International Shipping FAQs
Can my order be delivered internationally?
Yes. Through our partnership with BorderFree, we are pleased to provide an enhanced international shopping experience for customers in many countries and territories, with support for many more coming soon. International shoppers now get the benefit of seeing product prices in their local currency, guaranteed order totals, cost-effective international shipping, and much more. See below for a list of available shipping countries.
What are my international shipping options?
Below is a summary of delivery promises for our international orders. You will be quoted a specific delivery promise at the time of checkout that is based on your selected destination country and the shipping methods available for the items in your shopping cart.
|Canada||4-13 business days|
|Mexico||5-9 business days|
|Central America and the Caribbean||5-12 business days|
|South America||5-13 business days|
|Africa and Middle East||5-13 business days|
|Iceland||8-11 business days|
What is BorderFree?
BorderFree is a groundbreaking global ecommerce solution that allows us to present our international shoppers with product prices in the currency of their choice, aggressive international shipping costs, and the lowest possible guaranteed order total. The BorderFree solution allows us to serve the best possible shopping experience to our international customers, so you can always buy from us with certainty.
How will I know how much my order will cost?
Just add items to your basket and click on the checkout button. BorderFree will calculate and display a guaranteed order total in your preferred currency, including all shipping costs from our warehouse(s) in the U.S. to your selected international destination, as well as any applicable duties and taxes imposed by the customs and revenue authorities in the destination country.
Are there any additional costs that will be due upon receipt of my order?
No. When you use the international checkout, you will be provided with a guaranteed order total in your preferred currency. The order total presented will be the exact amount that you will be billed by BorderFree. There will never be any additional costs billed upon delivery or due as C.O.D. charges.
What currencies does BorderFree support?
Currently, BorderFree supports billing in over 40 global currencies, with more being added on an ongoing basis.
I live in the U.S. Can I use BorderFree to ship an order internationally but pay in U.S. Dollars (USD)?
Yes, BorderFree supports international gift-giving, in that you can receive a guaranteed order total for an order that is shipping internationally, but pay in USD using a U.S. credit card. This also works if you’re an American traveling or living abroad.
What payment options does BorderFree support?
Currently, BorderFree supports Visa, MasterCard, American Express, and China UnionPay, with additional payment options coming soon.
How much does international shipping cost?
International shipping is calculated based on a number of factors including the desired shipping speed, the number of items you are purchasing, the weight of the items, and the destination country. International shipping will be calculated and guaranteed during the international checkout based on the items you are purchasing and your shipping destination.
When am I billed?
Your credit card will be billed by BorderFree at the time your parcel(s) leave the U.S.
How much duty and taxes are charged on international orders?
Duty (or customs tariffs) is set by the destination country customs authorities and is determined based on a combination of the country of origin (manufacturing) of the goods being purchased and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries that BorderFree supports. Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the international checkout.
Are there any items that cannot ship to my country because they are restricted?
If, for some reason, there are any items that cannot be exported from the U.S. or imported into your destination country selection, BorderFree will notify you during the checkout process.
Do you ship to U.S. military addresses (APO/FPO)?
Orders shipping to U.S. military addresses should go through our domestic checkout, as they are not subject to the same costs and logistics flows as our other international orders. To do this, you should shop as if shipping to an address within the U.S.
How can I track my international order?
You can track the progress of your international package(s) here.
What will my credit card statement say?
Your credit card will be billed by BorderFree and your credit card statement will read “BF*ORIGINALPENGUIN” where “51” denotes the BorderFree network.
Who should I contact if I have questions relating to my order after I have made a purchase?
Please contact us at email@example.com or 1.866.OPG.TRUE and we will gladly assist you with any questions relating to your international order.
Can I purchase or redeem international gift cards?
Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for internationally-shipped orders.
What is your return policy for international orders?
If for any reason you are not satisfied with your purchase, please contact us with your order number, the item(s) you wish to return, and return reason at firstname.lastname@example.org or 1.866.OPG.TRUE.
We will then provide you with further instructions on getting a Return Merchandise Authorization form approved and details on where returns should be shipped to. Refund amounts for returned items will be credited to you by our partner BorderFree in the same currency and using the same exchange rate as your original order. Refunds on international orders include duties, taxes and tariffs, but do not include original shipping or return shipping costs. A refund will be applied to your account upon receipt and verification of the merchandise at the BorderFree international hub.
Returns sent without the required documentation may not be refunded the full amount.