Zoo Animals2nd EditionBehaviour, Management, and Welfare – 9780199693528

Thank you for visiting and shopping at Penzstudio. Below are the updated terms and conditions that constitute our Shipping Policy.

Due to increased order value and high peak seasons, it may take longer than usual to fulfill the order. We are working to get the order to you as quickly as possible. We appreciate your patience and apologize for the inconvenience.

Shipment Processing Time

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or telephone.

If you didn’t receive your parcel item after an extended period, please contact the shipping courier with your tracking code, and for further assistance, you can contact our team through email for any unanswered questions.

Shipping Cost

Free Shipping for U.S. orders over $79!
For orders under $79, shipping costs are as follows:

Wrong Address

If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Unfortunately, due to the nature of made-to-order, we do not offer returns/exchanges for any purchases made unless the items are damaged upon arrival. From design, embroidery to quality control, all items are meticulously checked for quality by our team members to meet the highest quality standards. If you are unhappy with your final product, then please get in touch with us. Customer satisfaction is one of our passions and we always endeavor to make sure you’re happy with the final masterpiece.

We 100% guarantee a full refund or replacement to any customer who receives an incorrect/defective/damaged product. If you have received an incorrect or a faulty item, please email our customer service team at [email protected] along with your order number, proof of purchase and description of what you have incorrectly received along with photos.

To start a return, you can contact us at [email protected] . Please note that returns will need to be sent to the following address: 43786 Hay Rd, Ashburn, VA 20147, United States

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at [email protected].

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Change Of Mind/incorrect Sizing

Due to the made-to-order nature of our products, we cannot offer returns or exchanges due to change of mind or sizing decisions. We only offer a full refund or replacement to products that are damaged or defective upon arrival. Your custom item is designed with care and is entirely personal to you and your loved ones.

Unfortunately, we cannot accept returns on gift cards.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at [email protected].