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Customer Service

Shipping & Delivery

Penelope offers two types of shipping options.  
 
Standard shipping uses USPS Priority Mail is available for all U.S. addresses.  Most shipments arrive in 2 business day, although it may take 3 days for rural areas. APO/FPO military address deliveries arrive within 7-10 days via USPS.
 
UPS Services are also available at cost.
 
Please note: "Business day" refers to Monday through Friday, excluding holidays. Next Day requested on Fridays is not available for Saturday arrival.
 
Order Tracking

For online orders, just click on the link in the confirmation email or access order using the "My Account" tab at the top of each page. If you placed a phone order, please call our Customer Service Team. Unfortunately tracking is not available for international delivery.

Sales Tax

Taxes are based on the order's "ship to" address.

International

If you're shipping to a country outside the U.S., your order may be subject to import duties and taxes, which are levied once your package reaches your country. For more information regarding custom policies, please contact your country's local customs office.

Returns & Replacements

Penelope is happy to accept returns or exchanges made within 15 days of purchase!  Return postage is at the customer's expense.  Returned or exchanged merchandise must be unworn, unwashed, undamaged or defective. Unfortunately, we are unable to accept the return or exchange of gift cards. Returns made with the original receipt will be refunded in the original tender. Returns without the original receipt will be refunded at the current selling price in the form of a store credit or gift card. Refunds by check will be mailed within 30 days.  

All returns should be shipped to: 
Penelope.com - Customer Service 
PO Box 2104
Appomattox, VA 24522

Return To A Store

Our sales associates at any Penelope location will be happy to help you with your return or exchange at any Penelope location.   All normal return policies and procedures apply.