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 $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.

  

Returns FAQ's:

I don't love an item and need to return it. Is this an option, if so how? We want you to love your goodies, however if you would like to exchange or return an item, please email returns@penandnashco.com within 14 days of receiving your order. We will happily accept unworn and unwashed items. Due to the nature, we are unable to accept returns on Sale items and undergarments such as socks and underwear.

Customer is responsible for all shipping fees. Once the item has been sent back, in our possession and we have found to be in new condition we will issue your return. 

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 returns@penandnashco.com 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 returns@penandnashco.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.