge will be 3% for state residents and an additional 3.1% if you live in Colorado Springs.
Can I pay by check? How long does it take to receive my order?
Unless you have established a good credit history with us previously, we will wait until your check clears before sending your order. New customers can establish good credit history with us by ordering by credit card the first time or by waiting for the check to clear the first time.
What credit cards do you accept?
Visa, MasterCard, Discover, and American Express. Please remember that the charge will show up as billed from Panda Products.
What if I don't have a credit card?
You can still use the cart to calculate your order. Just fill the cart and then select "Purchase by Check or Money Order" and send your payment to us. We will send your order as soon as we receive your payment. You can also use a CubeCard.
What is a CubeCard and how can I get one?
CubeCard is a new Internet currency that works like the prepaid phone cards that you can currently use. CubeCard is completely safe, secure, and convenient to use. You can use a CubeCard even if you are concerned about Internet safety or if you do not have access to a major credit card. It makes a wonderful gift! Purchase cards in denominations of $25, $50, $100, or $500. You can use it at any participating merchant. Negotiations are currently taking place with several national discount and department stores as distribution centers. Find out how to obtain your card and about other participating merchants at http://www.cubecard.com
Why has my card been charged when I haven't received my order yet?
When you placed your online order, you charged your own credit card when you pressed the button on the cart. These charges are held in a batch file until a time out of our control, but usually sometime in the afternoon. At that time, all the charges for the day are actually taken out of your account automatically by our payment authorization service. This can occur before we even see your order, especially on weekends, holidays, and orders placed late in the day.
Catalog Answers: Do you have a printed catalog?
We currently have a small two-sided 8 1/2" X 11" catalog that has some of our items in it. We will update this as we can.
How can I receive a catalog?
Pay $2 and receive a catalog with a $2 discount coupon immediately.
Why are some items on the site but not in the catalog?
We are constantly updating our web site so that is the most current and accurate list of products and prices. On the other hand, we only print a catalog twice a year and it is very difficult to update it. We offer current sales, discounts, and larger pictures on the site.
Out of Stock Questions: How do I know if an item is out of stock?
If an item is out of stock, it will tell you after you place it in the cart. Please note that if someone else puts the last of an item into their cart at the same time that you do, there is the possibility that both orders will go through without one of them getting the "item is out of stock" message. In that case, the first invoice that we receive will get the item.
What happens if something I order is backordered?
If an item is out of stock, it will usually tell you after you place it in the cart. We will hold your order and ship the complete order as soon as that item(s) arrives.
The item I want says that it is out of stock. When will it be in stock? Can I still place an order?
Please note that many of thebedding and clothing items require sewing time. Please allow for 6-8 weeks for the custom bedding, 2-4 weeks for blankets and pillows, and 1-2 weeks for clothing. These items will show as out of stock, but you can still place an order by noting in the comment box that you are willing to wait. The length of time on other items to be in stock varies. If you need something by a certain date, feel free to contact us.
International Questions: I live outside the United States. Can I still place an order?
Certainly. Penguin Pals has shipped successfully all over the world. Just remember to select either Outside the US, Canada or Mexico, or Express Mail Int'l under your shipping options and the cart will calculate the international shipping charges for you. The post office will not allow us to ship your package by US Priority Mail.
I live outside the United States. How can I find out the currency exchange rate?
Visit the following site: Classic 164 Currency Converter and follow the directions.
I live outside the United States. Why would there be an additional charge besides shipping?
Apparently, your order may randomly be selected by the customs department in your country and they may choose to add an extra charge that is beyond our control. From our experience, this is a pretty rare occurence.
Other Questions: Can I send this order as a gift?
We would be happy to send your order as a gift. Just write the name of the person who will be receiving the gift in the "Shipped to" portion of the order form. If you would like to send them a message, write it in the "Comments" box on the order form. We will then send the gift and the message to them without the invoice. Your email receipt is your invoice.
How do I return an item?
If you are not completely satisfied with any item within 30 days, simply ship the item back to us in original packaging in like-new condition. Be sure to include your name and address and invoice number. It would help us improve our products and service to you if you would let us know why you want to return the item, but this information is not necessary. It is also not necessary to call for an authorization number before returning something. We will reimburse you for a full 100% refund after we receive the item. Express Mail and international shipping charges will not be reimbursed.
PRODUCTS:
| Art
| Bath
| Bedding
| Books
| Christmas
| Clothing
| NEW! Computer |