HAVE A QUESTION?
You may find your answer in our frequently asked questions.
SIZE GUIDE
What size of products shall I purchase for my pets?
Our pet products are designed for dogs of all sizes, ranging from small breeds such as Yorkshire Terrier to larger breeds like Golden Retriever. Each collection comes with its own sizing system, so please check the individual size chart for each product on the detailed page.
How to properly measure my pets?
There are three key measurements to consider when shopping for your pets: neck size, chest girth, and back length. Refer to the detailed info graph provided on each product page as you shop.
Do the jewelries come with different sizes?
All jewelry pieces such as necklaces, bracelets, earrings, and rings are one-size-fits-all, with most necklaces, bracelets, and rings being adjustable within a specific range. Each piece comes in a unique size, please see the product page for more information.
CARE AND REPAIR
How do I care for my jewelries?
All of our sterling silver jewelries require special care to preserve the appearance and longevity. They tarnish when exposed to salty air, chlorine, sulfur, humidity, perspiration, cosmetics, household bleach and other strong chemicals.
To prevent tarnish as much as possible, we recommend that you store your fine jewelry in a dry place.
We recommend you removing your jewelry before:
• Showering, bathing, or swimming
• Using lotion, hair products, fragrances, and other cosmetics
• Exercising at the gym or during contact sports
• Preparing meals
And use soft, non-abrasive cloth to polish as desired.
How do I care for pet products?
Vegan leather pet accessories are water-resistant to some extent; do not wash with water or in a machine.
To clean, use a soft damp cloth to remove dirt gently.
Do I have warranty if the product became defective / damaged?
All items are guaranteed to be in pristine condition when carefully packed and shipped.
Any unforeseen damages incurred during transit or use are unfortunately beyond our control. As a small business, we do not currently offer a default warranty.
However, if you find yourself in a unique situation that requires additional assistance, please reach out to us and we will do our utmost to assist you.
PAYMENT
Which payment methods are accepted?
You can pay for your purchases with any of the following methods: American Express®, Apple Pay®, Dinners Club®, Discover®, Meta Pay®, Google Pay®, MasterCard®, Shop Pay®, and Visa®.
Do you accept international credit cards?
We accept international credit cards as long as it's within our accepted payment methods. Note that you must enter the international billing address that is linked to your credit card when placing your order.
How do I receive a refund if my order was canceled?
Each suitable refund will be directly deposited to your original payment method. Please note that it may take 2-5 business days for your bank to complete the transaction.
PACKAGING
How will my order be packed?
The packaging method could vary depending on the product line (pet accessories, jewelries, or a hybrid of both) and their sizes. We at Penny's Studio are dedicated to utilizing eco-friendly materials and consistently improving our packaging.
Will my gift order include an invoice where the price is now shown?
Pricing information is intentionally excluded from the packing slip. It will be included in the order confirmation email sent to your provided email address.
Can I include a personalized gift message?
Yes. Kindly leave us a note at checkout to detail your customization preferences.
DELIVERY
Which countries / regions do you deliver?
We currently deliver to United States, Canada, United Kingdom, Ireland, France, Germany, Netherlands, Austria, Italy, Spain, Greece, Poland, Denmark, Norway, Sweden, Finland, Japan, Korea, Taiwan, Mainland China, Hong Kong, Macau, New Zealand, and Australia.
If your region is not listed above, please let us know and we will try to work something out.
Do you provide free shipping?
We ship worldwide, with complimentary delivery for orders over $60 in USD. We charge a flat-rate of $10 USD for orders below $60 USD.
How long will delivery take?
As a small business, all orders take 3-6 business days to be fulfilled. Your understanding and patience are highly valued as we diligently work behind the scenes.
An email will be sent once your parcel departs our warehouse. Please anticipate an additional 4-15 business days for delivery, the journey tailored based on your unique shipping location.
How do I track my order?
You will be sent an email confirmation along with a tracking number once your order is dispatched.
What if my package got lost or stolen during delivery?
Penny's Studio is not liable for lost or stolen packages. Once products leave the warehouse, we are no longer responsible.
Will there be any custom tax for international order?
Penny's Studio utilizes a third-party logistics company that adheres to export/import policies. Please understand that we cannot be held liable for any local customs or sales taxes. Any potential customs delays or fees are not within our jurisdiction.
RETURNS AND EXCHANGES
Can I request an exchange or return?
Your satisfaction is our priority. Should your order not meet your standards, you can return or exchange it under the following terms:
1) Order was not placed with a discount code or items were not on sale;
2) Unused products in original packaging;
3) Returns or exchanges are initiated within 7 days of receiving your order.
How do I return or exchange an item ordered online?
Email us at pennystudio.official@gmail.com with your order number, the item you want to exchange/return, and the desired exchange item (if applicable). Ensure to ship the item back to us via your preferred carrier as Penny's Studio is not responsible for exchange/return shipping.
How long will my refund take for item returned?
Once the package is returned to us, we will issue a refund upon confirming its good condition and original packaging.
The refund process may take 2-5 business days for your bank to complete.
Are shipping fees refundable?
The shipping costs for delivery are non-refundable in regards to an exchange/return order, or a cancellation of an order that has started processing.
If an item is exchanged, you will not be charged a shipping fee for the second delivery.
If an entire order or partial order is returned, a $10 USD shipping cost deduction will be made for the refund.
If an order is cancelled per customer's request after warehouse already started to process, shipping fee is not refundable. If the order was eligible for a free premium shipping, a flat shipping fee of $10 USD will be deducted from the refund.