FAQ's
Ordering FAQ's:
Sales and Discount codes: Discounts will not be honored for previous or future purchases. Valid only while supplies last. No exceptions will be made to these policies.
I placed an order but didn’t receive a confirmation email. Our emails are generated automatically by our system and go to the email address used on the order. First, please check your Spam or Junk Folder. If you don’t see it there, please email support@penandnashco.com with the name you used on the order and the email you want your order confirmations sent to. Most of the time, there was a small typo in the original email address you provided us, but we will get that confirmation to you as soon as possible!
How do I make changes to my order?
Please email us as soon as possible at support@penandnashco.com. If your order has already been shipped, you may return the items you do not wish to keep. Please see our Return Policy for details.
Shipping FAQ's:
When will my order be shipped? We know you want your goodies like yesterday - so we ship quick! Your order will in most cases will ship same day or next business day with the exception of launches in which can take up to 4 business days due to launch volume. You will receive an email once your purchase has been shipped with tracking information or alerted it’s ready for pick-up deye ding on shipping method selected at check out.
What is your shipping prices? Our standard shipping rate for orders placed within the U.S., is $7.95 on all orders. Orders over $150 Ship Free! We also offer free local pickup at our store in Liberty Twp, Ohio.
My tracking says my order was delivered but I don’t have it. What do I do? First recheck your front doorstep and your mailbox. If you cannot locate it, please contact your local USPS or UPS station through their local number and not the USPS hotline. Your local station’s phone number can be found on the USPS/UPS website. This will make sure you’re talking to a live person who works at your local post office. Give them your tracking number and let them know what your tracking says. They will be able to track the package’s last geo-tag scan and tell you if the package was delivered to the wrong address or if it was in fact delivered to your address. If the package has been stolen, please contact your authorities. Pen + Nash Co. is not responsible for lost or stolen packages.
Returns FAQ's:
We want you to love your goodies as much as we do, but we know that sometimes not every item is the right fit (And yes we mean that in both the figurative and literal way!)
So here's all the details...
Unworn, unwashed items with tags attached and in original condition may be returned for STORE CREDIT/EXCHANGE only. Must provide printed or electronic receipt to be accepted.
- In-store & Local Pick-up: All items must be returned to store or sent back within 21 days of purchase. No refunds or exchanges are allowed outside of this window.
- Online Purchases (excluding local pick-up): All items must be sent back or returned to store within 21 days of delivery. No refunds or exchanges are allowed outside of this window.
We recommend inspecting and trying on all items in your order before washing to ensure they have no defects and fits as expected. We cannot accept returns after items have been washed, worn or have odors of any kind. We enforce this policy upon inspection of the returned items to keep each and every item purchased has the same level of quality that we are known for! We can never be too cautious for your little ones!
Final Sale Items:
Unfortunately due to their nature, we cannot accept returns on sale items (Items ending in $.99), undergarments (socks, underwear, maternity bras) swimwear, or gift cards. All seasonal/holiday items are not returnable within 14 days of holiday.
How to Submit a Return Request:
Please email returns@penandnashco.com to notify us your intent and reason for the return or feel free to stop in to our storefront location to process the return.
The address for all returns is as follows:
Pen + Nash Co
7556 Gibson St.
Liberty Twp, OH 45069
Please be aware that all return costs are the responsibility of the sender. We recommend that you return your item(s) with a tracking method as Pen + Nash Co is not responsible for return items lost in transit. Items will be inspected upon arrival for the return approval. We will notify you when your return is accepted and processed. Please note, original shipping charges are not refundable. All items must be sent back or returned to store within 21 days of receipt of order. No refunds or exchanges are allowed outside of this window.
I received a damaged item or there is an issue with my order. What do I do? Please inspect your items upon receipt carefully. We inspect all items before they leave our warehouse and store but if we’ve missed anything, we require notification within 48 days of receipt. Please email us at returns@penandnashco.com with photos of the damage or concern. We will respond within 1-2 business days to resolve the matter for you as soon as possible. Or feel free to bring in damaged items to our store.