FAQ
Here you will find answers to the most common questions about ordering, shipping and our service at Austin Penn.
When will my order be delivered?
Orders are usually processed within 3–4 business days (Monday - Friday). Shipping takes approximately 6–9 business days (Monday - Friday). The total delivery time is 9–13 business days (Monday to Friday).
My order is delayed – what should I do?
In most cases, delivery is on time. However, if your order has not arrived after the regular delivery time plus 3 additional days, please contact our customer service.
Does shipping cost me anything?
No, at Austin Penn, shipping is always free for all orders within the United States.
Which payment methods can I use?
At Austin Penn, we offer you secure and convenient payment options. You can choose from:
- Shopify Pay
- PayPal
- Google Pay
- Apple Pay
- Visa
- MasterCard
- American Express
- Discover
- Dinersclub
- ELO
- JCB
- UnionPay
Part of my order is missing – what should I do?
For larger orders, your items may be shipped in multiple packages for logistical reasons. In this case, you will usually receive the missing products within 1 to 3 business days after the first package.
The package arrived damaged – what should I do?
Unfortunately, despite careful packaging, transport damage can occur in isolated cases. If your order arrives damaged, please contact us within 48 hours to initiate a resolution.
Important: Please do not return the package without consulting us. Without photo evidence, we cannot guarantee a replacement. Our customer service will find a solution as quickly as possible.
Did you accidentally order the wrong product or the size doesn't fit?
We do not offer direct exchanges. If you want another size or color, please return your item and order the size or color you want through the website.
