Returns & Refunds
We want you to be completely satisfied with your purchase. If you're not, we're here to help with a simple return process.
Return Policy
You have 30 days from delivery to return any product in its original condition and packaging. Custom designs or personalized items can only be returned if defective.
Learn moreSatisfaction Guarantee
If you're not completely satisfied with your purchase, let us know and we'll make it right. Your experience with our products matters to us.
Contact supportWarranty
All Penpal products come with a 1-year warranty against manufacturing defects. Our tech is built to last, but if something goes wrong, we've got you covered.
View warranty detailsReturn Process
Submit a return request
Contact our support team through your account to initiate a return request. Please include your order number, the item(s) you wish to return, and the reason for the return.
Wait for approval
Our team will review your request and send you a return authorization with shipping instructions if approved. Most requests are processed within 1-2 business days.
Pack and ship
Pack the item(s) in the original packaging if possible, include the return form, and ship to our returns address using the provided return label.
Receive refund
Once we receive and inspect the item(s), your refund will be processed to your original payment method. This typically takes 5-7 business days after we receive the return.
Returns Address
Penpal Returns Department123 University Ave
College Town, ST 12345
United States
Return Support Emailreturns@penpal.com
Return Support Phone(555) 123-4567
Return Requirements
Item must be in its original condition
Products should be undamaged and unused.
Original packaging included
Include all boxes, manuals, and accessories.
Return within 30 days
Returns must be initiated within 30 days of delivery.
Include order number
Provide your order number with all return communications.
Frequently Asked Questions
What is your return policy?
Penpal offers a 30-day return policy for most products. Items must be in their original condition and packaging. Custom-designed or personalized cards may not be eligible for returns unless they are defective.
Are shipping costs refundable?
Original shipping costs are not refundable. However, if the return is due to our error (wrong item sent, defective product, etc.), we will refund the full purchase price including shipping costs and provide a prepaid return label.
How long will it take to process my refund?
Once we receive your return, it typically takes 1-2 business days to inspect and process. After approval, refunds will be issued to your original payment method and usually take 5-7 business days to appear on your statement, depending on your financial institution.
Can I exchange an item instead of returning it?
Yes, we offer exchanges for items of equal value. To request an exchange, follow the same return process but specify that you want an exchange and include the details of the replacement item you'd like.
Do you offer free return shipping?
We cover return shipping costs for defective items or if we made an error with your order. For other returns, the customer is responsible for return shipping costs unless the original order qualified for free returns (typically orders over $100).
What if my product is defective?
If you receive a defective product, please contact us immediately at support@penpal.com with photos of the issue. Defective products can be returned at any time within the warranty period (1 year for most products) for a replacement or full refund including shipping costs.
Need more assistance?
If you have any questions about returns or refunds that weren't answered here, our support team is ready to help.