Shipping policy

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Penner Beauty ships from Shenzhen, China, with international carriers that hand parcels to local couriers for delivery to your door.

Orders and payments are subject to verification and approval before shipping, and this may take several days. To help prevent card fraud, orders with incorrect billing information, or orders that need extra verification, may be delayed or cancelled.

Shipping process

We need 2–5 working days on average to prepare your order and deliver it to our carrier's sort facility. Some items take longer around major holidays (up to 10 days) or when a popular item is low on stock.

Once your order starts processing we cannot change it, including the address. We ship only to the address entered at checkout. We ship on business days only, not on Saturdays, Sundays or holidays. When your order ships you will receive a shipping confirmation email.

If your order has several items, they may ship separately and arrive on different dates.

Tracking

Every order ships with a tracking number. We email it when your parcel is handed to the carrier. With some carriers, tracking can take several days to update. If your order was placed more than 5 business days ago and the tracking number still shows nothing, contact us.

Delivery times

Delivery times are estimates, not guarantees. They are counted in business days and do not include the 2–5 day processing time.

We do everything we can to deliver on time. Customs clearance, holidays, severe weather, labor disputes and other events outside our control can cause delays beyond these estimates.

Duties and taxes

DDP Orders shipped to the United States are sent Delivered Duty Paid. Import duties and customs fees are included in your order total, so you pay nothing extra when the parcel arrives. Sales tax is added at checkout where it applies.

If a parcel is refused, or returned because of an incorrect or incomplete address, we may deduct the return shipping cost from any refund.

Wholesale and OEM orders

Small wholesale orders to the United States are also shipped DDP. OEM orders are quoted FOB Shenzhen: the price covers goods loaded at the Shenzhen port, and freight, import duties and customs clearance are the buyer's responsibility. Terms for each order are confirmed in writing on your invoice.

Lost, stolen or damaged parcels

If tracking shows your parcel as delivered and you did not receive it, first check with the people at your address and with your local carrier. Then contact us within 7days of the delivery date with your order number. For a damaged parcel, send photos of the box and the product.

We use the carrier's tracking timestamps and delivery confirmation when we review a claim. We will work with the carrier on confirmed lost or damaged parcels and replace or refund them as described in our returns policy. Claims reported after 7 days may not be accepted.

Wrong address

Please check your shipping address before you place your order. We start work on orders immediately and cannot change them afterward. If an order has already moved to shipping, we cannot retrieve it to change the address.

Where we ship

We currently ship to addresses in the United States. We reserve the right to refuse any order and to restrict shipping to certain regions.

Questions

Email us at info@pennerbeauty.com. We read every message and use it to improve.