Frequently Asked Questions


1. General questions

What is the status of my order?

Once an order has been placed, we will send you a confirmation email to track the status of your order. Once your order is shipped, we will send you another email with a confirmed expected delivery date as well as the link to track the shipping status of your order. These emails may be sent to your spam folder, so please ensure you check it!

If an email address was not provided at checkout and you would still like to receive a confirmation email, please direct your inquiry to contact@fivehills.us with the full name and shipping address on the order and we will resend the confirmation to you.


I ordered the wrong size item, what do I do?

Item size(s) can be easily amended if your order has not already shipped. Please reach out to us via contact@fivehills.us with the following details:

Your order number
Name on the order
Email the order was made with
The new size you are requesting

If you would like to exchange your item’s size after your package has been delivered, please read “Returns”


I need to change my shipping address, what do I do?

Shipping addresses can be easily amended if your order has not already shipped. Please reach out to us via contact@fivehills.us and include:

Your order number
Name on the order
Email the order was made with
Your request and new shipping address.

Once an order has left our shipping facility, we are unable to change its address. Your best bet to fix this is to contact your local UPS once it reaches your city/state/country. Kindly double check that your shipping address is correct before submitting your order. We are not liable for your package if your address is entered incorrectly!


How do I use my gift card?

Our gift cards will be sent virtually to the email address provided by the customer. You can redeem gift cards by inputting the specific gift card codes at checkout when purchasing Planet Duck items (e.g., hoodies). It is important to save the gift card emails or keep note of the codes for your records. Gift cards expire 1 year from the date of purchase.
If you would like to check the balance of a gift card, please reach out to contact@fivehills.us regarding your inquiry and include the full name and email address that was used to purchase the gift card.

If you would like to refund a gift card, please reach out to contact@fivehills.us with the email address that was used at checkout. Once a gift card is refunded, the code will be immediately disabled. Please allow 10 business days to receive your refund through the payment method you used to make the order.
If you would like to refund an order that was partially/fully paid via gift card, please read “Returns.”

What are pre-sale or pre-order products?

A pre-sale or pre-order is a new product that is available for sale before being in stock and ready to ship. All estimated shipment times will be displayed on the product page of the pre-order product. If you have not received a shipping confirmation email, your pre-order items are still in production. If you place an order with a pre-order item(s), your entire order will be shipped out to you when the pre-order item is ready to ship.



I made two separate purchases. Can I combine them?

At this time, we are unable to combine orders that were placed separately.


When will the next restock be?

For restock updates and information regarding orders and future releases, follow us on Twitter @PlanetDuckk.


I received the wrong item. What should I do?

Due to various reasons, an item in your order might be the incorrect item, size, or can even be missing. Please reach out to us via contact@fivehills.us as soon as possible with your order number, the name that was used to place the order, and a photo of the incorrect item with the size showing and we will either send you the correct item or issue a refund depending on our inventory.
We allow a 30-day window after your order is delivered to contact us for the missing/incorrect item(s) to be fixed. If you received your order over 30 days ago, we can only offer store credit in place of the incorrect item(s).
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2. Payment


What payment methods do you accept?

We accept all major credit cards such as Visa, Mastercard, American Express, and Discover. We also accept PayPal, Amazon pay and prepaid gift cards from all major banks. You can choose these payment methods at checkout.


What currency is used?

All payments are processed in USD. We may have a currency toggle available for your convenience. The currency displayed within the checkout process will be in USD, unless otherwise specified. We recommend looking into PayPal if you use a non-USD currency.


3. Shipping


Where do you ship?

We ship to most countries all over the world. However, certain restrictions prevent us from shipping certain products to all geographical locations. You'll be notified at checkout if we are unable to ship specific items to the address you've selected.


Where do you ship from?

All our orders are sent from California, United States.


How much does shipping cost?

The cost for shipping will be displayed on the checkout page. Shipping fees depend on shipping weight, shipping method and destination.


How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped, we will send you another email with a confirmed expected delivery date as well as the link to track the shipping status of your order. These emails may be sent to your spam folder, so please ensure you check it!


When will I receive my items?

Items that are not for pre-order will take 24 to 48 hours to process before shipping it for delivery. Pre-order items will have an estimated shipping date that will be indicated on the item’s product page. As soon as your order is handed over to our shipping carrier, the shipping method you chose during checkout will apply.


My package was “returned to sender.” What should I do?

If you notice that your order has been “returned to sender,” it may mean that it was undeliverable or the shipping address was incomplete/not enough information. Please reach out to us via contact@fivehills.us with your name and order information and we will either provide re-shipping information or a refund for your items.

My package was marked as “delivered” but I can’t find it. What should I do?

Unfortunately, we are unable to reimburse you for your order as the final delivery is the responsibility of your local UPS and the customer once the package reaches your city/state/country. Please reach out to UPS regarding this issue.

My package is stuck at a shipping facility in my country. What should I do?

If you notice your package at a shipping facility in your country for an unusually long time, please reach out to us via contact@fivehills with your order information so we can directly handle your case. If we do not hear from you and your package has been at the same facility for more than 30 days, we will consider it fulfilled and can no longer reimburse you if you reach out to us afterwards.

Why am I being charged extra customs fees?

All international orders may be susceptible to extra duties/customs/brokerage fees and taxes when arriving at your city/state/country of destination. Please note that Planet Duck is unable to cover these costs imposed by your local government.


4. Returns


Do you accept returns?

We accept returns only if there is a defect with the product. We do not do size changes unless the item hasn't been shipped already.


Can I exchange an item?

If you would like to exchange the size of the item you received, please reach out to us via contact@fivehills.us with the following details within 14 days of delivery:

Your order number
Name on the order
Email the order was made with
Photos of the item you received in its original packaging with the size showing

Since exchanges will depend on our inventory, we may not be able to exchange your item. However, if an exchange is possible, the product must be unused and in the same condition that you received it. You will need to send the original item back to us before we can send you the new item. We can only grant exchanges once due to our limited inventory.
If you would like to cancel an order that was partially/fully paid via Planet Duck gift card(s), the gift card(s) will be refunded to you through store credit only.


I need to cancel my pre-order. What do I do?

If a cancellation is necessary for a pre-order, please reply to your order confirmation email as soon as possible so that we can handle your case directly. Please keep in mind that once we move forward with a cancellation, it may take up to 10 business days to receive your refund through the payment method you used to make the order. All cancellations and refunds are final.
We are unable to cancel an order once the order has shipped.
If you would like to cancel an order that was partially/fully paid via Planet Duck gift card(s), the gift card(s) will be refunded to you through store credit only.


Are returns free?

Please reach out to us via contact@fivehills.us to directly handle your case. Returns from outside of the US are the responsibility of the buyer.


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