I want you to be 100% satisfied with any purchase you make from my shop! I prefer to treat each transaction individually and if there ever is a problem please contact me immediately! I will do everything I can to make it right.

I do accept returns/exchanges on any new, unused item (without personalization) in original condition if notified within 3 days of receipt. Return postage is the responsibility of the buyer and all returns will be issued a shop credit (less Etsy and PayPal fees). Please contact me prior to shipping so that I am aware of it and can watch for it! :-)

**I AM UNABLE TO ACCEPT RETURNS OR EXCHANGES ON ANY CUSTOMIZED OR PERSONALIZED ITEMS. PLEASE DOUBLE CHECK ALL SPELLING, DATES, AND MONOGRAMS CAREFULLY BEFORE FINALIZING YOUR ORDER**

I accept payments through PayPal, Direct Checkout, and Etsy gift cards. All payments must be cleared before the creation of your items can begin.

Please note: E-check via PayPal could take an additional 3-7 business days for your payment to clear.

All orders are processed as they are received. If you need a rush on something, please contact me ASAP so I can attempt to accommodate you. This depends on current workload and time of year.

Since many of my items are personalized, I need to have clear and complete instructions for your personalization. If I have any questions about your order, I will attempt to contact you through the Etsy convo system. If I am unable to reach you after 3 attempts, I will produce your order as shown in the sample or cancel the sale and issue a refund to your original payment source. This depends on how much information I am missing.

Cancellations are allowed within 12 hours of purchase. If you change your mind, PLEASE contact me immediately! I am unable to allow cancellations once I have begun production of your order.

*Please check each listing for current production times. Custom orders and personalized items take longer to ship. Items listed as "ready to ship" will be sent within 48 hours of cleared payment.*

I print all shipping labels directly from the Etsy checkout system. To avoid any shipping delays, PLEASE double check that your Etsy address is current and up to date. I am unable to take responsibility if the address you have on file is incorrect or out of date.

Items that ship First Class via the USPS include delivery confirmation. Tracking is unavailable for these. Unfortunately, the USPS does not offer tracking on First Class packages. Insurance is not included but is available for an additional fee.

Items that ship Priority Mail via the USPS include both a tracking number and merchandise insurance (up to $100). Additional insurance may be purchased for large orders.

Any Priority mail items that arrive damaged/broken will require photos of both the item and the packaging for insurance purposes.

Actual delivery times are out of my control. Once a package leaves my hands, it is up to the USPS to do their job and get your package safely to you and in a timely manner. That being said, holidays and weather related events may affect shipping estimates.

**International shipping IS available!!** Contact me for a shipping quote and I can set up a custom listing just for you!

Please note: International buyers are responsible for any/all customs taxes, duties, and fees associated with purchasing and shipping to their respective countries. Please refer to your local customs authority for more information.

Due to potential legal repercussions, I declare the full item value on customs forms and will not misrepresent the contents of my parcels.
Please do not ask me to lie on your customs form!

Custom orders are welcomed!

Wholesale or consignment requests can be sent directly to Elizabeth [!at] PenguinsPieces.com

This Privacy Policy describes how and when I collect, use, and share information when you purchase an item from me, contact me, or otherwise use my services through Etsy.com or its related sites and services.

Information I Collect:

To fulfill your order, you must provide me with certain information (which you authorized Etsy to provide to me), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide me with additional personal information (for personalizing your order, for example), if you contact me directly.

Neither Etsy nor Paypal provide any debit or credit card information to individual sellers.

Why I Need Your Information and How I Use It:

I rely on a number of legal bases to collect, use, and share your information, including:

- as needed to provide my services, such as when I use your information to fulfil your order, to settle disputes, or to provide customer support;
- when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for my mailing list;
- if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
- as necessary for the purpose of my legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving my services. I use your information to provide the services you requested and in my legitimate interest to improve my services; and 2) Compliance with the Etsy Seller Policy and Terms of Use. I use your information as necessary to comply with my obligations under the Etsy Seller Policy and Terms of Use.

Information Sharing and Disclosure:

Information about my customers is important to my business. I share your personal information for very limited reasons and in limited circumstances, as follows:

- Etsy. I share information with Etsy as necessary to provide you my services and comply with my obligations under both the Etsy Seller Policy and Etsy Terms of Use.
- Service providers. I engage certain trusted third parties to perform functions and provide services to my shop, such as delivery companies. I will share your personal information with these third parties, but only to the extent necessary to perform these services.
- Business transfers. If I sell or merge my business, I may disclose your information as part of that transaction, only to the extent permitted by law.
- Compliance with laws. I may collect, use, retain, and share your information if I have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce my agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of my customers, or others.

Data Retention:

I retain your personal information only for as long as necessary to provide you with my services and as described in my Privacy Policy. However, I may also be required to retain this information to comply with my legal and regulatory obligations, to resolve disputes, and to enforce my agreements. I generally keep your data for the following time period: 3 years.

Transfers of Personal Information Outside the EU:

I may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, I may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If I am deemed to transfer information about you outside of the EU, I rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.

Your Rights:

If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:

- Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me via the Etsy messaging platform.
- Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
- Object. You can object to (i) my processing of some of your information based on my legitimate interests and (ii) receiving marketing messages from me after providing your express consent to receive them. In such cases, I will delete your personal information unless I have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
- Complain. If you reside in the EU and wish to raise a concern about my use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.

How to Contact Me:

For purposes of EU data protection law, I, Elizabeth Mann, am the data controller of your personal information. If you have any questions or concerns, you may contact me at Elizabeth [!at] PenguinsPieces.com

This Privacy Policy does not apply to the practices of third parties that I do not own or control, including Etsy or any third party services you access through Etsy. You can reference the Etsy Privacy Policy directly to learn more about its privacy practices. Any questions in regards to marketing messages sent by Etsy would need to be directly addressed with them. PenguinsPieces has no control over the Etsy usage of such information.