Shipping policy

Delivery Times and Rates

Our delivery time refers to how long it takes for the carrier to deliver the package once they receive it from us. The delivery time begins from the date of shipment. It is given in terms of business days, which excludes weekends and US federal holidays. The delivery times and rates vary by shipping service:

USPS Priority Mail

• Delivery Time: 2-4 business days after shipment
  
• Price: Free

USPS Priority Mail Express

• Delivery Time: 1-3 business days after shipment
  
• Price: $60

Pangino is based in, and ships from within, the United States.

The prices listed here are flat rates to all locations we ship to within the United States, namely all 50 US states as well as Washington, D.C.

The delivery times listed here are based on the average estimates provided directly by the carrier, and also include any adjustments we have made to reflect an accurate time frame based on our own experience. However, these delivery times are not guaranteed.

 

Processing Time

Our processing time refers to how long it takes for us to ship an order once it is placed. It is in addition to our delivery time. We aim to process and ship all orders within 1-2 business days from the date the order was placed. Business days do not include weekends and US federal holidays. This is our standard processing time and cannot be expedited.

Total Arrival Time = Processing Time + Delivery Time.

 

Where We Ship To

We ship to all 50 US states, as well as to Washington, D.C.

 

Where We Don't Ship To

We do not ship to any US territories, any APO/FPO/DPO addresses, any of the Freely Associated States, or to anywhere outside the United States.

 

Shipping to PO Boxes

We are able to ship to PO boxes. Please ensure that your PO box is large enough to fit standard packages.

Once the tracking indicates the item has arrived at your post office, we consider it to be delivered. Packages sent to a PO box may take longer to arrive than those sent to a residential address, due to the additional processing time required by the staff at the post office.

Pangino is not responsible for any delays that may occur after the item is received by the post office. Please be sure to pick up any packages from your PO box in a timely manner. 

 

Shipping to Alaska and Hawaii

We ship to all 50 US states, and this includes the states of Alaska and Hawaii. However, given the longer geographic distance to these two states, please expect any shipments to these states to take the longer portion of the delivery time ranges provided, if not sometimes longer (especially in cases where the address is remote).

 

Shipping Multiple Items

Due to our usage of standardized packaging, if multiple items are ordered, they will be shipped separately in individual packages with different tracking numbers.

If a free shipping service is selected in an order with multiple items, then the total shipping charge will be free regardless of the number of items in the order.

However, if a paid shipping service is selected in an order with multiple items, then only one item will be shipped with the paid shipping method, while the remaining items will be shipped with a free shipping method. This is because paid shipping options at checkout are priced as rates for a single item. The item shipped with the paid shipping method will be random.

If you would like to have multiple items shipped with a paid shipping method, then each item will need to be placed in its own separate order, with the paid shipping method selected in each.

 

Tracking Your Order

Once your order has been shipped, you will be sent a shipping confirmation email to the email address used on the order. There, a link to track your order will be provided.

If it has been longer than 2 business days since you have placed your order, and you still cannot find any shipping confirmation email, try checking all of your email inbox's folders, including your junk folder, as it may have gotten lost there (please mark it as "not junk" if it has). If you have created an account on our website, you can also check the order details directly on our website.

 

Packaging

Our packaging is very secure, as we package our items with the normal occurrences of the shipping and handling process in mind, in order to ensure all items arrive in great condition.

 

Holiday Shipping

The holiday season, during the months of November and December, can see a large increase in package volume nationwide due to holiday shopping, which may cause slightly longer delivery times than what is stated on our website. The delivery times stated on our website are based on the average estimates provided directly by the carrier, and also include any adjustments we have made to reflect an accurate time frame based on our own experience. However, these delivery times are not guaranteed.

Pangino has no control over any delays the carrier may experience during the holidays. In addition, we at Pangino will likely see a large increase in order volume around the holidays, which may result in slightly longer processing times. However, we anticipate this increase in order volume every holiday season, and will still be able to ship out most orders within our standard 1-2 business days.

Due to the increased order and package volume, we recommend placing any holiday orders as soon as possible, especially if they are gifts that need to arrive by a certain time. We also advise following along with the tracking closely.

 

Shipping Delays

If your package does not arrive by the originally estimated delivery date given by the carrier, or if the duration greatly exceeds the delivery times stated on our website, then it may have been delayed. Do not panic, as this is usually not indicative of any underlying issue.

It is important to note that the estimated delivery date given by the carrier is merely that, an estimate, and does not guarantee it will be delivered on that date. In addition, the delivery times stated on our website are based on the average estimates provided directly by the carrier, and also include any adjustments we have made to reflect an accurate time frame based on our own experience. However, these delivery times are not guaranteed.

If your package has been delayed, the tracking may indicate this. If it does not, but it has been in transit for longer than normal, you may want to contact the carrier for clarification. Pangino cannot be held responsible for any shipping delays, as we are not the delivery service and have no control over the delivery process.

The most common reasons for shipping delays can be high package volume, labor shortages, extreme weather, national emergencies, and anything else that can disrupt the supply chain. In most cases, the only thing that can be done is to wait patiently for the package to arrive.

If you are still concerned regarding the status of your package, we recommend contacting the carrier directly, as they are the delivery service and will have more information than us. We can only see the same tracking information as the customer.

If after contacting the carrier you are still concerned, feel free to contact us as well and we will do our best to assist you.

 

Returned Packages

The most common reason why a package would be returned is due to an incorrect or inaccessible address. When creating our shipping labels, we use the exact spelling and formatting of the shipping address the customer provides us in the delivery details section at checkout. Please double check your address is correct at checkout.

If you realize you have made a mistake on your shipping address, please contact us as soon as possible. If the item has not been shipped yet, we can change it for you. If it has been shipped, we recommend contacting USPS to ask them to keep your package on hold at your post office for pickup.

If a package is returned due to a mistake the customer made when providing us with their shipping address, we will contact the customer for the proper address and reship it to the corrected address. However, we reserve the right to charge the customer for the additional amount required to reship it, even if the original shipping method was free when the order was placed.

If a package cannot be delivered due to an inaccessible address, we recommend contacting USPS to try and give them delivery instructions or to tell them to hold it at your post office for pickup.

If a package is returned due to an inaccessible address, we will contact the customer for additional address details or an alternative address. However, we reserve the right to charge the customer for the additional amount required to reship it, even if the original shipping method was free when the order was placed.

If a package is returned to us for any reason other than an incorrect or inaccessible address, then such instances will be evaluated on a case-by-case basis in order to find the best resolution.

 

Incorrect Addresses and Misdeliveries

Please double check the accuracy of your shipping address when placing your order. Pangino is not responsible if a package is returned or misdelivered because of an improperly inputted address given to us by the customer. It is the customer’s responsibility to provide us their correct address when placing an order. The way the address is formatted when provided at checkout is the way it will appear on the shipping label.

If we have questions or concerns regarding an address, such as if there are visible errors or typos, then we may reach out to the customer prior to shipping it. However, it is not Pangino’s responsibility to verify the accuracy of each address provided to us, nor are we able to do so for every order. We reiterate that the customer is responsible for ensuring the accuracy of the address they provide. If we need to contact the customer regarding an unclear or improperly formatted shipping address, this may result in a longer processing time for their order.

If you realize you provided an incorrect address at checkout, please contact us immediately by using our contact form and selecting “order alteration request” as the reason for contacting us, and include the new shipping address in your message. If the item hasn’t been shipped yet, we can change it for you.

If it has been shipped, unfortunately we cannot change it, and we recommend contacting the carrier to keep it on hold for you at the post office to pick it up from them. The customer is responsible for making such arrangements, and for any additional fees that may be incurred. If it is not possible to place the shipment on hold, then please refer to what is written below.

In cases where the customer has provided an incorrect address, and the address is also invalid (it does not exist, and thus cannot be delivered to), the package will be returned to us if it isn’t placed on hold. We will then contact the customer to ask for the proper address and reship it once it is returned. In such instances, we reserve the right to ask the customer to pay for the additional cost of reshipping it, even if the original shipping cost was free.

In cases where the customer provides an incorrect address, but this address is valid (it does exist), then the package will be delivered to the wrongly provided address (and to the resident there) if it isn’t placed on hold. In such cases, we still advise contacting the carrier to see if anything can be done. You may also want to try reaching out to the resident of that address.

Pangino is not responsible for reimbursing or refunding the customer if their providing an incorrect shipping address to us on their order results in a delivery of the item ordered to somewhere that was not intended. We are not at fault or responsible for anything that results from these instances.

In cases where a misdelivery is caused by the carrier, or some other unforeseen occurrence that is not related to the shipping address provided by the customer, we will work with the customer on a case-by-case basis to find a resolution that is in line with our policies. It should be noted that USPS is considered extremely reliable, and misdeliveries on their part are very rare.

 

Lost Packages

Our carrier of choice, USPS, is considered reliable and boasts a very low lost package rate. In the rare event USPS does lose a package, the tracking may indicate that it is missing, or simply not update after a long period of time.

In the event the latter is the case, please contact USPS first to confirm the package’s status. We only consider a package lost if the carrier confirms this is the case, not just if the tracking hasn’t updated in a while. In many cases where the tracking has not been updated, the package usually just has not been scanned and is rarely ever lost.

If you believe your package is lost, please contact USPS prior to contacting us to get their direct confirmation. Pangino can only see the same tracking information as the customer. If USPS confirms a package has been lost, please contact us right away. If the tracking itself does not indicate the package is lost, we may ask you to provide proof of the carrier’s direct confirmation that the package is indeed lost.

We will work on instances of lost packages on a case-by-case basis, usually working with the carrier to try and retrieve the package if possible, or filing a claim with the carrier to get reimbursed by them, after which point we would then send the customer a replacement or refund. If we do need to file a claim with the carrier, please be patient as the resolution process will take some time, as the carrier will need to evaluate the information provided.

 

Damaged Packages

It should be noted that this section only refers to damage that occurred during the delivery and handling process, not through the customer’s own usage of the item after its arrival. Pangino is not responsible for any damage caused by the customer themselves.

We package our items securely, taking the delivery and handling process into account during the packaging process. Additionally, our carrier of choice, USPS, is known for its reliability and experience when it comes to package delivery.

However, in the rare event the package itself arrives extremely damaged, and this is clearly visible on the external packaging (where the shipping label is), please be sure to take a photo prior to opening the package.

After taking a photo, please open the package and inspect its contents. If there is no damage to the watch itself, the watch storage box, or to any other items included in the package, then no further action is needed.

If there is extensive damage to the watch itself, the watch storage box, or to any other items included in the package, please take a photo of it. Afterwards, please contact us immediately using our contact form, and select “damaged goods on arrival” as the reason for contacting us. We must be contacted within our 30 day return period, which begins once the tracking indicates delivery.

You will be asked to provide the photo or photos you’ve taken of the condition of the packaging and the items within it during your communications with us. Please do not use the watch or any other included items, and do not remove any of their wrapping or protective coverings.

All instances of damaged items will be dealt with on a case-by-case basis, and we will work with the customer to provide a resolution that is in line with our policies. We may need to file a claim with the carrier to get reimbursed by them, after which point we would offer the customer a resolution. If we do need to file a claim with the carrier, please be patient as the resolution process will take some time, as the carrier will need to evaluate the information provided.

A resolution may entail accepting a return and providing a refund (for returning items that arrive damaged, we will pay for the cost of shipping and provide the shipping label), providing a refund without any return of the item being needed (especially in cases where the level of damage is high), servicing the item under warranty, or sending a replacement watch under warranty.

Any resolution that involves returns adheres to the standards stated in our return policy. Any resolution that involves exercising warranty adheres to the standards stated in our warranty policy.