Frequently Asked Questions



RETURNS & SHIPPING


When will my order ship?

Most orders 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 or, call Customer Service at 877-996-6599, Monday-Friday 7am-6pm PST.


Which carrier do you use for shipping?

Most orders ship via USPS, UPS or UPS SurePost. All express orders ship via UPS.


Do you ship outside the U.S.?

Sorry, we only ship in the U.S. Canadian customers can shop www.pendleton.ca.


When will I receive my refund after a return?

Returns are typically processed within 5 business days of receipt. However, this could take as long as 10 business days during busy periods, particularly in December and January.


How do exchanges work?

We don't provide product exchanges. Rather, we ask that you follow the instructions to return the product you wish to exchange, and place a new order for the replacement product.

Please note:
1. You must use the RMA form to return your product
2. You must initiate a return within 14 days after receipt of your shipment
3. The returned product must not show any signs of wear

Your credit card will not be reimbursed for the original payment until we have received the returned product.


Why is the refund on my returned order less than the original cost of the item I purchased?

A charge of $7.50 is applied for use of the return label and then the difference is credited back to the customer.


Can I return a Pendleton item I received as a gift?

Returned gifts will be reimbursed with a Pendleton gift certificate. For more information, please see our Returns page.


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 to 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 if available. If the option is not available, it means we do not have this service available for stores near you.
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 at 877-996-6599, Monday-Friday 7am-6pm PST.



ORDER INFORMATION


How do I cancel an order?

Call Customer Service at 877-996-6599, Monday-Friday 7am-6pm PST.


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?

Please contact Customer Service at 877-996-6599, Monday-Friday 7am-6pm PST.


I've been sent the wrong item and/or the item I received is defective. What do I do?

Please contact Customer Service at 877-996-6599, Monday-Friday 7am-6pm PST


Do your stores carry all the items on your website?

No, some items are exclusive to the site or stores. If you're curious about whether your store has a specific item, we recommend calling.



PAYMENT INFORMATION


When does my card get charged after placing an order?

We only charge your card once your order ships. But you may see a temporary authorization for use of funds on your card immediately after you place your order. This amount may show as "pending" in your transactions.


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.

To request a price adjustment, fill out our Request Form.


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.


How do I place an order with my merchandise credit?

Use your merchandise credit just like a gift card on our website. When checking out, enter the full number in the gift card field.


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.


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 you are holding the card at the time of your order.



PRODUCT INFORMATION


How do I know what size to order?

You'll find a link to a size chart on the product page, below the size options.


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 pwmscs@penwool.com, or call 877-996-6599, Monday-Friday 7am-6pm 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.


What does the Beaver State label on 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’re 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."


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.