Frequently Asked Questions

I changed my mind. Can I get a refund or make an exchange for a new size/color?

We do not accept returns for refunds, credits, or exchanges. All sales are final. Please make sure that you have carefully reviewed all information in your order prior to finalizing your purchase, including your billing and shipping address, e-mail and telephone number.

Can I track my order?

All orders delivered within the United States by USPS have full tracking available! You can give your customers a tracking number with a link to follow up on the status of their orders (this is that link). For international orders, full tracking will only be available when sent via International Priority - which costs a bit more.

When will I receive my order?

Please allow 7 business days for order processing and verification, and an additional 10 business days for delivery. We do not ship out on Saturdays or Sundays. If your order has not arrived within the aforementioned guidelines, please contact us and we will do our best to track your order for you.

What shipping carrier do you use?

We ship all orders via United States Postal Service.

Can I contact you directly with any questions?

Please email info@PELNYC.com with any questions regarding your order. We will try our best to reply to your question(s) within 24-48 hours.

Do you accept check payments? Can I use PayPal?

We do not accept payments by check, and PayPal is presently supported on PELNYC.com. We currently accept Visa, American Express and MasterCard payments only.

Why does my billing and shipping address have to match?

We require that your billing and shipping address match as an additional step to prevent credit card fraud.

I do not live in the United States. Can I place an order?

PELNYC accepts orders from the United States and select International Countries list below: Australia Austria Belgium Canada China Czech Republic Denmark Finland France Germany Greece Hong Kong Hungary Iceland Ireland Israel Italy Japan Korea, South Luxembourg Netherlands New Zealand Norway Portugal Puerto Rico Singapore Spain Sweden Switzerland Taiwan Thailand United Kingdom

Can I order other items that are not offered on the web store?

We are only offering a select group of items through the web shop at this time. Please add your e-mail to the mailing list to receive product release updates.

Do you sell wholesale?

We do not sell wholesale.


What do I do if the item’s packaging is torn or damaged?

All packaging is just a protection against damage.   We cannot replace or repair any damaged packaging.