FAQ

To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions, please contact us!

When will I receive my order?

We provide insured and tracked shipping for every order. The estimated delivery times after shipment are as follows: USA: 8-10 business days, UK: 7-9 business days, Australia: 10-12 business days, Canada: 8-12 business days, Europe: 8-10 business days, Rest of the world: 14-20 business days.

What is my Tracking Number?

Your Tracking Number will be emailed to you within 1-3 business days after your order.

Please reach out to our friendly customer experience team if you did not receive it after 7 days!

How Can I Contact Store Name?

Simply fill in the Contact Form or via email support@lazypenguin.store

 

Which currency will I be charged in?

We process all orders in store currency. 

Will I receive an order confirmation when I place my order?

Yes, all customers will receive an order number after placing their orders.

Please contact us if you don't receive one within 24 hours.

How can I pay for my order?

We accept the following payment cards: Visa, Mastercard, Discover, Amex, Eftpos, Shop, UnionPay, Apple Pay and Google Pay. We also accept PayPal payments.

Is Checkout on this site safe and secure?

Of Course! Our store is certified Level 1 PCI DSS compliant and meets all 6 categories of PCI standards.

We use the most up to date security systems and encryption software to ensure your personal details such as name, address and bank details are kept safe and secure.

If I enter my email address will you sell my information?

We do not sell our customers information. Emails are strictly for follow-up, also  to send newsletters of our promotions and coupons for discounts if you signed up to receive our Newsletter.

Will I be charged for customs and taxes?

The prices displayed on our site are tax-free, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. 

For further details of charges, please contact your local customs office.

What if I provided wrong address?

It is the responsibility of the buyer to enter the shipping address correctly. We do our best to speed up processing and shipping times, therefore there is a very small time gap to change the address of your order. If you decide to change your shipping address, please write to us at support@lazypenguin.shop as soon as you place your order. We will do our best to make the change, however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.

If it's too late for our team to make changes on your order, the only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address/provide you with a full refund.

Can't find the question you are looking for? Don't hesitate to contact us. We are always here to answer your questions.

Email: support@lazypeguin.store

Refund Policy

If you received the wrong item, please get in touch with us via email.

We will arrange to deliver the correct items or return your payment if you do not want a replacement.

For defective or faulty products, please take photos or videos and email us, we will replace your purchase after confirmation free of charge.

PLEASE NOTE: This policy does not cover misuse, accidental damage, water damage, or any abuse of the purchased product.

REFUNDS

For products in the scenarios listed above, our replacement policy lasts 30-days from the date your item was received.

If you have Buyer's remorse or have decided that you do not want the product due to shipping times/improper use we will be UNABLE to accept any returns or refunds. If you haven’t received a refund yet, it may not have appeared on your credit card statement due to the billing cycle. All refunds are processed within 72 hours of receiving returned merchandise depending on your bank, there is often a processing time before a refund is posted.

If you still have not received your refund in 2 weeks, please contact us at our support email.

NOTE: Do NOT call your credit card company for a chargeback as this will result in delays and additional paperwork on your behalf.

Can I cancel my order after it has been placed?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped. We source the highest quality products that may be shipped from various suppliers in different countries. So it becomes logistically impossible to manage.

If your order has yet to ship and we are able to stop it, we will be able to cancel your order.

Shipping & Delivery

Shipping Information -

Order Cutoff Time: 4:00pm ET (Eastern Standard Time)

Handling Time:  1-2 business days

Transit Time: 5-10 business days

Shipping Country: United States

Shipping Charge: Free

For international orders: Customs may inspect your packages for safety purposes. For more info, please contact us at support@lazypenguin.shop

Priority Insured Shipping - covers customer in case the product is lost, damaged or stolen during shipment. Please notify us via email and we will send out a replacement as soon as possible. 

My tracking says ‘No information available at the moment’

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Lost / missing packages

We are not liable if the incorrect address is placed during the checkout process. Please make sure that your billing and shipping address is correct before processing your order. If we have made an error we will fully take responsibility for the original order that was made for you at no charge.

We can change/cancel your order only before 12 hours have passed from your purchase. After 12 hours, we can't change/cancel your order because it automatically is fulfilled and being processed for shipment.

Thank you for your understanding and patience!

For any questions or inquiry, please contact us.

Email: support@lazypenguin.store