FAQs

ORDER PROCESS

How do I know my order has been confirmed?
You will receive an email containing the details of your order. In this mail, you will be provided with a unique Order ID (eg. #1234), and a listing of the item(s) you have ordered.
What should I do if I didn’t receive confirmation?
We always recommend checking your spam folder at first. If you still can't find your order confirmation there, please feel free to contact our customer support and we’ll send you your order confirmation again.
How do I use a discount or coupon code?
The discount or coupon code can be used just on the last page of the order process (after filling in your personal information + payment details), within the "Check Out" section (before you confirm and send your final order).

How do I cancel my order?

If you need to change or cancel your order, please contact us immediately via mail to support@mrs-penguin.com. We usually process orders pretty quick to start the shipping process as fast as possible.

Please note that orders that have already been processed, packed and/or shipped cannot be canceled.
How can I pay my order?
We are offering a safe shopping experience and accept payments via Paypal, Credit card or Debit card. So you can choose the most suitable one for you.
What currency are your prices listed in?
All prices are listed in US Dollar but can be changed as well into every other currency via the currency changer at the left bottom of our website.
How secure are my personal information?
Mrs-Penguin.com adheres to highest industry standards to protect your personal information. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology) and PCI compliant Level 1, which is widely used on the Internet for processing payments. We don’t sell, lease or otherwise distribute any personal customer information.

MANUFACTURING & SHIPPING INFORMATION

Where are your products designed, assembled and shipped from?
Our products are designed in Europe but assembled and shipped from Asia via one of the fastest international trackable shipping methods available.
Why do you ship your products without a proper box?
We are following a clear zero-waste policy, starting from manufacturing until the arrival of the products at the customer's place and try to avoid as much as unnecessary material (including huge packaging). That's why you will receive our products in the most minimal but secure packaging possible.
How long will it take for my order to arrive?
It depends on your country of residence. Orders are usually processed within 1-3 business days and shipped immediately afterwards. Please note that we don't ship on weekends.

On average, orders take 7 - 19 business days to arrive. This is highly dependent on the customs and import process in your country.
Customs & Regulations
You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.
How can I track my order?
We will send you the tracking code of your order via mail once your order is processed and shipped. Please note that the tracking information will be displayed some days after you've received the mail that your items are shipped.

Please contact us at any time if you have problems or questions regarding the tracking status of your order.
The courier tried to deliver the package but I wasn't at home, what should I do?
Please contact the courier. Usually, they will resent your package on the next working day, but sometimes they just ask you to pick up your package at their office.
I ordered multiple items but I have only received one/some of them so far, why?

We always do our best to reduce costs on your end so that you do not have to pay high taxes/premiums to get your items. If you've ordered multiple items from us, it can happen that the goods will be shipped in several packages. Please allow some time for all of your items to arrive.

RETURNS

What's your return policy?
Please have a deeper look at our return/refund policy. In general, if there’s something wrong with your order (defective product, incorrect order, damaged order, etc.), please contact us immediately after receiving your order and we’ll be happy to assist you to review the case. Please do not return anything before contacting us, our customer service team will review the request and will send you further instructions.