Refund policy

At Original Penguin, we want every purchase to feel simple and confident. If your tennis apparel, polos, or sportswear isn’t the right fit, we’re here to help with a straightforward return or exchange process.

Important: Returns are accepted within 30 days of delivery. Please contact our customer service team before sending any item back.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return:

  • Items must be unworn and unused.

  • Items should be in their original condition.

  • Clothing should be returned with original tags and packaging when applicable.

  • Items should not show signs of washing, damage, stains, or alteration.

  • We recommend checking the size and fit before removing tags or using the item.

For tennis apparel and polos, please try items on carefully to ensure the size and fit are right before wearing or washing them.

30-Day Return Window
Your return request must be made within 30 days from the date your order was delivered.

2. How to Request a Return

Please follow these simple steps:

Step 1 — Contact Us

Email our customer service team at:

service@originalpenguinus.shop

Please include your order number and explain the reason for your return or exchange.

Step 2 — Receive Return Instructions

Our customer service team will review your request and provide the return instructions and return address.

Please do not send your package to the address on this page unless our customer service team specifically instructs you to do so.

Step 3 — Prepare Your Package

Pack the item securely and, whenever possible, use the original packaging. Include the information requested by our customer service team.

Step 4 — Ship Your Return

Send the package according to the return instructions provided by our customer service team.

Step 5 — Return Processing

Once we receive your returned item, our team will inspect and process the return or exchange within 4–7 days.

3. Refunds

Once your return has been received and approved, your refund will be issued to the original payment method.

We accept:

  • Visa

  • MasterCard

After the refund is processed, please allow 2–3 weeks for the refund to appear in your account.

Refund Timing:
Refunds are normally received within 2–3 weeks after processing. The exact timing depends on your card issuer and payment provider.

4. Exchanges

If you need a different size or want to exchange an eligible item, please contact us within 30 days of delivery.

For apparel such as tennis clothing and polos, we recommend contacting us as soon as possible if the size or fit is not right.

Exchange requests are processed within 4–7 days after we receive the returned item.

Please note that exchanges are subject to product availability. If the requested replacement is unavailable, we may process a refund instead.

5. Return Shipping Costs

Unless otherwise agreed by our customer service team, return shipping costs are the customer's responsibility.

Original shipping charges are generally non-refundable.

If you receive an incorrect item or an item that arrives damaged, please contact us before returning it. We will review the situation and provide the appropriate solution.

6. Damaged or Incorrect Items

We carefully prepare every order, but if your package arrives damaged or you receive the wrong product, please contact us as soon as possible.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photos of the item and packaging when applicable

Our customer service team will review the information and help arrange an appropriate return, replacement, or refund.

7. Non-Returnable Situations

Returns may not be accepted when:

  • The item has been worn, washed, altered, or damaged after delivery.

  • The item is returned without the required original tags or packaging when applicable.

  • The return request is made more than 30 days after delivery.

  • The item has damage caused by improper use or care.

  • The item is returned without following the return instructions provided by our customer service team.

8. Order Processing & Shipping

Orders are normally processed within 4–7 business days.

Standard Shipping

DHL or FedEx

  • Delivery time: 7–14 business days

  • Shipping fee: $12.95

Free Shipping

EMS

  • Delivery time: 12–24 business days

  • Free shipping on orders of $50 or more

Shipping is available globally except Asia and remote areas.

Please note: Delivery times are estimates and may vary depending on the destination, carrier, customs procedures, and other circumstances outside our control.

9. Contact Us

If you have questions about a return, refund, exchange, or order, our customer service team is happy to assist.

Original Penguin
2318 Downing Dr
Columbus, GA 31906
USA

Email: service@originalpenguinus.shop

For the fastest assistance, please include your order number in your email.

Quick Return Summary

Policy Details
Return period Within 30 days of delivery
Return processing 4–7 days after receipt
Refund timeframe 2–3 weeks
Payment methods Visa, MasterCard
Return shipping Customer's responsibility unless otherwise agreed
Order processing 4–7 business days
DHL/FedEx 7–14 business days — $12.95
EMS 12–24 business days — Free on orders $50+
Shipping area Global except Asia and remote areas

Customer Service: service@originalpenguinus.shop