Frequently Asked Questions


When will my order ship?
Standard delivery orders typically ship within 2 business days. Orders with express delivery usually ship the same day if placed before Noon Pacific Time.

How do I track my order?
• Go to www.pendleton-usa.com/trackmyorder
• If your order has been shipped, you can click on the tracking number(s) to see the current status.
• Customer Service can also track the package for you.

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.

How do you ship (what carrier)?
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 U.S.?
Sorry, we do not currently ship outside the U.S. If you are a Canadian customer, please visit 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. The instant your payment information is collected it is also encrypted, which means all 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's the deal?
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 change to your order.

How do I place an order with my merchandise credit?
Our website is not currently set up to accept merchandise credits as payment at this time, so you must contact Customer Service at 877-996-6599. Our hours are Monday through Friday, 6am-7pm, and Saturdays, 6am-4pm Pacific Time.

When will I receive my refund?
Returns are typically processed within 5 business days of receipt.

Can I return a web or 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 do not offer free shipping on web or 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?
Promotion codes that have not expired 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 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 receive our emails

How can I tell if the style/color of the item I want is on sale?
When a product goes on sale, you’ll find red prices on that item’s product page with the current range.

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.

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. You can also 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?
Area managers set their pricing or run promotions based on their needs where the are located. As a result, 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?
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 receive our emails.

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, 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 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. Please note, we waive the return shipping fee for exchanges. There is no additional charge in shipping for exchanges.

What Is A Wish List?
A Wish List is a simple way to save and send all your favorite products. 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, 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 Pacific Time.

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.

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 test our blankets for warmth.

Can you tell me what my vintage blanket is worth?
Sorry, 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 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.