Shipping policy
Shipping Policy
Everything you need to know about how your PJs get to you.
Processing time
Please allow 7–10 business days for your order to be packed and dispatched. We're a small team and our city sets are produced in limited runs — if something in your order is awaiting stock, we'll email you.
You may see a "Label created, not yet in system" status during this window. That means your label is ready and we're preparing your order for pickup. It isn't lost.
Processing time is separate from delivery time. The estimates below start once your parcel leaves our warehouse.
Delivery — United States
| Method | Cost | Delivery after dispatch |
|---|---|---|
| Standard | $10 — free on orders over $111 | 3–5 business days |
| Express | $33 | 1–3 business days |
The $111 threshold is calculated on your order subtotal, before tax and after any discounts.
International delivery
We ship to a number of countries outside the US. Rates and delivery estimates are calculated at checkout based on your address.
International orders may be subject to customs duties, import taxes and handling fees charged by your destination country. These are set by your local customs authority, are not included in your order total, and are the recipient's responsibility. We can't predict or refund them, and we can't mark parcels as gifts or declare a lower value.
Free shipping over $111 applies to US orders only.
Tracking your order
You'll receive a confirmation email with tracking as soon as your order ships. If you haven't received tracking within 10 business days of ordering, email us at sales@pjsbypj.com with your order number.
Package protection
We offer Route Package Protection at checkout. We'd genuinely recommend adding it — once a parcel is with the carrier, Route is the fastest route to a replacement or refund if something goes wrong in transit.
If you purchased Route: file a claim directly with Route for a lost, stolen or damaged parcel and they'll resolve it.
If you declined Route: we'll still help. Contact us and we'll open a carrier investigation, but resolution depends on the carrier and can take time.
Missing or delayed parcels
Marked delivered but not there? It's worth checking with neighbours and around your building first — carriers sometimes scan early or leave parcels in a safe spot. If it still hasn't appeared, contact us within 72 hours of the delivery scan so we can act while the carrier investigation window is open.
Tracking hasn't moved in over 7 business days? Email us and we'll chase the carrier.
Wrong address
We ship to the address entered at checkout. Please double-check it before completing your order — once a parcel is in the carrier network we can't redirect it. Orders returned to us as undeliverable will be refunded less the original shipping cost, and we'll email you before doing anything.
If you spot a mistake immediately, email sales@pjsbypj.com straight away. If we haven't dispatched yet, we'll usually be able to fix it.
Questions
sales@pjsbypj.com — we answer quickly.
