AN UPDATE ON SHIPPING & PROCESSING TIMES DUE TO COVID-19
We are working hard to deliver items in a timely manner. We’ve implemented special procedures as we work to keep our teams – and you – safe. With that, responses and order shipments will be temporarily delayed 10-15 business days. Returns will take up to 30 days to process. We appreciate your patience during these extraordinary times and truly value your business.
HOW LONG DOES IT TAKE MY ORDER TO SHIP?
Due to COVID-19, customers may experience shipping delays as we take extra precautions in our fulfillment centers as we work to help keep our teams safe. Your order may take longer than usual to arrive. We appreciate your understanding.
Under normal circumstances, we aim to ship orders placed before 2pm Eastern Standard Time on business days (non-holiday Mondays through Fridays) and will ship on the same day. Orders placed after 2pm Eastern Standard Time on a business day, or on a weekend, will ship the following business day.
Who do you use for shipping?
We use UPS for orders.
We encourage you to sign up for UPS MyChoice. There are two UPS MyChoice account levels, one of which is free. From your UPS MyChoice account you can choose where, when, and how you receive your packages. Do you want UPS to leave your box in the third bush on the right, behind the red tulips? You can tell them this in your account preferences!
Where will my order ship from?
We have three distribution centers, one in Peterborough, Ontario, one in California and one in South Carolina. Your order will fulfill from the closest distribution center to you that has the item you ordered. Starting in January 2015, all run shoes and run apparel will be shipping from California.
I didn’t receive all of my items, are they coming in a later shipment?
As we have three distribution centers, it is likely that your other items are on their way. If you have UPS MyChoice, you can log in and see if there is another shipment from Pearl Izumi on its way to you.
There is a small chance that the missing item(s) you ordered are out of stock. Please double check your email to see if you have one notifying you of a refund.
I entered the wrong shipping address, can you update it?
Orders move into our warehouse within an hour after you click “submit order” and we cannot update them once they are on the floor. If you catch the error right away, please email us at firstname.lastname@example.org with your order number and the correct address and we will do our best to update it.