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 firstname.lastname@example.org 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 email@example.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.
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 $5.95 on all orders. Orders over $100 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.
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...
All eligible items must meet the following conditions:
- Return/Exchange request must be made within 14 days of recieving your purchase
- Must have proof of purchase in form of receipt or invoice
- Must be new and unworn with all original tags attached. This also includes shoe boxes
- Must not smell of smoke, perfumes or any other smells that would make it ineligible to resell.
- Must NOT be in our Sale Collection (indicated with red "Sale" button or price ending in .99)
- Must not be undergarments such as underwear, socks, swimwear or nursing bras due to nature of garment
If the requested item(s) meet the above requirements, please follow the return process below within 14 days of receiving your order.
How to Submit a Return Request:
- Click on the profile icon at the top of our website
- Log in to your account
- Click the order that you want to submit the return for
- If your order has more than one item, then select the items that you want to return
- Select a return reason and add a note for the store
- Click "Request Return"
- If your return request is approved, you will recieve and email with shipping instructions
Customer is responsible for all shipping fees. Once the item has been sent back and we have found to meet above requirements, we will issue your return in the form of the original payment or gift card if desired.
Can I return items to your Liberty Twp, OH location? Yes! You can return or exchange unworn and unwashed items with the tags attached in person within 21 days of your purchase.
I received a damaged item. 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 5 days of receipt. Please email us at firstname.lastname@example.org with photos of the damage. 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.
I received the wrong item/color/size. What do I do? Please notify us immediately via email at email@example.com. We will respond to you within 1-2 business days to resolve the matter for you and get you the correct item as soon as possible.