Shipping policy
This Shipping Policy explains how orders placed through pennest.store are processed, shipped, tracked, and delivered.
1. Free Worldwide Shipping
PenNest offers free standard shipping to customers worldwide.
There is no minimum order value required for free standard shipping unless otherwise stated during a specific promotion.
Expedited shipping may be offered for an additional fee where available.
2. Order Processing
Orders are generally processed before shipment during regular business days.
Processing may include:
- Payment verification.
- Address review.
- Product preparation.
- Quality inspection.
- Packaging.
- Handover to the shipping carrier.
Orders submitted on weekends, public holidays, or during high-volume periods may require additional processing time.
Customers will receive a shipping confirmation email once the order has been dispatched, where available.
3. Estimated Delivery Time
Our estimated standard delivery time is:
7 to 10 business days after shipment.
Business days normally exclude weekends and public holidays.
The estimated delivery period is not a guaranteed arrival date. Delivery may take longer because of:
- Customs inspections.
- International transit delays.
- Carrier service disruptions.
- Severe weather.
- Public holidays.
- Remote or rural destinations.
- Incorrect or incomplete addresses.
- Local postal service delays.
- High seasonal order volumes.
- Events outside our reasonable control.
4. International Shipping
We ship to many countries and regions worldwide. Certain destinations may be temporarily unavailable because of legal restrictions, carrier limitations, sanctions, safety concerns, or service disruptions.
International customers are responsible for ensuring that ordered products may legally be imported into their destination country.
5. Customs, Duties, and Taxes
International shipments may be subject to customs duties, import taxes, processing fees, or other government charges.
Unless otherwise stated at checkout, these charges are not included in the product price and remain the customer’s responsibility.
PenNest does not control customs charges or local import procedures. Refusing to pay applicable customs charges may cause a package to be delayed, returned, abandoned, or destroyed.
6. Order Tracking
Tracking information will be provided by email when available.
Tracking updates may take several business days to appear after shipment. International tracking may pause while a package is:
- Transferred between carriers.
- Processed through customs.
- Moving between countries.
- Awaiting a scan at a local distribution facility.
A temporary lack of tracking updates does not necessarily mean the package has been lost.
7. Accurate Shipping Information
Customers must provide a complete and accurate delivery address, including:
- Full recipient name.
- Street address and unit number.
- City.
- Province, state, or region.
- Postal or ZIP code.
- Country.
- Valid contact information.
Please review all shipping details before completing your order.
Contact us immediately if you notice an error. We cannot guarantee that an address can be changed after processing has begun.
8. Incorrect or Incomplete Addresses
PenNest is not responsible for failed delivery, delay, loss, or return caused by incorrect or incomplete information submitted by the customer.
If a package is returned to us, the customer may be required to confirm the correct address before reshipment. Additional costs may apply where the original delivery failure resulted from customer-provided information.
9. Multiple Shipments
Orders containing multiple products may be shipped in separate packages.
Separate packages may:
- Have different tracking numbers.
- Arrive on different dates.
- Be delivered by different carriers.
You will not be charged additional standard shipping fees solely because an order is divided into multiple shipments.
10. Delayed Orders
If your order has not arrived within the estimated delivery period, please:
- Review the tracking information.
- Check around the delivery location.
- Ask household members or neighbors.
- Contact the local carrier.
- Contact PenNest for assistance.
Our team may ask you to wait a reasonable additional period while the carrier completes an investigation.
11. Lost Packages
A package may be considered lost only after the carrier confirms loss or after a reasonable investigation period has passed.
For confirmed lost shipments, PenNest may provide:
- A replacement.
- A refund.
- Store credit.
- Another reasonable resolution.
Claims must be submitted within a reasonable time after the estimated delivery date.
12. Damaged Packages
If a package arrives damaged, retain:
- The product.
- Original packaging.
- Shipping label.
- Packing materials.
Contact support with clear photographs of the damage. Do not discard the packaging before the claim has been reviewed.
13. Delivered but Not Received
If tracking shows “delivered” but you cannot locate the package:
- Check entrances, mailrooms, lockers, reception areas, and safe locations.
- Ask household members, neighbors, or building staff.
- Contact the carrier.
- Allow a short additional period, as some carriers mark packages delivered before physical arrival.
PenNest will assist where possible, but we cannot guarantee reimbursement when the carrier confirms correct delivery to the provided address.
14. Refused, Unclaimed, or Returned Shipments
Packages that are refused, unclaimed, or returned because of an incorrect address may not qualify for a full refund.
Where permitted by law, non-recoverable carrier, customs, return, or handling expenses may be deducted from the refunded amount.
15. Contact Information
For shipping and delivery assistance, contact:
PenNest
305-5411 Vine St
Vancouver, BC V6M 3Z7
Canada
Email: support@pennest.store
Phone: +1 (604) 564-8780
Website: pennest.store