If your order has been shipped, you can click on the tracking number under the "Status" column. You can also contact customer service and we can track the package for you.
What does in stock and reserved mean?
That means we have your item and are getting ready to ship it. The 5-7 business day expectation we give for standard shipping includes this order processing time, and if you check the status of your order using our “track my order” tool while we are still processing the order, it will simply tell you it is “in stock and reserved.”
How do you ship (what carrier)?
By default, standard delivery orders ship via UPS SurePost, where UPS hands the package off to the Postal Service for delivery. All express orders ship via UPS.
Do you ship outside the US?
Pendleton Catalog currently ships only to the United States and Canada. Orders shipping to Canada are limited to blankets, pillows, shams and bedspreads.
Is my credit card transaction secure? / Why do you need my credit card security code to place my order?
We exercise strict adherence to Payment Card Industry Data Security Standards. As such, all our transactions are secure and the instant your payment information is collected it is also encrypted. The “security code” or CSV number is used in lieu of a signature and is an additional security measure to ensure that you are actually holding the card at the time of your order.
When does my card get charged when I place an order?
As is industry standard, an “authorization for use of funds” is made for us by your financial institution when an order is placed – that is, they have reserved those funds for us but have not yet released them and on your end that amount may be shown as “pending”. We only actually charge your card when we ship.
I was told an item was in stock when I placed my order. But now I've received a notification that it is sold out. What's the deal?
Due to the popularity of our seasonal and limited inventory products, inventory on specific items can change quickly throughout the day, which may cause your order to go out of stock before it can be processed. In the exceedingly rare occasion that this occurs, please contact Customer Service promptly to learn more about when the product may become in stock again or to make a change to your order.
How do I place an order with my merchandise credit?
While our website is not currently set up to accept merchandise credits as payment at this time, you may still place an order using your merchandise credit by contacting Customer Service at 1-877-996-6599. Our phone hours are Monday through Friday, 6:00 a.m. to 7:00 p.m., and Saturdays, 6:00 a.m. to 4:00 p.m. Pacific Time.
When will I receive my refund?
Returns are typically processed within five business days of receipt.
Can I return a catalog purchase to a store?
Unfortunately, our stores are currently unable to process returns of items purchased through our catalog/website; however, all of our Pendleton stores function as UPS drop points and you can use the prepaid UPS return label included with the order.
Do you offer free shipping to Pendleton stores?
We apologize, however, we currently do not offer free shipping on catalog orders that ship to our stores.
My tracking number says my package is delivered, but my package never arrived. What do I do?
Check all entrances to any buildings on your property and check with other household members. If you are not able to locate it, please contact Customer Service.
How do I use a promo code?
Many of our online sales and offers will require a promo code to activate. Promotion codes that have not expired can be entered into the field marked “Enter Coupon or Promo Code” within the Shopping Bag on our website. This field can be found at the beginning of the checkout process, to the left of the page, under the review of items in your Shopping Bag, or on the checkout page in the upper right under the account log in area. When you click the “Apply Promo Code” next to the field, applicable discounts will be applied and you can continue your order. If you would like to be the first to know about new products, sales and other exclusive online promotions, click here to sign up for our Email Newsletter
How can I tell if the style/color of the item I want on your website is on sale?
On our website, when a product goes on sale, there will be a sale marker on the color swatch for that item and the red prices on that item’s product page will show the current range of prices.
How does your order exchange process work?
Every order should include a pre-paid UPS shipping label, which is free to use for exchanges. Use this label to ensure there is no additional shipping charges for exchanges in either direction. For accounting purposes, we issue a credit for every item we receive and a charge for every item we ship. Using our label, it will take up to 7 business days for the item to get back to us and another 7 days for the item to process through the warehouse. Adding the standard shipping time for the exchange item to come back out to you means a mailed-in exchange request can take up to 21 business days, but you do have the option of calling Customer Service to do an “advance exchange” so we can begin shipping out the item you want right away.
This item I want is sold out; when will you have it again?
If we will be getting more of an item, it will be listed as being “on back order” rather than sold out. With few exceptions, items that are sold out will no longer be available in our catalog/website or our non-outlet stores.
I've been sent the wrong item and/or the item I received is defective. What do I do?
Please call Customer Service so we can investigate the issue and arrange an exchange for you – or you can just request an exchange by mail using the prepaid UPS label that should be in the package you received.
Why do stores sometimes have different pricing/promotions than online or catalog?
Stores have different needs and capacities for holding merchandise; what may sell well in California might not move as much in Pennsylvania. The area managers set their pricing or run promotions based on their needs where the are located – for this reason, they may not honor prices or promotions that exist with our catalog/website. To take advantage of sales or promotions being run by individual stores, you must make your purchase with that store.
Why don't you offer free shipping like all these other companies?
Despite being around for over 100 years, our retail business is small-to-mid size by industry standards. Our shipping prices are based on the best rates we were able to negotiate where the items we ship are still trackable and insured. A few times a year we will offer free shipping for a limited time. If you would like to be the first to know about new products, sales and other exclusive online promotions, click here to sign up for our Email Newsletter.
How do I know what size to order?
Use our size chart on our website (available next to the “size” and “color” drop down menu options on every product page) to compare your body measurements with the measurements shown on our chart. An item in the size that matches your measurements should fit comfortably.
Are your sizes accurate?
We strive for consistency with our sizes though some items will be called out as fitted or roomy in their product description or in the name of the item. Though we are generally quite accurate in our sizing, there will occasionally be items that may run smaller or larger than usual, so we suggest checking the product’s customer reviews prior to making a purchase.
Do your stores carry all the items on your website?
Some items are catalog and/or website exclusives. Also, the retail stores generally only carry items from our current line or season while the outlet stores generally only carry items from seasons or years past.
I don't have tax in my state. Why do I have to pay tax to ship the order to a different state?
If the state you are shipping the order to has a sales tax and we have a license to operate a business in that state then we have to add the sales tax of that state onto your order.
Why is the refund on my returned order less than the original cost of the item I purchased?
When we receive a returned order, a charge of $7.50 is applied for use of the return label and then the difference between the original cost of the item and the return label charge is then credited back to the customer. Please note, we waive the return shipping fee for exchanges. There is no additional charge in shipping for exchanges.
Does Pendleton offer a separate men’s apparel catalog?
Currently, we only have one apparel catalog for all our men’s and women’s items, and generally there are more women’s apparel products then men’s offered during the warmer months of the year. However, we do typically feature more men’s items during the Fall and Winter months. Check our website to see all the men’s apparel we currently have available.
What Is A Wish List?
When you set up an account on our site you are given the ability to create a Wish List. A Wish List is the proper way to save all your favorite products for later or send a hint to your friends. When you are shopping, put items in your Shopping Bag that you are interested in. From your Shopping Bag you can move items to your Wish List. Once in your Wish List, you can send yourself or a friend an email showing the items you have saved. Items can be moved from your Wish List back to the Shopping Bag at any time. Putting an item in your Wish List does not guarantee the item will still be available when you go back.
Where can I find information about product repair? / Do you offer product repair services?
Aside from blanket re-binding and replacing buttons, we typically don’t offer product repair as a full service, but please still check with Consumer Services to see if something can be done! Email your request, and pictures of the item, to PWMCS@penwool.com, or you can give us a call at 800 760 4844 on weekdays until 3 pm Pacific Time.
What is the rn# on a garment tag?
The rn#29685 you see on the garment tag identifies the garment as being made by Pendleton Woolen Mills. Each company has a different rn# on their garment tags.
What does the Beaver State label on the blankets mean?
The name "Beaver State" originated in 1912 when Pendleton robes/blankets and shawls were sold to the Walla Walla, Cayuse and Umatilla tribes in the vicinity of the Pendleton mill on the Columbia plateau.
What’s your heaviest blanket? What’s your warmest blanket?
While some Pendleton blankets have been described by our customers as “heavier” and “warmer” than others, we do not specifically test our blankets for warmth. If you need something to withstand specific temperatures or conditions, we would only advise our blankets as an accessory to your existing cold weather equipment.
Can you tell me what my vintage blanket is worth?
We apologize that we are unable to assess the value of blankets.
Can you identify my blanket?
If the blanket was recently produced, you may email us a photograph and we will gladly attempt to identify it, however, we do not have the resources to identify older blankets. As far as we know, there is no complete public database of all Pendleton blankets made throughout our company's history available, but we’d love it if our fans made one for us!