Penfield Customer Services
Please use the below links to direct you to some of our most commonly asked questions. If you cant find the answer to your question please use the Contact section below.
Penfield deal with all customer service queries via our contact form below or through our customerservice@penfieldusa.com email address. We endeavour to answer all messages within 24 hours. Please note any messages submitted at the weekend will be answered on the following Monday.
Important Sale Information
Prices shown at the time of purchase are final. We are unable to refund the difference on items that may be subject to subsequent reductions.
Prices shown at the time of purchase are final. We are unable to refund the difference on items that may be subject to subsequent reductions.
Contact Penfield
Ordering
Prices shown at the time of purchase are final. We are unable to refund the difference on items that may be subject to subsequent reductions.
The item I want to order is not available
If the item you would like is not available follow the help link at the bottom of the products info section. The link will direct you to the products Stock Enquiry form. Once you have completed and submitted the form we will do our best to find you an alternate stockist or let you know when we restock the item.
Alternatively, you can contact your local Penfield stockist here.
I am having problems placing an order
If you are having problems trying to place an order please contact us and we will do our best to resolve the problem.
I have made a mistake with my order
If you wish to cancel an order please email us at cancellations@penfieldusa.com. As long your order is still being processed and has not left our warehouse will cancel and refund you in full. If your order has already been shipped then simply return the item/s to us following the instructions in the Returns section and we will process the refund as soon as we take receipt.
Payment
What currency will I be charged in?
If you are a US or Canadian customer you will be charged in $ (USD), EU (including Norway and Switzerland) and UK Customers will be charged in € (EURO) and £ (Pound Stirling) respectively.
What is a 'Foreign transaction fee' and will I have to pay it?
A 'Foreign transaction fee' is an 'administration charge' or 'handling fee' that is charged by some credit card companies when a foreign purchase is made. The foreign transaction fee is usually up to 2.75% of the purchase amount.
All of our online transactions are processed by our European office. Customers buying outside the UK may be charged a foreign transaction fee by their Credit Card company. If you want to avoid the charge it is advised that you contact your credit card company and ask about their policy regarding foreign transaction fees before the purchase is made.
Shipping
Where do you ship to?
We currently ship to the US, Canada, EU, Norway and Switzerland, however you will need to order through those countries/regions respective site, i.e. you cannot ship to the UK via the US site. If you are not automatically directed to your region when you first visit the site then you can change your location here.When will my order be shipped?
US & Canada
Our cut off time for shipping is 11.00am EDT* for US and Canadian orders. Any US order placed before this time will generally ship the same day*. Canadian orders will generally ship the next working day as customs documents need to be prepared*.
UK & Europe
Our cut off time for shipping is 4pm GMT* for next day shipping, any order placed after this time will be processed the following business day. Orders placed after 4pm GMT on Friday will be procesed on the following Monday.
* Please note that these shipping cut off times are only a guideline and some orders may be subject to minor delays.
How much is shipping?
Free shipping is now available for all orders over $100, £100 or €100. Remember to select free shipping on the checkout page to get free shipping on your order.US and Canada
Orders to addresses within the US are charged at $10.00 (FedEx Ground, typically 2-7 business days) *
Canadian customers will be charged a flat shipping rate of $16.00* but may have to pay customs or import duties once the parcel reaches the country. To avoid any unexpected charges we advise that you contact your local customs office for a breakdown of these charges before you order.
*While we tend to use FedEx in North America, other postal services may be used at the discretion of PenfieldUSA.
EU, Norway and Switzerland (excluding the UK)
EU orders will be charged a flat delivery rate of €13.95 (DPD - Delivery typically 2-5 working days).
Customers in Norway and Switzerland will be charged the same flat rate of €13.95 but may have to pay customs or import duties once the parcel reaches its destination country. To avoid any unexpected charges we advise that you contact your local customs office for a breakdown of these charges before you order. Also note that Norwegian customers need to provide their personal ID number for customs.
UK
Orders within the UK are charged at £4.95 (Standard FedExUK delivery typically 2-4 working days)
Can I track my order?
As soon as your order has shipped we will send you a shipping confirmation email stating your tracking number and the carriers website so that you can keep an eye on the shipment. If you have not received an email please check your junkmail as it may have been directed there, if not then please contact us.
Do Penfield ship to PO boxes?
We do not ship to PO boxes. If the shipping address on your order is a PO box your order will be cancelled and you will be asked to place a new order to an alternate delivery address.Cancelling an order
If you wish to cancel an order please email us at cancellations@penfieldusa.com. As long your order is still being processed and has not left our warehouse will cancel and refund you in full. If your order has already been shipped then simply return the item(s) to us following the instructions in the Returns section below and we will process the refund as soon as we take receipt.
Returns
If you are not completely satisfied with your purchase, complete the form included with your order and return the item or items to us in their original condition (including hangtag) within 28 days of receipt. We will issue a full refund on receipt (excluding original delivery charge).
We are unable to exchange items unless they are damaged or defective. If you would like a different size please place a new order and return the item you have for a refund.
US & Canada Returns form
UK & EU Returns form
For assistance with returns dont hesitate to contact us.
Please note: The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility.
US and Canada Returns Address
Penfield Online Returns
Bergen Logistics
7373 West Side Ave
North Bergen
NJ 07047
UK and EU Returns Address
Penfield Online Returns
Pacific Network Global Logistics
Unit 4 AlphaWay, Thorpe Industrial Park
Egham
Surrey
TW20 8RZ
Returns outside of the 28 day returns period or not including their hangtag will not be refunded and will be returned to the customer.
If you a Returns form was not included in your shipment then you can download one here: US & Canada Returns form
UK & EU Returns form
For assistance with returns dont hesitate to contact us.
Please note: The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility.
US and Canada Returns Address
Penfield Online Returns
Bergen Logistics
7373 West Side Ave
North Bergen
NJ 07047
UK and EU Returns Address
Penfield Online Returns
Pacific Network Global Logistics
Unit 4 AlphaWay, Thorpe Industrial Park
Egham
Surrey
TW20 8RZ
