FAQs
Welcome to the perupony FAQs page! We’ve gathered the most common questions about ordering, shipping, returns, and refunds to help you quickly find the information you need.
Shipping & Delivery
Q: How is the total delivery time calculated?
A: Delivery time is the sum of two components:
$$\text{Delivery Time} = \text{Handling Time} + \text{Transit Time}$$
- Handling Time (or Production Time): The time needed for us to process and prepare your item for shipment.
- Transit Time: The time it takes for the carrier to deliver the package to you after it leaves our facility.
Q: What are the estimated shipping timelines for the United States?
A: Our estimated timelines are:
| Stage | Duration | Days of Operation |
| Handling Time | 1– 2 Business days | Monday to Friday |
| Transit Time | 5 – 8 Business days | Monday to Friday |
Please note: These estimated ship timelines do not include the Handling/Production Time.
Q: Is there a shipping fee for my order?
A: No! We offer Free Shipping on all orders within the United States.
Returns & Refunds
Q: What is your return and cancellation period?
A: You are entitled to cancel your order and return the goods within 30 days from the date you received the goods (or the date a non-carrier third party you appointed took possession of the product).
Q: How do I initiate a return or cancellation?
A: You must inform us of your decision to cancel or return by means of a clear statement. You can contact us via any of the methods listed in the Contact Us section below.
Q: What are the conditions for a product to be eligible for return?
A: To be eligible for a return, please ensure that:
- The Goods were purchased in the last 30 days.
- The Goods are in the original packaging.
Q: Are there any items that cannot be returned?
A: Yes, the following goods are generally non-returnable:
- Goods made to your specifications or clearly personalized.
- Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
- Goods that deteriorate rapidly or where the date of expiry is over.
- Goods which are inseparably mixed with other items after delivery.
Q: Do I have to pay for return shipping?
A: Yes, You are responsible for the cost and risk of returning the Goods to Us. We highly recommend using an insured and trackable mail service as we cannot issue a refund without the actual receipt of the goods or proof of received return delivery.
Q: How and when will I receive my refund?
A: We will reimburse you no later than 30 days from the day on which we receive the returned goods. The refund will be processed using the same means of payment you used for the original order, and you will not incur any any fees for this reimbursement.
Q: Are sale items eligible for a refund?
A: Unfortunately, Goods on sale cannot be refunded. Only regular priced goods may be refunded. (This exclusion may not apply if restricted by applicable law.)
Q: What happens if I return a gift?
A:
- If the goods were marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return via a gift certificate once the product is received.
- If the gift giver had the order shipped to themselves, the refund will be sent to the gift giver.
Contact Us
If you have any further questions about our policies, please contact PeruPony, Inc using the details below:
- By Email: support@perupony.shop
- By Phone Number: +1 716-298-7942
- By Mail (Return/Correspondence Address): 1235 Ashbourne Rd, Elkins Park, Pennsylvania 19027, United States