For safety and security reasons, each customer is generally allowed to create only one registered account by default. If a customer attempts to create multiple accounts, Pendstar reserves the right to suspend accounts without prior notice.
In compliance with Customs regulations, customers must provide valid and accurate data. All consignee names, addresses, and payer names should be legitimate. In some countries, the consignee may need to submit their ID or passport for package clearance or payment verification. Customers are solely responsible for the accuracy of the data they provide to Pendstar. If any incorrect information prevents shipment, delivery, or customs clearance, Pendstar will not be held responsible and will not offer any compensation in such cases.
Pendstar always adheres to the law and kindly reminds users to do the same. As the importer, customers are responsible for complying with all laws and regulations in their respective countries. For more information, please refer to our
Privacy Policy.
We make every effort to ensure the accuracy of product descriptions, specifications, and pricing. However, errors may occur occasionally. If such a situation arises, Pendstar may not be able to accept your order. In the event of a mistake, you will be contacted with a full explanation and a corrected offer. The information displayed on our website is considered an invitation to treat, not a confirmed offer for sale. The contract is confirmed upon the supply of goods.
Due to the popularity or supply constraints of some products, Pendstar may need to limit the number of products available for purchase. We reserve the right to change the quantities available for purchase at any time, even after you have placed an order.
Once an order is dispatched, transportation becomes the sole responsibility of the third - party logistics company. During this stage, full ownership of the product(s) transfers to the buyer, and all associated liability and risks during transportation shall be borne by the buyer.
Customers can cancel their order at any time before shipping. Please contact our Support Center at info@pendstar.com. However, once the order has been dispatched, it cannot be canceled, changed, or refunded. Upon receipt of the package, our Warranty and Returns policy comes into effect.
The shipping times displayed on
www.pendstar.com refer to the estimated time it takes for packages to leave our facilities. Since the actual delivery of your order can be affected by numerous factors beyond our control once it leaves our premises, we recommend that if customers have a special occasion (such as a birthday) for which they wish to use the item, they should order well in advance. Pendstar cannot be held liable for late deliveries. Nevertheless, we will work with you to ensure a smooth shopping experience.
For a worry - free delivery, we strongly suggest that customers purchase shipping insurance during the checkout process. If your package encounters a shipping issue, Pendstar will send you a replacement package free of charge. If the item is out of stock, we will offer you a refund option.
Orders without shipping insurance will not be the responsibility of Pendstar, and the customer assumes full liability for their package during the shipping process.
We inform customers via banners on our site and newsletters about shipping delays during peak seasons like Christmas and encourage customers to order in advance. Therefore, we cannot be held responsible if a customer does not receive their order in time for Christmas.
There may be instances where Pendstar confirms an order but later finds that it cannot supply the ordered product. In such cases, we will contact the customer and offer to cancel the order and refund the purchase cost in full.
We aim to simplify the delivery process and can send your order to your home or workplace. We can ship to PO Boxes via all shipping methods, except for expedited shipping methods, as signatures are required upon delivery. Express shipments of this type can only be delivered to physical addresses.
Shipping and delivery times are calculated in working days from Monday to Friday. During major holidays such as Christmas and the Chinese Lunar New Year, please allow for extra delivery time. We will provide notices to reflect possible delays during these special occasions.
Customers are responsible for providing complete and accurate shipping addresses. Pendstar cannot change your shipping address once a package has been shipped, and we are not liable for packages lost due to incomplete or inaccurate addresses.
Pendstar cannot be held responsible for any package that fails to clear local customs and is destroyed because the item is illegal in the destination country. Customers are solely responsible for complying with their local laws. We are also not responsible for any import tax that may occur, and it is the customer's sole responsibility to pay this fee, if applicable. Note that shipping insurance does not cover any customs issues, including but not limited to, goods being destroyed or confiscated due to their illegal status in any given destination country.
If the buyer refuses the package due to import duties or taxes, the buyer takes full liability for all the costs involved in the process.
All orders reported as "delivered" by shipping companies are considered delivered. Pendstar cannot be held liable for non - delivery in this case.
If a delivery fails for any reason and the address provided by the customer was correct, Pendstar cannot be held liable if a package is returned to us.
We ship exactly what the customer orders. We cannot be held liable if the customer receives the wrong item due to placing the wrong order.
All non - receipt of orders must be reported within 3 months from the date we ship the item to you. For Latin America, this deadline is extended to 4 months for postal deliveries. This applies to flat - rate shipping, priority mail, and standard shipping methods. All expedited delivery issues must also be reported within 3 months from the shipment date. After this time, we will no longer be able to investigate, and no compensation will be offered. Please note that this policy does not apply to packages sent via expedited shipping methods that are shown as delivered on the shipping company's tracking website.
If you are not completely satisfied with the product(s) you receive, you may return the items to us within 45 days for a refund. Returns will take approximately 5 working days to process once the goods have arrived. The exact duration depends on the payment provider used (e.g., PayPal, credit card company, etc.). Items must be in their original packaging, with all original boxes intact, along with all packaging materials, manuals, blank warranty cards, and all accessories and documents provided by the manufacturer.
You must first contact us at info@pendstar.com and obtain a return merchandise authorization (RMA) number before sending any item back. Any product returned without an RMA number will not be refunded.
The money - back guarantee does not cover volume/wholesale and customized orders.
Shipping back to Pendstar is paid for by the customer. We are generally unable to refund you postal fees.
Any product returned that is found not to be defective can be refunded within the time stated above. Goods found to be tampered with by the customer will not be replaced but returned at the customer's own expense.
By default, the refund amount cannot exceed the original order amount paid to Pendstar. Pendstar is not responsible for and has no knowledge of any bank fees or exchange rate charges that may occur. These fees are processed by the issuing bank and will not be refunded by Pendstar.
Discounted or end - of - line products can only be returned for repair. No refunds or replacements will be made.
We strive to ensure that you receive your order in perfect condition. If you do not receive the products you ordered, please contact us at info@pendstar.com. In the unlikely event that the product arrives damaged or faulty, please contact us immediately.
While we make a good - faith effort to be as accurate as possible, we do not warrant that product descriptions or other content is accurate, complete, reliable, or error - free. From time to time, there may be information on
www.pendstar.com that contains typographical errors, inaccuracies, or omissions related to product descriptions, pricing, and availability.
We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information at any time without prior notice. If a key product specification is changed after you place an order or within seven days of delivery, you can cancel and return the order for a full refund.
Prices and availability of items are subject to change without notice. The prices do not include import tax and duties, which, if applicable, must be paid by the buyer should their package be examined and deemed taxable by local customs.
At Pendstar, we respect customer privacy. For more details, please refer to our
Privacy Policy.
Although Pendstar always endeavors to resolve issues to the customer's satisfaction in a professional, courteous, and friendly manner, we will not tolerate any unacceptable or unreasonable behavior towards our Customer Service Team members.
Unacceptable behavior directed towards Customer Service staff or Pendstar may include, but is not limited to:
- Aggressive, abusive, and threatening behavior, such as direct or implied threats on any communication channel, intimidating language, personal and verbal abuse, sexist, racist, homophobic, or derogatory remarks, rudeness, inflammatory statements, swearing, and unsubstantiated allegations.
- Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed, or repeating complaints despite reasonable and fair solutions being offered in accordance with our policies.
- Asking, expecting, or demanding staff to breach established company policy guidelines, e.g., refund amount, time lines, special compensation, etc., or seeking an unrealistic outcome beyond the scope of our own policies and procedures.
- Repeatedly changing the nature (or focus) of a complaint or the desired outcome part - way after a formal response has been provided.
- An excessive number of complaints compared to the total purchase value history.
For such behavior, complainants may be advised and formally notified that:
- Their language is considered offensive, abusive, threatening, and wholly unacceptable.
- They must refrain from using such language, intimidation, and threats.
- There will be no further exchange of correspondence on the matter if they persist with this behavior.
- Pendstar reserves the right to no longer accept orders from the customer in the future without further notice.
This process applies strictly to Customer Service issues. For separate legal issues such as copyright, please view our
Legal Page.
If the customer is dissatisfied with the solution offered by our Customer Service, they may contact our Ticket Supervisor by submitting a new ticket in the "submit a formal complaint" section.
All complaints will be answered within 24 hours, except on weekends and public holidays.
Note: Live Chat and telephone services are exclusively presale channels. We do not resolve after - sales complaints over Live Chat or via phone.
All content included on the site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, and software, is owned by Pendstar and is protected by international copyright laws.
Pendstar grants you a limited license to access and make personal use of this site. This license does not include any forms of commercial use of this site or its contents, any collection and use of any products, any collection and use of any product listings descriptions or prices, any derivative use of this site or its contents, any downloading or copying of account information for the benefit of another merchant, or any use of data mining, robots, or similar data - gathering and extraction tools. This site may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any interest without express written consent from Pendstar.
Following initial registration, customers are added to our mailing list featuring special deals, coupons, and promotions, allowing our customers to take advantage of exclusive discounts. All customers can choose to unsubscribe from our marketing emails at any time by clicking on the link in the email footer.
