Frequently Asked Questions


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Orders
Shipping
Delivery
Returns

Orders

Q: Can I update my shipping and/or billing address once my order has been placed?

A: Make sure to contact us before you receive your shipping confirmation email and we’d be happy to update your shipping address for you! To update your shipping address, email help@pinultimate.co with your order number, the shipping address you initially entered, and the updated shipping address.

We’re unable to update your billing address on our end, but if your order went through successfully, your payment went through as well.


Q: I already placed an order but I want to add more items. Can you bundle them all together so I don't have to pay for shipping twice?

A: We’re more than happy to bundle your items together! As long as you contact us before you receive your shipping confirmation email, you have two options:

  1. Email help@pinultimate.co with links to the additional items you’d like to purchase as well as quantities. We can add them directly to your initial order and send you an invoice for the new items.
  2. Place a second order and email help@pinultimate.co both of your order numbers. We’ll make a note to send them together in one package. We’ll also refund the shipping amount you paid for your second order if applicable.

Shipping

Q: How much does shipping cost?

A: Shipping is calculated based on the shipping method selected at checkout and distance of the shipping address from Baltimore.

With First Class Packages, domestic shipping typically costs between $3-5 and international shipping is usually $14-20. If you need your package shipped by a certain date, we recommend upgrading to Priority shipping.

Shipping is free for all domestic orders over $60.


Q: Do you ship worldwide?

A: Yes, we do! Unfortunately for now, there’s no way of calculating the cost of shipping until you’ve reached checkout. Shipping outside of the U.S. typically costs anywhere from $14-20.

We are unable to ship to the United Kingdom at this time.


Q: Where is my order shipping from?

A: All orders are shipped from our studio in Baltimore, Maryland, USA.


Q: How long does it take for my order to ship?

A: Orders are typically processed within 1-3 business days, but may take slightly longer if our order volume is unusually high.

That being said, we have no control over how quickly USPS can deliver your package and we greatly appreciate your patience with any delays or scanning issues.


Q: How do I track my order?

A: When you place your order, you should receive an email confirmation that your order went through. Once a shipping label has been purchased for your order, you’ll receive a separate shipping confirmation email with a tracking number. Please allow a day or two for your tracking to begin updating.

If you didn’t receive your initial confirmation email, double check your spam folder. Otherwise, email help@pinultimate.co so we can make sure your order went through.


Q: There’s an issue with the tracking for my order.

A: Due to managerial and operational changes put into effect in 2020, USPS has been experiencing widespread mail delays. As a small business, we have no control over delays or other issues brought on by USPS once your package has left our possession, but we’re aware of the problem and we’re doing our best to inform our customers of these issues as they arise.

Tracking issues may occur throughout shipping, including the following:

  1. Tracking says “Pre-Shipment Info Sent to USPS, USPS Awaiting Item” for up to 10 business days after you received your shipping confirmation email. This has occurred on several occasions after a USPS holiday when our local Baltimore post office and distribution center were backed up. Rest assured, all of the packages were eventually scanned and were delivered very quickly after.
  2. Tracking gives an estimated delivery date, then the status changes to “In Transit, Arriving Late” for up to 10 business days. Estimated delivery is usually calculated within your tracking automatically after the initial scan, but if a post office and/or distribution center along the way is backed up, your package may sit there for a few extra days. If the status of your package says this, it’s most likely still at the location of the last update in your tracking. Once your package starts moving again, the tracking will update.
  3. Tracking says delivered, but you can’t find your package. On several occasions, USPS has scanned packages prematurely the day before they’re actually delivered. This one remains a mystery, but if this happens to you, please double check your mailbox, check with your neighbors, and/or give it an extra day before you consider it missing.

Please be patient with USPS if any of these happen. They’re working their absolute hardest, all things considered.

If your order is covered by Shipping Protection:

Luckily, if your package goes missing* during transit or is misdelivered, we can help! Email help@pinultimate.co with your order number and we should be able to either provide you with a refund or get you set up for a replacement order.

*A package is only considered missing if the tracking has not updated for over 10 business days.

If you opted out of Shipping Protection:

To make this process more seamless going forward, we encourage you to add Shipping Protection to your order at checkout.

If after 10 business days, your tracking still hasn’t updated, you can follow the Find Missing Mail instructions on the official USPS website to search for your package. For the return address on your claim, you can enter the following:

Pinultimate
305 West 27th Street
Baltimore, MD 21211
United States

If your package was marked as delivered but you believe it’s missing, you’ll need to call your local post office for assistance.

Delivery

Q: I received the wrong item and/or only received part of my order.

A: We’re only human and we sometimes make mistakes, but we’re more than happy to make it right. Email help@pinultimate.co with your order number and let us know what the issue is, and we’ll get that fixed for you.

Q: An item in my order was damaged.

A: We’re so sorry to hear that! Occasionally packages are handled a little too rough during transit and your items suffer for it.

If your order is covered by Shipping Protection:

Luckily, if any items in your order are damaged, we can help! Email help@pinultimate.co with your order number and we should be able to either provide you with a refund or get you set up for a replacement order.

If you opted out of Shipping Protection:

To make this process more seamless going forward, we encourage you to add Shipping Protection to your order at checkout.

If any items in your order are damaged and you upgraded to Priority Mail at checkout, you can file a claim for the damaged items directly through USPS. If your package shipped First Class, you’ll need to call your local post office for assistance.

Learn more about USPS claims here: https://www.usps.com/help/claims.htm


Q: My order was marked as delivered but I haven’t received it.

A: Due to managerial and operational changes put into effect in 2020, USPS has been experiencing widespread mail delays. As a small business, we have no control over delays or other issues brought on by USPS once your package has left our possession, but we’re aware of the problem and we’re doing our best to inform our customers of these issues as they arise.

On several occasions, USPS has scanned packages prematurely the day before they’re actually delivered. If this happens to you, please double check your mailbox, check with your neighbors, and/or give it an extra day before you consider it missing.

If your order is covered by Shipping Protection:

Luckily, if your package is misdelivered, we can help! Email help@pinultimate.co with your order number and we should be able to either provide you with a refund or get you set up for a replacement order.

If you opted out of Shipping Protection:

To make this process more seamless going forward, we encourage you to add Shipping Protection to your order at checkout.

If your package was marked as delivered but you believe it’s missing, you’ll need to call your local post office for assistance.

Returns

Q: Do you accept returns?

A: Please read our Return Policy for details about returns and refunds.

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