FAQs

1. Do you accept returns?

Because all Peonygear products are made-to-order, we do not accept general returns or exchanges for reasons such as size, color, or change of preference.
However, if your item arrives damaged, defective, or incorrect, we will gladly provide a free replacement or full refund. No return is required.

2. What if my item arrives damaged, defective, or incorrect?

Please contact us within 30 days of delivery with:

  • Your order number

  • Clear photos of the issue

We will process a free replacement or full refund within 3–5 business days.

3. Can I change or cancel my order?

Yes — you may change or cancel your order within:

  • 24 hours for weekday orders

  • 48 hours for weekend orders

After this window, your order enters production and can no longer be changed or canceled.

4. How long does production take?

Production typically takes 5–7 business days, excluding weekends and holidays.

Each item is custom-made by our trusted fulfillment partners in Vietnam, China, or Mexico.

5. How long does shipping take?

Estimated delivery time:

  • United States: 7–10 business days

  • International (Canada, UK, Australia): 10–17 business days

Total estimated delivery:

  • US orders: 12–17 business days

  • International orders: 15–24 business days

Remote locations may require an additional 3–5 business days.

6. Where do you ship from?

Orders are produced and shipped from our partner facilities located in:

  • Vietnam

  • China

  • Mexico

Final delivery (last mile) is completed by USPS, Canada Post, Royal Mail, or Australia Post depending on the destination.

7. Do you ship internationally?

Yes! We ship to:

  • United States

  • Canada

  • United Kingdom

  • Australia

  • Most international destinations

Shipping fees and delivery times vary by region.

8. How do I track my order?

Once your item ships, you will receive an email with your tracking number.
You can track your package via:

  • The courier’s official tracking website

  • Our Order Tracking page (if available on your store)

If you don’t receive tracking within 5 business days of processing, please contact us.

9. My tracking shows “Delivered,” but I didn’t receive my package.

Please:

  1. Wait 24 hours

  2. Check with neighbors or household members

  3. Contact your local postal carrier

If still missing, email us and we will help open a claim or provide a solution.

10. What if my order is delayed or stuck in transit?

If tracking hasn’t updated for 15+ business days, please contact us.

If your order hasn’t arrived within 60 days from the order date, it is considered lost and you are eligible for a full refund or replacement.

11. What if I entered the wrong address?

If your address is incorrect:

  • Contact us within 24 hours so we can update it.

  • Once shipped, we cannot change the address.

  • Orders returned due to incorrect addresses may incur reshipping fees.

12. Do you offer exchanges?

We do not offer size or design exchanges for made-to-order products.
For damaged, incorrect, or defective items, we provide free replacements.

13. Do you charge customs, VAT, or import fees?

International orders may be subject to additional duties, taxes, or customs fees.
These charges are not collected by Peonygear and must be paid by the customer.

If a package is returned due to unpaid customs fees, shipping fees are non-refundable.

14. What payment methods do you accept?

We accept:

  • Visa / Mastercard / American Express / Discover

  • PayPal

  • Apple Pay / Google Pay / Shop Pay (if enabled)

All payments are processed through secure, PCI-compliant gateways.

15. Will my payment information be safe?

Absolutely.
We do not store your full credit card details.

All payment data is encrypted and processed securely by Stripe, PayPal, or our third-party payment provider.

16. Are Peonygear products eco-friendly?

Yes.
Because we operate on a made-to-order model, we produce only what customers purchase, reducing excess inventory and waste.
We also use eco-conscious packaging when possible.

17. How do I contact customer support?

We’re here to help.

  • Email: support@peonygear.com

  • Phone: (209) 850-3168

  • Address: 323 N Thor St, Turlock, CA 95380, United States

  • Support Hours: Monday to Friday, 9:00 AM – 5:00 PM PST

We aim to reply within 24 hours (business days).