Delivery + Returns
After an order is received by our warehouse, please allow 1-2 business days for processing. Once picked up from our warehouse, USPS commits to deliver your package in 1 to 5 business days within the 48 states, depending on the distance. Shipments to Alaska & Hawaii arrive in 3 to 7 business days. Transit times to AK, HI and APO/FPO addresses often take additional days.
Please note, orders over $300 may require a signature confirmation at delivery.
- USPS Standard/Ground
- USPS Priority
We do not ship outside of the US at this time.
Mad Penguin offers free Standard shipping on all orders over $50, excluding tax, and after promotional discounts are applied. Otherwise, we charge a flat fee of $5 for standard shipping.
Please contact us at Steve@madpenguinproducts.com with any shipping concerns.
If your order is cancelled, you will receive an email notice alerting you to the cancellation. You will be refunded for any cancelled items. If you are interested in placing a new order or if you have questions about a cancelled order, please contact our customer service department at Steve@madpenguinproducts.com
We want you to love your Mad Penguin purchase, so if you are not totally satisfied, please send an email to Steve@madpenguinproducts.com within 30 days of your purchase, and we will provide a return authorization and mailing information. Simply return the unused portion, and we will be happy to remit your account for the full amount of your purchase, minus shipping.
Please Note: only items purchased on www.madpenguinskincare.com may be accepted for return. If you purchased your Mad Penguin product at one of our authorized retailers, please contact them for assistance.
To return a product, please send an email to email@example.com and we will provide a return authorization and mailing information. Our warehouse does not accept returns. We cannot ensure that we will be able to properly locate and handle your return or exchange without the return authorization and the correct return address. We recommend that your return or exchange is sent via FedEx, UPS or insured Parcel Post for your protection and to insure prompt delivery. We're sorry, but shipping fees are non-refundable. You will be responsible for paying for your own shipping costs when returning your item.
If you are shipping an item over $75, we recommend that you use a shipping service with reliable tracking, or that you purchase shipping insurance. We cannot guarantee that we will receive your returned item.
MISSING OR DAMAGED PACKAGES
If your package was damaged during shipment, save the box and merchandise and notify us immediately at firstname.lastname@example.org. We will arrange for FedEx to pick up and inspect the damaged package and the damaged items will be replaced.
If your package is missing, please have a look around your property to see if it was tucked away out of sight. Please check around all entrances, including around the garage. You could also check with the people who live with you, and ask your neighbors if they didn't perhaps pick up the package for you.
If the package is still not found, we will start a trace with USPS, and take the required follow-up steps. This process takes approximately 2-3 business days. You can help to expedite the process by contacting USPS, and providing your tracking number and other relevant information. We cannot replace packages until they have been confirmed missing.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 5-10 business days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
If you need to exchange a product for the same item, send an email to firstname.lastname@example.org and we will provide an exchange authorization and mailing information. Our warehouse does not accept returns or handle exchanges. We cannot insure that we will be able to properly locate and handle your return or exchange without the exchange authorization and the correct return address.
If you would like to return a gift, we can provide a gift credit for the value of your return if the item shipped directly to you.