Original Penguin

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For questions about installment payments on Shop Pay, visit https://shoppay.affirm.com/.

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FAQ's

Shop Pay

About Us

Affiliate Program

About us

Our Return Policy

How do I generate a return shipping label? U.S.

How do I generate a return shipping label for an International order?

Where is my return and my credit?

Why did you charge me a restocking fee?

Returns & Exchanges

How can I contact your customer service email support?

Where can I find an Original Penguin retail store?

How can I stop receiving your marketing emails?

Why is my order still waiting approval?

General

My Original Penguin product is defective. What can I do?

Where is your size chart?

The items I bought are now marked down. Can I get a price adjustment?

Product Questions

How do I check order status?

My order arrived damaged. What can I do?

How do I cancel my order or make changes?

Orders

Why did you charge me sales tax?

What are my payment options?

I see multiple charges on my credit or debit card

Checkout & Payments

How it works

What is the option to pay in installments on Shop Pay?

Which payment methods are accepted if I use the option to pay in installments on Shop Pay?

Can I use Shop Pay Installments if I'm an international customer?

Can I buy gift cards with Shop Pay Installments?

Are there late fees?

What if I miss an installment payment?

What if I make a return on a purchase made through installments with Shop Pay?

Shipping & Handling

What is FedEx Smartpost?

Do you ship to military addresses (APO / FPO )

Do you ship to P.O. Boxes?

Do you ship internationally?

Why did I receive a partial order?

I have a licensing question

What is your privacy policy?

How do I reach your public relations department?

I have a question about Original Penguin wholesale

I have a question related to international distribution

Other

How do I get from silver to gold?

What are the benefits of gold?

What are the benefits of silver?

What is the Original Rewards loyalty program?

Can employees of any of the participating brand stores join the program?

Can I share my membership with my family or friends?

How do I discontinue my membership?

Which stores are participating in the program?

Which brands are participating in the program?

How do I join if I don’t have an email address?

How do I join the loyalty program?

Is it free to sign up?

Membership

What should I do if I think my Points Balance is incorrect?

What happens if I make a purchase at an online store from outside the U.S.?

What if I checkout as a guest online or do not provide my e-mail address in-store at the time of a purchase?

Can I earn points for purchases made prior to joining the loyalty program?

Do my rewards points expire?

What happens if I return something after earning points?

How do I check my Rewards Points Balance?

Points

What happens if I earn more than 100 points at one time?

What happens if I return an item I used a Reward certificate to purchase? Do I get my Reward back?

Have more questions?Updated 5 days ago