Shipping Policy

Last updated: [6th October 2025]

1. Order Processing

  • Orders are typically processed within 1–2 business days (excluding weekends and public holidays).

  • During busy periods (launches, promotions), processing time may take up to 3–4 business days.

  • Once processed, your order will be shipped according to the shipping method selected.

  • Please ensure your address and contact details are correct. We are not responsible for mis-delivery due to incorrect information.

2. Domestic (Singapore) Shipping

  • Free delivery for orders SGD 80 and above
  • SGD 5 applies for orders below SGD 80
  • If your postcode is not serviceable, our system will show alternative options or you will be contacted.

3. International Shipping

  • We ship to selected countries via trusted international couriers (e.g. DHL, UPS, FedEx, Aramex).

  • Rates depend on destination, weight, and dimensions; displayed at checkout.

  • Customs, duties, and taxes (if any) are the responsibility of the customer.

  • Please allow 7–14 business days for delivery (or longer during peak seasons) after dispatch.

  • Delays due to customs clearance or local postal services are outside our control.

4. Pre-order & Made-to-Order Items

  • Some items (e.g., new launches, custom products) may be pre-order or made-to-order.

  • These items are shipped after the processing period, typically 4–6 weeks (or as stated in the product page).

  • You will be notified via email once your order is ready to be dispatched.

5. Same-Day / Urgent Delivery (Optional)

  • For local customers needing urgent delivery, we can arrange same-day courier service (e.g. GrabExpress, Lalamove) upon request.

  • Charges are additional and based on distance and courier fee.

  • To request, leave a note at checkout and contact our customer service to confirm.

6. Order Cancellation & Changes

  • Orders can be amended or cancelled within 3 hours after placement without penalty.

  • After 3 hours, any cancellation or changes may incur a 3% processing fee (or as stated).

  • Once an order is shipped, it cannot be altered or cancelled.

7. Delivery Issues & Lost Packages

  • Should your package arrive damaged or be lost, please contact us within 7 days of expected delivery.

  • Provide photos and details (order number, tracking number) so we can assist with claims to the courier.

  • In case of courier delay, we will help track and follow up, but cannot take liability for delays outside our control.

8. Contact & Support

  • For any shipping or delivery inquiries, reach us at: hello@penguinlada.com

  • We aim to respond within 24 hours (business days)

  • Include your order number and relevant information in your message.