At Penmery, we want you to feel confident about your purchase from the moment you place your order until it arrives at your door. This page outlines how we prepare and deliver your items, what to expect during shipping, and how we handle order changes, cancellations, and delivery-related concerns.
We encourage you to review the information below before completing your purchase.
1. Preparing Your Order
Estimated Processing Time: 14–20 days
Each order goes through several stages before it is ready to leave our facility. These may include order verification, manufacturing, quality checks, and protective packaging.
As many of our products require careful preparation, processing times may vary depending on the design, materials, and complexity of the item.
Customized pieces or products with special specifications may take longer to complete. If additional time is needed, our team will provide an updated estimate when available.
Please note that shipments are not dispatched on weekends or U.S. public holidays.
2. Available Delivery Services
We primarily use ocean freight for standard deliveries, particularly for larger or more delicate products that require secure handling during transportation.
For customers who would prefer a faster delivery option, we also offer shipping upgrades upon request.
Our available services include:
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Standard Ocean Shipping: Our regular delivery method.
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Air Freight: A faster alternative for eligible orders.
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Express Shipping: An expedited service available for selected products and destinations.
The availability of upgraded shipping services depends on the product's dimensions, weight, packaging requirements, and delivery location.
If you are interested in faster shipping, please contact our customer support team for assistance.
3. Delivery Time Estimates
The following estimates apply once your order has completed processing and has been handed over for transportation.
| Delivery Service | Estimated Transit Time |
|---|---|
| Standard Ocean Shipping | 3–4 weeks |
| Air Freight | 7–14 days |
| Express Shipping | 7–14 days |
Important: The estimated transit periods listed above do not include the time required to prepare or manufacture your order.
Delivery schedules may change due to circumstances such as customs procedures, severe weather, transportation disruptions, port congestion, or carrier-related delays.
While we work closely with our shipping partners to keep deliveries on schedule, arrival dates cannot be guaranteed.
4. Shipping Fees
Complimentary standard shipping is included with every order.
Customers do not need to pay additional fees for our standard ocean shipping service.
If you choose to upgrade to air freight or express delivery, additional transportation charges may apply.
The cost of an upgrade is determined by factors such as package size, shipment weight, destination, and carrier availability.
Our support team will provide the applicable charges for your review before confirming a paid shipping upgrade.
5. Shipment Updates & Tracking
Once your order leaves our facility, we will send a shipping confirmation email containing the available tracking details.
You can use this information to follow the progress of your shipment.
For ocean shipments, tracking activity may be limited while the goods are traveling internationally. More detailed updates generally become available after customs clearance and transfer to the local delivery provider.
If you have questions about your shipment's progress, our customer support team will be happy to assist.
6. Delivery Information & Address Accuracy
To help prevent delivery issues, please carefully review your shipping information during checkout.
Make sure the following details are complete and accurate:
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Recipient's full name
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Street address and any apartment or unit number
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City, state, and postal code
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Contact phone number
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Email address
Incorrect or missing information may result in delivery delays, unsuccessful delivery attempts, or additional transportation charges.
If you notice an error after placing your order, please contact us promptly.
We will try to assist with address corrections whenever possible, although changes may no longer be available after the shipment has entered transit.
7. Unsuccessful Deliveries & Returned Shipments
Occasionally, a shipment may be returned to the carrier or warehouse before reaching its intended recipient.
This can happen for several reasons, including:
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An inaccurate or incomplete delivery address
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Multiple unsuccessful delivery attempts
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The recipient being unavailable to accept the shipment
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Refusal to accept delivery
If your package cannot be delivered or is returned, please get in touch with our customer support team.
We will review the situation and help determine whether redelivery, reshipment, or a return can be arranged under our applicable policies.
Depending on the circumstances, additional transportation, handling, or storage fees may apply.
8. Receiving Your Package
We recommend checking the condition of your shipment as soon as it arrives.
Before accepting delivery, inspect the exterior of the package for visible damage whenever possible.
If the packaging appears damaged, take photographs and notify the delivery driver when appropriate.
Please keep all original packaging materials after receiving your order.
This includes:
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Shipping cartons or wooden crates
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Foam inserts and protective cushioning
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Internal wrapping and protective materials
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Shipping labels and delivery paperwork
We also encourage you to photograph the unopened package and the product during unpacking.
Do not dispose of the original packaging until you have fully inspected your order and confirmed that everything is in satisfactory condition.
These materials and photographs can be important when our support team investigates shipping damage, missing components, or other delivery-related issues.
9. Reporting Damage or Missing Components
If you discover that your order has arrived damaged or that any parts are missing, please notify us within 48 hours of delivery whenever possible.
To help us review your case efficiently, please include:
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Your order number
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A description of the issue
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Clear photographs showing the affected product or missing components
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Photographs of the exterior packaging
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Images of the internal protective materials
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A photograph of the shipping label, if available
Our team will review the information and work with you toward an appropriate solution.
Depending on the circumstances, this may involve replacement components, further assistance, or another resolution consistent with our after-sales policies.
The 48-hour reporting period helps us investigate shipping-related issues promptly and does not limit any rights or remedies provided by applicable law.
10. Cancellation Requests
We understand that you may occasionally need to reconsider a purchase. If you wish to cancel an order, please contact us as early as possible so we can review its current processing or production status.
During the First 24 Hours
You may request to cancel your order within 24 hours of purchase without a cancellation charge, provided manufacturing has not started and the order has not been dispatched.
We recommend contacting our support team immediately if you decide not to proceed.
After the First 24 Hours
If your cancellation request is submitted more than 24 hours after placing your order, a 5% cancellation fee may apply.
This charge is intended to help cover costs associated with order administration, production preparation, and materials already allocated to your purchase.
The cancellation fee is calculated based on the original order amount.
Customized & Made-to-Order Items
Some Penmery products are manufactured specifically for individual customers rather than supplied from ready-to-ship inventory.
Once production has begun on a customized or made-to-order product, cancellation requests generally cannot be accepted, except where required by applicable law.
If you need assistance with a made-to-order purchase, please contact us as soon as possible. Our team will review the production stage and explain the options available.
11. Cancellation After Dispatch
Once your order has been transferred to the shipping carrier, it is no longer eligible for cancellation through our standard cancellation procedure.
If you decide not to keep the item after shipment, you may contact us to discuss the return process once delivery has been completed.
Any return request will be reviewed according to our Return & Refund Policy, including applicable eligibility requirements, transportation costs, and other conditions.
This provision does not affect any statutory cancellation or refund rights that may apply.
12. Making Changes to an Existing Order
If you would like to update any part of your purchase, please contact our team before the order is shipped.
Depending on its current status, we may be able to assist with changes involving:
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Product dimensions or specifications
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Materials, colors, or finishes
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Quantities
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Delivery addresses
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Shipping preferences
Please keep in mind that modifications may become more difficult once manufacturing or packaging has started.
Certain changes may require additional materials, manufacturing work, or processing time.
If your requested modification results in an additional charge, we will explain the cost and request your approval before proceeding.
Once an order has been dispatched, changes to the product or shipping arrangements may no longer be possible.
13. Returns & Refunds
If you would like to request a return or exchange after receiving your purchase, please contact our customer support team.
Return eligibility, refund arrangements, and any applicable charges are governed by our separate Return & Refund Policy, subject to applicable consumer protection laws.
We recommend reviewing that policy before placing your order, particularly when purchasing customized or made-to-order products.
14. Customer Support
If you have any questions about your order, shipping arrangements, delivery status, cancellations, or after-sales assistance, please reach out to us.
Contact Information
Address: 1500 N Grant St Ste R, Denver, CO 80203, US
Email: support@penmery.com
Phone: +1(720)599-6363
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (ET)
