FAQs
Help! My order didn't go through but the money has been taken from my account?
If this has happened it is likely because you entered an incorrect zip/ post code on your billing address, and it doesn't match your card. Your funds will be held as "pending" by your bank and will be automatically returned to you within 24-48 hours. Please contact your bank if your money is not returned after this time. If you would like to try again, please ensure you use the correct zip code to where your card is registered.
I haven't receive an order confirmation or any tracking updates?
Please check your spam/ junk folder as sometimes our emails can land there. If you have checked there and still can't see anything from us, please get in touch at csutomer customer@drpenus.store, so we can look into this for you and check we have the correct email address for you.
When will i receive my order?
All your purchases are packed and fulfilled within 1-3 business days after you have placed your order(and orders placed after 9 am are processed the next business day). Then one of our carriers takes it from there. You’ll get a shipment notification email with a tracking number as soon as your package ships and it’s on the way! Your order should be delivered to you within 5-10 business days, depending on your location. For remote areas, please allow an extra 3-8 days. You will receive a tracking number with your order so you can keep an eye on its progress. Please note that during peak periods these times may be delayed slightly.
I'm having problems with the tracking.
Sorry about that! Please note the carrier could take 1-2 business days to register your shipment status online. If your tracking number isn’t updating or working at all after this time period, please reach out to us via customer@drpenus.store. We can give you the inside info.
My order was lost, damaged, or missing something!
If your order has not arrived within (20 business days) from the day you received your tracking number or if your package arrived damaged or missing an item, please reach out and let us know. Send us an email at customer@drpenus.store and we will do everything we can to help you asap!
Where's my order?
You may track your order via the link in your shipping confirmation email. If you're having trouble doing this, please email us at customer@drpenus.store.
How can I update my order or cancel my order?
If your order has not been shipped, then please email us at customer@drpenus.store as soon as possible if you would like to cancel or change your order. Our fulfillment center processes orders quickly, but we’ll do our best to process your request.
My coupon didn't work!
If your promo code won’t apply or you get an error message, check whether the following applies to you:
- You haven't entered the code exactly as it was advertised - Try copying and pasting it and don't leave any extra characters or spaces.
- The code is expired - All codes' life eventually comes to an end, make sure you use it before that happens.
- The code is being used on an already discounted bundle.
- The code is only valid for a particular product - Double check that you're purchasing the right product for the code you want to use.
- You didn't obtain your coupon from a valid source - These are: our website banner, social media post, or email promotions - be sure to subscribe (add link to “newsletter”) to our newsletter!
If you are still experiencing problems after checking all the points above, please contact us at customer@drpenus.store. Include the details of the coupon code you're trying to use and the items you have in your cart - we’ll be happy to help!
Can I use multiple promo codes at checkout?
You can use one promo code per order. If you’ve encountered two valid promo codes then please choose the one you want to use more.
How long can i start seeing results?
Our customers start seeing results in a few days - most see drastically visible results and differences around 2-3 weeks. Please follow the instructions on your device product page for specific usage directions. It is important to note that consistency is key with all our devices and you will see the biggest change after using them for 60 days.
How long do your products last for?
Our devices are made to last for years.
What types of payment do you accept?
We accept the payments including Visa, American Express, Mastercard, Discover and paypal.
Is delivery free?
We offer free shipping to United States of America. Packages are shipped via USPS courier with standard shipping services.
Where is my order coming from?
We produce and ship most of our parcels straight from our factory in China.