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Frequently Asked Questions
When will my order ship?
Standard delivery orders typically ship within 2 business days. Express orders usually ship the same day if placed before Noon PST.
How do I track my order?
• Go to www.pendleton-usa.com/trackmyorder
• If your order has shipped, you can click on the tracking number(s) to see the current status.
• Customer Service can also track your package.
How do I cancel an order?
Please call Customer Service at 877-996-6599, Monday-Friday 6am-7pm and Saturday 6am-4pm PT.
What does “in stock and reserved” mean?
Your item is getting ready to ship. This handling time is included in our 5-7 business-day shipping timeframe.
Which carrier do you use for shipping?
Standard delivery orders ship via UPS SurePost, where UPS hands the package off to the Postal Service for delivery.
Do you ship outside the U.S.?
Sorry, we only ship in the U.S. Canadian customers can shop www.pendleton.ca.
Is my credit card transaction secure? / Why do you need my credit card security code to place my order?
We adhere to strict Payment Card Industry Data Security Standards. All payment information encrypted, which means orders are transacted safely and securely. 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 after placing an order?
As is industry standard, an “ authorization for use of funds” is placed by your financial institution when you order. That is, they have reserved those funds, but have not yet released them, so the amount may show as “pending” on your end. We only charge your card once your order ships.
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 should I do?
We understand your frustration! If this happens, please contact Customer Service at 877-996-6599, Monday-Friday, 6am-7pm, and Saturdays, 6am-4pm PST.
What is Pendleton's price adjustment policy?
If we permanently markdown an item you’ve purchased from us, we’ll make a one-time price adjustment within 14 days of shipment. This policy applies exclusively to items purchased at full-price. Adjustments are made only at a customer’s request and with proof of purchase. The item must still be in-stock in the size and color purchased. Price adjustments do not apply to items included in promotional or limited-time sales. Additional exclusions may apply.
How do I place an order with my merchandise credit?
Our website is not currently set up to accept merchandise credits as payment, so you must contact Customer Service at 877-996-6599, Monday-Friday, 6am-7pm, and Saturdays, 6am-4pm PST.
When will I receive my refund after a return?
Returns are typically processed within 5 business days of receipt.
Can I return a web or catalog purchase to a Pendleton store?
Yes, free returns are available in all Pendleton stores.
Do you offer free shipping to Pendleton stores?
Yes, we offer free shipping for web or phone orders to all our stores. We’ll notify you by email or phone when it’s ready to be picked up. Online orders: select the “Ship to store for FREE” option at checkout.
Phone orders: tell your sales associate you’d like your order shipped to a Pendleton store.
Please note: not all products may be shipped to store, including furniture, rugs and large, bulky items. Expedited shipping is not available.
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. If you are not able to locate it, please contact Customer Service.
How do I use a promo code?
Promo codes can be entered into the field marked “Enter Promo Code” in your shopping bag or checkout. When you click “Apply Promo Code” next to the field, valid discounts will be applied. Get our promo codes sent directly to your inbox – sign up for our emails
How do exchanges work?
Every order includes a prepaid UPS shipping label, which is free to use for exchanges. 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 ship out the item you want right away.
The item I want is sold out; when will you have it again?
If we will be getting more of an item, the product page will list the item’s future ship date. With few exceptions, items that are sold out will no longer be available on our website.
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 make an exchange for you. You can also request an exchange by mail using the prepaid UPS label in the package you received.
How do I know what size to order?
A size chart link can be found on the product page specific to that product. The link is located just below the size choices on the product page.
Do your stores carry all the items on your website?
Not always–some items are exclusive to the site or stores. If you’re curious about whether your store has a specific item, we recommend calling.
I don’t have sales tax in my state. Why do I have to pay tax to ship the order to a different state?
If the state where you are shipping the order has a sales tax then we must add that by law.
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. There is no additional shipping charge for exchanges.
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, but please check with Customer Service to see if we can help! Email your request, and pictures of the item, to PWMCS@penwool.com, or call 800-760-4844, Monday-Friday 8am-3pm PST.
What is the rn# on a garment tag?
The rn#29685 you see on the tag identifies the garment as 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.
Can you tell me what my vintage blanket is worth?
We apologize that we are unable to assess the value of blankets. For more information on vintage blankets, we recommend two books by Barry Friedman, “Chasing Rainbows: Collecting American Indian Trade & Camp Blankets” and “Still Chasing Rainbows: Collecting American Indian Trade & Camp Blankets Volume Two.” (Volume Two is available on our website, item #72163.)
Can you identify my blanket?
If the blanket was recently produced, you may email us a photo 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.