FAQs

** PLEASE NOTE: Our phone systems are temporarily down due to a technical issue. At this time, we are unable to receive inbound calls, retrieve voicemails, or place outbound calls. Our team is available and happy to support you through email until further notice. Please reach out using support@paceduck.com or through our contact us page.

I just place an order, how long does it take for it to ship?

We normally produce and ship within 5-7 business days.
Our Standard shipping/transit times apply (7-15 days for domestic(United State) and 10-20 days for international).

Where are you shipping from?

We work with different manufacturers worldwide but, most of our products were printed and shipped from our main warehouse in Detroit, MI.

Why is the tracking number still not update?

Normally, the tracking information will only update as soon as it reaches the next destination and is scanned by the system. Please allow 7-10 days for the carrier to scan your package into their system.

How do I cancel or change my order?

Your order is only eligible to be cancelled and modified within 12 hours of placing the order. After that time, the order is locked for processing and can no longer be cancelled.

Please be informed that:

- A management and transaction fee (20% of your total order value) will be applied for the cancellation.
- We are not guaranteed to deliver your order in timely manner if your order needs design modification as it will take us much longer to modify your design in this holiday seasons

Kindly send us an email at support@paceduck.com with email title: "Need to cancel my order - [Your order number]"

I provided an incorrect address and my package was returned to sender. Can you reship my order to the correct address and I'll just pay the shipping fee?

- We are not responsible if your order gets delivered to the wrong address or returned to sender (as all of the items would be donated right after they come back to our warehouse)

- The customer must cover the cost of ordering replacement items

So please be extremely careful when entering your shipping address.

I received a defective item. How do I return or exchange it?

Please contact our Customer Support team by sending an email to support@paceduck.com with email title: "Order Issue - [Your order number]" to start the complaint process. Please include the following information:

- Your order number
- Video or photo of the faulty product (If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments)
- Your complete delivery address

I ordered a wrong product. Can I return it and exchange it with the product that I want?

Since our products are custom-made and we only produce a product once we receive an order, we don’t accept returns and exchange it for another product especially if it is due to the customer's mistake. It is very important to review your order carefully before check-out.

Can a personalized good be exchanged for size/color?

Due to hygiene reasons and the fact that our products are customized,we do not exchange sizes unless the shirt you received has a major problem. Please carefully check our size chart before ordering.

What do I do if I have missing items in my order?

If something is still missing, please contact us immediately at support@paceduck.com.

If you still have any question, please contact us directly at email support@paceduck.com.