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Manage Orders

7 articles

What should I do if my shipped order has not moved?

If the status of your package hasn't budged for a few days after you've received the shipping notification, just reach out to our customer service team. In these cases, we might need to whip up a reshipment for you.

Last updated on May 04, 2026

How do I report a lost or missing package?

If you think your package might be lost or missing, please let us know right away. Share your email, name, order number, and any tracking details you have with us. This information will help us start a missing package investigation.

Last updated on May 04, 2026

What should I do if my order appears not to have shipped yet?

If your order seems to be taking a bit longer than expected, please get in touch with our customer service for a quick status update. We usually ship within one business day, but sometimes new releases can cause a slight delay.

Last updated on May 04, 2026

How do I cancel my order?

To cancel an order, just reach out to us with your request. We'll handle the cancellation and confirm by email. If your order has already shipped, you can refuse the package upon delivery, and it will be returned to us.

Last updated on May 04, 2026

What should I do if my order hasn't moved in the tracking system?

If your order seems stuck with no updates in the tracking info, let me know! I'll reship your package right away and give you a new tracking number. If you end up with two shipments, please refuse one of them.

Last updated on May 04, 2026

What if there is a mix-up with my order and I receive the wrong items?

If there's an error with your order and you receive the wrong items, please let us know right away. I'll make sure we send out the correct items immediately and fix the situation as quickly as possible. We apologize for any inconvenience!

Last updated on May 04, 2026

How do I add extra items to my current order?

It's wonderful to hear that you want to share the love with more PenGems products! 💖 If you'd like to add extra items to your order, just let us know which products you desire, and we'll take care of the rest.

Last updated on May 04, 2026