Returns

Return Policy

At Penzam, we want you to love what you order. If something isn't quite right, we're here to help — within the guidelines outlined below.

Return Window

Returns must be requested within 30 days of receipt. Requests submitted after 30 days cannot be accepted.

What Can Be Returned

Unopened, unused items in their original packaging and resellable condition are eligible for return.

What Cannot Be Returned

• Opened or used items
• Clearance and sale items (final sale — no returns)
• Gift cards

How to Start a Return

To initiate a return, please contact us by email or through our contact form with your order number and a brief reason for the return. Once approved, we'll issue you a Return Merchandise Authorization (RMA) number and provide instructions for returning your item.

Please do not ship items back without an RMA — unauthorized returns may not be accepted or refunded.

Return Shipping

Customers are responsible for return shipping costs on unwanted items. We will provide a return label in the RMA process and deduct the cost from your credit or refund.

Refunds

Approved returns will receive a full refund of the product cost — no restocking fees.

Refunds may be issued to either your original payment method or as Penzam store credit, whichever you prefer. Original shipping charges are non-refundable on unwanted item returns.

Once your return is received and inspected, refunds are typically processed within 5–10 business days. Depending on your payment provider, it may take a few additional days for the refund to appear in your account.

Incorrect, Incomplete, or Damaged Orders

We take great care to pack and ship every order correctly, but on the rare occasion something arrives wrong, damaged, or missing — we'll make it right.

If your order arrives incorrect, incomplete, or damaged, please contact us within 7 days of delivery with:

• Your order number
• A description of the issue
• Photos of the item(s) and packaging (for damaged or incorrect items)

Our default resolution is a replacement shipment at no cost to you. If a replacement isn't possible or you'd prefer a different solution, we'll work with you to find one that does right by you.

You will not be asked to return damaged items at your expense — for these situations, return shipping (if needed) is on us.

Questions?

If you have any questions about a return or your order, please reach out — we're here to help.

returns@penzam.com

Thank you for shopping with Penzam. Every order — and every successful resolution — helps us keep stocking studios, classrooms, and creative programs across the country.