Customer Support
Returns, Warranty & Shipping Information
At Penguin Chillers, we aim to provide clear and concise information about our returns, warranty, and shipping policies. Please review the details below to help ensure a smooth experience with our products and services.
Cancellation Policy
- Order cancellations: If you cancel your order within the lead time and before shipping, a 3% cancellation fee applies.
Refund Process
- Inspection: We may reject returned products that are not in original condition.
- Approval: Once the return is approved, we will issue your refund by check. Refunds are not processed back to the original payment method.
- Processing time: Please allow up to 14 days for paperwork to be processed and for your refund check to be issued.
Return Policy
- Return requests: You must request a return within 21 days of the original shipment date.
- Approval: Get pre-approval before sending your item back.
- Condition: Items must be in their original condition and packaging.
- Restocking fee: A 20% restocking fee applies to all approved returns.
- Shipping costs: You are responsible for all return shipping costs. Original shipping costs are non-refundable.
- Custom orders: No refunds are available for custom-ordered products or chillers.
Shipping Information
- Continental US: Our website provides accurate shipping costs.
- Alaska: Please contact us for accurate shipping quotes, as additional charges may apply.
- International and Puerto Rico: Please use a freight forwarding company for shipments outside the United States.
Warranty Shipping Information
- Customer responsibility: You are responsible for shipping costs during a warranty claim. We can help you get a discounted return shipping label, but you must cover the cost.
- Insurance: Please insure and properly package all return shipments.
- Warranty approval: If we approve the warranty claim, we will repair or replace the chiller and ship it back at no additional cost within the continental United States.
- Outside the continental US: “Warranty coverage is not automatically void outside the continental United States. We are able to provide warranty coverage for confirmed manufacturing defects or errors. However, warranty coverage does not include shipping-related damages or costs, including return and outbound shipping from Penguin Chillers, international freight, customs handling, duties or brokerage fees.
- Shipping damage: Damage that occurs in transit is not covered under warranty and must be addressed through the carrier or applicable freight insurance. Once a unit has been delivered in good condition, Penguin Chillers supports valid warranty claims related to manufacturing issues according to the terms of the warranty.
Need more detailed warranty information?
For more detailed information about our returns, warranty, and shipping policies, visit our Penguin Chillers warranty page.
View Warranty Information