FAQs

A. Orders & Payments

1.1 How can I place an order?

To place an order, simply:

  1. Browse our collection and select your desired product.
  2. Choose the size, color, or any customization options (if applicable).
  3. Click “Add to Cart”, then proceed to checkout.
  4. Enter your shipping and payment details, then confirm your order.
  5. You will receive an email confirmation once your order is successfully placed.

1.2 What payment methods do you accept?

We accept the following payment methods:

  • Credit/Debit Cards (Visa, Mastercard, American Express, Discover)
  • PayPal

1.3 Can I modify or cancel my order after placing it?

  • Orders can only be modified or canceled within 24 hours (weekdays) or 48 hours (weekends) of purchase.
  • Once your order is in production, it cannot be changed or canceled.
  • To request a change, please contact us at [email protected] as soon as possible.

B. Shipping & Delivery

2.1 Where do you ship?

We currently ship to the United States, Canada, United Kingdom, and Australia.

2.2 How much does shipping cost?

  • United States: $7.95
  • Canada, UK, Australia: $9.95

2.3 How long does shipping take?

  • United States: 7 – 10 business days
  • Canada, UK, Australia: 10 – 15 business days
  • Processing time: 5 – 7 business days before shipment

2.4 Which shipping carriers do you use?

We use YunExpress, Yanwen, and China Post for international logistics. Once the package arrives in the destination country, it is transferred to local postal services:

  • US orders: USPS
  • Canada orders: Canada Post
  • UK orders: Royal Mail
  • Australia orders: Australia Post

2.5 How do I track my order?

Once your order has been shipped, you will receive an email with a tracking number and a link to track your package.

If your tracking number has not been updated for more than 5 business days, please contact us at [email protected].

2.6 What if my order is delayed?

Shipping delays may occur due to:

  • Severe weather conditions
  • High order volumes during peak seasons (e.g., Black Friday, Christmas)
  • Customs processing for international orders

If your order is significantly delayed, please email us at [email protected], and we will assist you.

C. Returns, Refunds & Exchanges

3.1 Do you accept returns?

Since all items are made-to-order, we do not accept returns. However, if your item is damaged, defective, or incorrect, we will provide a replacement or full refund—no return required.

3.2 What is your refund policy?

We offer refunds in the following cases:

  • Damaged or defective items → Full refund or free replacement (photo proof required).
  • Late delivery (more than 60 days) → Full refund.
  • Missing orders → We will investigate and either resend the order or issue a refund.

Refunds are not accepted for:

  • Customer errors (wrong size, design, or color selected).
  • Orders with incorrect shipping addresses.

3.3 How do I request a refund or replacement?

To request a refund or replacement, email [email protected] with:

  • Your order number
  • Photo proof of the damaged or defective item (if applicable)
  • A brief explanation of the issue

We will process your request within 1-2 business days.

3.4 My package arrived damaged. What should I do?

  • If your package is visibly damaged upon delivery, reject the package and ask the carrier to return it.
  • If you accepted the package but found damages inside, please email us within 48 hours with photo proof, and we will assist you.

D. Customs, Taxes & Duties

4.1 Do I have to pay customs duties or taxes?

For orders shipped to Canada, the UK, and Australia, customs duties, taxes, or import fees may apply depending on your country’s regulations.

Pemagear is not responsible for these additional charges. Customers are required to pay any applicable import fees.

4.2 What happens if I refuse to pay customs fees?

If you refuse to pay the customs fees and the package is returned to us, no refund will be issued.

E. Other Questions

5.1 What if my order is marked as “delivered” but I haven’t received it?

If your tracking shows “Delivered” but you haven’t received your package:

  1. Check with neighbors or family members who may have accepted it.
  2. Contact the carrier (USPS, Canada Post, Royal Mail, Australia Post) for exact delivery details.
  3. Wait 24 hours—sometimes carriers mark an item as delivered before actual arrival.

If you still cannot locate your package, contact us at [email protected].

5.2 Do you offer gift cards?

At this time, we do not offer gift cards.

5.3 How can I contact Pemagear?

You can reach our customer support team via:

  • Email: [email protected]
  • Phone: +1 (818) 639-3668
  • Business Hours: Monday to Friday, 9:00 AM – 5:00 PM PST