Policies

RETURNS

ALL SALES ARE FINAL

REFUNDS 

ALL SALES ARE FINAL. Please make sure to DOUBLE CHECK the item(s) in your cart BEFORE proceeding to checkout. If you are unsure about your size, please refer to our sizing chart for additional information here. We take great pride in our exceptional customer service! So if you have any issues regarding your order, please feel free to contact us at customerservice@penlab.us and we will be more than happy to assist you!

EXCHANGES 

Though we do not offer refunds, if there are any issues with the fit of your item(s) we will kindly offer an exchange for another size. In order to qualify for an exchange, your item(s) must be returned in it's original packaging within 7 days of purchase (excluding holidays and weekends). Any items returned after the 7 day period, will be given a store credit to use towards a future purchase. The item(s) must not be damaged, worn or altered in any way. Please note, we reserve the right to deny an exchange if the item(s) returned do not meet the criteria stated below. To initiate an exchange, please contact our customer service team at customerservice@penlab.us. If we receive a returned item for an exchange that can not be resold, we will notify you and offer a store credit to be used toward a future purchase:

• Any items with stains, tears or rips
• Items with missing tags or packaging
• Any items with a strong order (i.e., smoke, perfume or any other conspicuous odor)

PREORDER ITEMS

By clicking "AGREE" you acknowledge that the item(s) you are purchasing are PRE-ORDER item(s) and will not be shipped until product production is completed. All updates regarding preordered items will be emailed to the email address provided on your order. PLEASE make sure that your email information is entered correctly and be sure to also check your junk or spam to ensure receipt.  All updates are given when we have information to provide. Please note: preordered items can take 4-6 weeks production time (not including shipping time).

Though we do not offer refunds, once you have received your preordered item(s) please notify us right away if the item(s) does not fit or if there is a quality issue. We take our customer feedback and quality measures very seriously and would be more than happy to exchange for the size you need (if available) or offer you store credit.

PROCESSING & SHIPPING

PROCESSING

Once your order has been placed, a confirmation email will be sent to the email address provided on your order. PLEASE make sure that your email information is entered correctly and be sure to also check your junk or spam if confirmation is not received. For non-preordered items, please allow 24-48 hours for processing (excluding holidays and weekends). Once your order has been processed, you will receive your tracking information via email. 

SHIPPING

For in stock items, you can expect to receive your order within 5-7 business days after processing. Please note, we are not responsible for any shipping delays once your order has left our warehouse. Once shipped, we are not liable for lost, damaged or stolen packages. Please double check your shipping address to ensure that the apartment, suite or unit numbers are entered correctly. If your package arrives damaged, lost or stolen, we advise that you FIRST contact your local mail carrier service, THEN notify us so that we may further assist you.

By purchasing, you are agreeing to the following terms and conditions:  You have read the product description, you are clear on the product you want, and you understand our shipping, return, refund and exchange policies.