| CONTACT |
How can I get in touch with your service team?
pelicanus values your comments and concerns. You can reach our Customer Service Team by sending an email to pelicanus@pelicanus.co.kr or getting in touch via chat on our website.
Our aim is to respond to all inquiries within 48 hours and we have limited support available on the weekends. Please note that our response times may vary during peak periods such as after product launches or promotions.
| ORDER |
How do I register?
You need to create an account before you can place an order with pelicanus.
You can create an account with a valid email address. If you lose your password or want to change your information, please create a new account.
Do you ship internationally?
Currently, we only ship our products to the United States (unfortunately, except for Guam and Pueto Rico area) and Canada. We’re doing our best to get other countries soon and we appreciate your kind patience with us in the meanwhile.
What kind of payment do you currently accept?
How are the payments processed?
Currently, we accept the following credit cards.
American Express
Mastercard
Visa
Your card will be paid during the final checkout through Paymentwall, which provides an online payments’ service.
What currency do you charge in?
You will pay in USD, but the invoice will be confirmed in local currency.
When paying by credit card, your name and billing address must match the address on file with the card issuer.
How do I apply my promotion code?
To redeem a promotion/discount code, enter your code on the shopping cart page before proceeding to checkout.
Please note, promotions cannot be combined with any other ongoing offer/promotion/discount, and you may only redeem one offer per order.
Please note, free gifts may change due to inventory issues or shortages, and pelicanus reserves the right to make alterations without prior notice.
How can I check the status of my order?
Order confirmations are sent to your email immediately.
If you haven’t received confirmation from us, please reach out to us or check your account on the official site. If you don’t know your order number, please confirm the email address and the full name provided when placing the order so that we can look into it for you.
Our emails may be accidentally flagged by spam filters. Please check your spam folder of your email and mark us as nice instead of spam.
How can I check the status of the tracking?
Once your order has been shipped from our distribution center, we will send you an email with your online tracking information. Use this information to track your order via the courier website linked in the email. If you have any trouble tracking your order, please contact us at global@pelicanus.co.kr.
Can I cancel or change an order?
Unfortunately, once an order has been placed, we cannot make any edits or substitutions. Once an order has been paid, our distribution center has processed it to be fulfilled in real time. Once an order has been processed by our fulfillment team, we are no longer able to cancel or change the shipment. If you don’t want the product, you can return it. Please refer to the return policy and contact us at global@pelicanus.co.kr.
| DELIVERY |
I’ve received a wrong or defective item. What should I do?
We do our best to make sure orders are packaged correctly but sometimes people make mistakes while picking or have problems during delivery. Any wrong or defective orders should be brought to our attention upon receipt. We may request additional photos of the damaged items so please do not throw them away until you have connected with our team.
I didn’t receive my package. What should I do?
Have you checked your tracking information? Please make sure to check your surrounding area and with your neighbours. If you’re unable to locate your package, please contact us so that we can start an investigation with the courier in regards to your missing parcel.
Why isn’t the tracking of my package updated?
Once an order has left our distribution center, please note that it can take a few business days for some shipping operators to update further tracking details on their website. If you have further questions, please contact us at global@pelicanus.co.kr.
How long will it take for my order to arrive?
We use various couriers depending on the destination, and as a result, shipping times may vary. Please note that the below shipping timelines are estimates and not guaranteed. We work as hard as we can to try to meet all delivery estimates, but sometimes there may be delays – e.g. because of parcel delays, logistics, bad weather, or things out of our control. If you have not received your order in the expected timeframe, please contact us and we will look into this for you.
* Currently, orders may be delayed due to the impact of COVID-19.
Are there any additional duties or taxes for shipping to Canada?
For shipping to Canada, you may be charged additional import or tax fees as your order passes through customs. Any additional charges on shipments are the customer’s responsibility, and we recommend reviewing these with your local customs departments prior to ordering. You can check the estimated duty and taxes you have to pay through the link below.
https://www.cbsa-asfc.gc.ca/travel-voyage/dte-acl/est-cal-eng.html?provter=on&quantity=&manuf=elsewhere&cost=34&submit=Calculate
How much is shipping?
We offer free shipping with all orders when you spend over $50(US& CANADA) . Shipping may vary depending on the weight and the distance. You can check the estimate shipping on the shopping cart page before proceeding to checkout. To save your shipping cost, pelicanus is getting the proposal from delivery partner every week and selecting the best courier for you.
| RETURN |
What is your return policy?
pelicanus can only accept returns for items purchased through www.pelicanus.us. If you purchased our products from a third-party retailer, please contact the retailer or the store directly.
If you would like to return the items for any reason, we will gladly accept them. Please return them in their original packaging, unopened and unused, within 30 days of the delivered date. We will issue a refund to your original method of payment. Please note that original shipping charges are not refunded and that some products on sale may not be refundable with prior notice. All returns will be charged with a restocking fee (10% of the purchase amount), and it will be deducted from the refunded amount.
Please contact us at global@pelicanus.co.kr before shipping a return
| PRODUCT |
Is there a way to check the authentic or counterfeit products?
Our Top Priority is the Safety of Our Customers, which is why we are committed to the prevention of the sale and distribution of counterfeit products or products sold through unauthorized retail channels. Unfortunately, we are unable to verify the authenticity or integrity of any products or packaging that have not been purchased from www.pelicanus.us.
What is the expiry date of your products?
All products will have an expiry date noted on the packaging. For all products except for some products, the shelf life of our products is three years when unopened and stored at room temperature. We have suggested the product be used within 12 months of opening and this is indicated in the ‘open jar’ symbol.
How do I store your products?
To ensure that your products remain in optimal condition, we recommend storing them in a cool and dry area away from direct heat or sunlight.
| REWARD |
What is pelicanus Rewards Program?
pelicanus Rewards Program is a special loyalty program to reward you, our awesome friend, with special discounts and offers as you earn points! As a Program member, you will be eligible to earn points whenever you make purchases, write reviews, refer friends, or peek at our social media!
How do I earn points and redeem discounts?
Sign up: Create an account and earn 200 points
Purchases: Earn a point for every dollar spent
Refer a Friend: You and your friend will both receive a $10 coupon for your purchase of $45+ once your friend completes their purchase
Product Reviews: Earn 300 points once you write a review (reviews are only eligible if accessed via the review email sent to you after a product purchase)
Birthday Coupon: Tell us when your birthday is and we’ll give you a coupon to celebrate!
Take action with our SNS : 50 points
What if I already have a pelicanus account?
You have automatically been registered for our Rewards program. Just log into your account! If you have questions, reach out to our Customer Support and we’ll be happy to help.
I’ver ordered from pelicanus.us before. Can I get points for my past orders?
Thank you for being a pelicanus customer! Unfortunately, you may not receive points for your past orders. Only orders placed starting November 11th, 2021 (10AM KST) are eligible for membership points.
Who is eligible to be part of the program?
Anyone, and Everyone! Just sign up for an account and start earning points!
Do my points ever expire?
Yes, they do expire. Points will expire if your account has been inactive for one year!
How do I check how many points I have?
Log in, and click on the top of the Rewards Pop-up box to check how many points you’ve earned!
I just placed an order/ signed up/ engaged on social media but I don’t see points added to my account.
Don’t worry, sometimes it takes a few minutes for our system to process and apply points to your account. If you still don’t see the points after 24 hours, please reach out to global@pelicanus.co.kr and we will be happy to help!
What happens if my order is returned or cancelled?
Any points associated with the order will be deducted from your account balance.
I have more questions / need help with my pelicanus account!
We’re here to help! Shoot us an email at global@pelicanus.co.kr or send us a quick message with our chatbot, and we’ll get back to you with the solution as soon as possible!