Frequently Asked Questions

Welcome to our FAQ Page

Commonly Asked

We are here to assist you. Please email us at support@penguyenapparel.com or direct message us @penguyenapparel. Please allow at least 48 business hours for us to return any email.

You can enter the code during the checkout process! On mobile, you may need to expand a tab during the checkout page to see the input box that ask for coupon code or gift card.

We do accept returns if the item is unused and in it's original conditions. The full order amount minus the postage charge is available to be refunded. 

If goods were damaged upon receipt, you must email us within 24 hours of delivery confirmation. Please email support@penguyenapparel.com with the subject line: "DAMAGED ITEM" and include your Order Number. Damages due to shipping will be reviewed and we will work with you closely to resolve it in the most reasonable manner possible.

For more information, please click here for our refund policy page.

Please subscribe to our text messages found on the bottom left corner. You will receive a discount code to use for your next order. Additionally, by subscribing, we will notify you of new product releases, promotions, and giveaways.

Please double check billing information: billing address, CVC security code, and billing name. Please note, billing address is associated with your bank account.

Reward and Points

You can join the our rewards program in order to earn Penguyen points by signing up on our site here and you'll automatically be registered to earn points! 

If you made a purchase and didn't receive any Penguyen points, please make sure you're logged in, and registered to our site. 

If you have any other problems, please submit an email to support@penguyenapparel.com with the subject "Penguyen Perks Support", and provide information about your problem, and any pictures you might think will help us understand the problem. 

Shipping

US Flat Rate: $6 

Worldwide Flat rate: $12

US Free Shipping: on orders $79 and up

All orders are expected to be shipped within 7-14 business days from the order date. Due to COVID-19, production times are significantly longer. We appreciate your patience and understanding. We will work towards operating under regular business hours soon.

To avoid delays, returned packages, and/or additional fees, please double check that there are no misspellings and that the correct street number, street name, unit numbers, city, state, zip code, are entered. Packages with incorrect addresses will be rejected by the courier and returned to sender. 

If you have a tracking number and you see that your order is not moving in its transit to you, or your tracking number says your order is delivered but you have not received the package you may file a claim with USPS here: https://www.usps.com/help/claims.htm

All claims are customers responsibility with the carrier. We do not issue refunds when orders are lost in transit. We recommend waiting a few days before escalating your claim.

Shipping charge is waived when the total of the order is equal to or greater than $79 for domestic shipments (after discounts and before taxes).