Frequently Asked Questions
Find answers to our most frequently asked questions below. If you can't find what you're looking for please contact us and we'll get in touch with 24 hours.
How do I find out when new styles are releasing and when?
Your best bet is to sign up for our newsletter or by following us on social media, you'll be first to know about new styles and promotions.
An item I want is sold out. When will it become available again?
If an item is listed as sold out, it is unavailable for purchase. You can click the ‘size sold out?’ link on the product page and sign up to receive restock notifications.
You can also reach out to us at support@pudgypenguins.io for more information.
How can I check the balance on my gift card?
If you would like to check the balance on your gift card, email us at support@pudgypenguins.io
What if I need to modify my order?
If you would like to modify your order and it has not been processed, please email support@pudgypenguins.io. Once your order has been prepped for shipping, it cannot be modified.
Where is my order?
Domestic delivery times can take up to 5-7 business days or longer depending on location.
If after 7 days your package still has yet to arrive, please email us at support@pudgypenguins.io with your order number and details.
International Orders
What currencies are supported?
All available currencies are listed in the drop-down menu under the flag icon. The flag icon can found in the header at the top right off the screen.
Are duties and taxes included at checkout?
Unfortunately international orders may be subject to customs fees/delays, which we have no control over.
How do I track my international order?
International orders can be tracked on your Order Page, or email us at support@pudgypenguins.io
Where is my order?
International delivery times typically take 14-25 business days, but can be longer depending on location.
If after 14-25 days your package still has yet to arrive, please email us at support@pudgypenguins.io with your order number and details.
International orders may be subject to customs delays/fees, which we have no control over.
Shipping
Do you ship internationally?
Yes! We partnered with vendors who allow us to provide the best possible user experience to our international customers. Once you are in checkout, you will see local payment methods and calculations for any appropriate shipping and fees.
When will my order ship?
Pudgy Penguins aims to ship out your order as quickly as possible. Orders typically take 1-3 business days to be packed in our warehouse, but may take as long as 3-5 business days to leave our warehouse.
After that, it will arrive to you based off of the shipping estimate given to you at checkout. You will receive an email notification with tracking information once your order ships. Please check to see if you purchased a back order item, which normally ship within 1-2 weeks. If you have any questions, please contact us.
Exclusive pieces, limited drops, and other custom items may take longer than 3-5 days to ship. We appreciate your patience! We have an extremely high overall customer service and satisfaction rating for a reason.
When will my backordered item ship?
Pudgy Penguins aims to ship out all back ordered items as quickly as possible. Please allow 1-2 weeks for any pre-orders or backorders to ship. If you have any questions, please contact us.
Which countries do you ship to?
We offer domestic aswell as international shipping to majority of countries with exception of a few.
Email us at support@pudgypenguins.io and we can give you more information. While we do everything we can to prevent any customs fees, holds, or taxes charged to you upon arrival, we cannot guarantee this.
Do You Ship to PO Boxes?
For domestic orders we do ship to PO Boxes.
Where does my order ship from?
All orders are shipped from our facility in Los Angeles, California.
My tracking states that my order was already delivered but I have not received it. What does this mean?
Please email support@pudgypenguins.io. We will do our best to resolve the issue as quickly as possible.
Returns
How do I return an item from my order?
Returns are offered within 30 days after product delivery on items that are unworn, unaltered and in new condition with all tags attached. Please note that return shipping charges are the responsibility of the customer.
In order to return an item, please email us at support@pudgypenguins.io or submit a return here.
How do I exchange an item from my order?
If you wish to exchange your purchase for a different size or style, we recommend simply buying the product you desire (this will ensure the product does not sell out by the time we receive your item back). You may then return your original purchase to us using the instructions above. If you have any questions, please email us at support@pudgypenguins.io
I received a damaged product. What should I do?
Please email us at support@pudgypenguins.io as soon as you receive your order.
What is your return policy for international orders?
Returns are offered within 30 days after product delivery on items that are unworn, unaltered and in new condition with all tags attached. Please note that return shipping charges are the responsibility of the customer.
In order to return an item, please email us at support@pudgypenguins.io or submit a return here.
Fit & Sizing
How do I know what size will fit me best?
We include a 'size chart' feature on all product pages. We also add in the description of each product the height of the model and other notable sizing callouts.
If you have any other questions, please email support@pudgypenguins.io and we will help you find your correct size
How do I care for the items I purchased?
Each style has special care instructions attached to the garment. We suggest washing every garment on cold and tumble drying on low heat. Please do not iron artwork. If you have any questions regarding garment care, please reach out to us at support@pudgypenguins.io
Cancellations & Delays
Why was my order cancelled?
We will be unable to fulfill your order/item if one of the following scenarios takes place:
-The item is out of stock.
-Unreachable Shipping Destination
Canceling an order is one of the last things we want to do, but some situations come up where cancellation is the best option to save you time and money. You will receive an email if any part of your order is canceled and you will not be charged for the canceled items.
The Pudgy Way
If your order doesn’t arrive within 45 days, we will automatically issue a full refund aswell as a bonus.
Please email us at support@pudgypenguins.io to see if your order qualifies.