Refunds And Returns

Order cancellation

All orders can be canceled up until they are processed and shipped. Once the manufacturing, packaging, and shipping process has started, they can no longer be canceled.  Please contact us at info@notebookandpenguin.com as soon as possible if you would like to cancel your order.

Please note that many of our products are made to order meaning that they are only manufactured when your order is placed. For this reason, we cannot offer returns or refunds on these products unless the product is damaged or incorrect when it is delivered.

Refunds

We are here to help so please don’t hesitate to email us if you have any questions or concerns about the products you have received!

Damaged Or Incorrect Product

In the case you receive a damaged or incorrect product, please send a couple of photos to info@notebookandpenguin.com within 10 days of receiving the item. Once your claim is approved, a replacement or refund will be sent to you.

Missing Or Undelivered Orders

Before getting in touch with us, please help us out by doing the following:
●  Check your shipping confirmation email for any mistakes in the delivery address.
●  Ask your local post office if they have your package.
●  Stop by your neighbors in case the courier left the package with them.

If the shipping address was correct, and the package wasn’t left at the post office or a neighbor’s house for example, please get in touch with us at info@notebookandpenguin.com with your order number. 

In the case that a package is delivered (based on a tracking number update) but you did not receive the item, you must submit a claim to the shipping carrier directly.  Please contact us if you need help.

If you experienced any of the above scenarios, please get in touch within 10 days of receiving your parcel so that we can solve any problems. If we do not hear from you within 10 days, you agree that the product is deemed delivered and satisfactory.

Refunds are not available under the following circumstances:

  • Buyers remorse;
  • Your order did not arrive due to an incorrect address provided;
  • Incorrect sizing (Size guides are available with each product.  Please however contact us before ordering if you are unsure of the sizing);
  • Your order does not arrive on time due to exceptional circumstances beyond our control (e.g. delayed by a natural disaster)

How do I request a return or refund?

If you want to initiate a return or refund, please complete the following steps:

  1. Please contact us via email at info@notebookandpenguin.com and include the evidence if required;
  2. After we have approved an order return, the product will need to be returned to our warehouse at the address we provide to you. You must return the item to our warehouse at your own expense and the item must be unused;
  3. You must provide a tracking number;
  4. In the case of a damaged or incorrect product you can opt to have the product replaced or refunded.

Have any other questions? Please feel free to reach out to us at info@notebookandpenguin.com.