Frequently Asked Questions

International Orders

  1. Can my order be delivered internationally?

    Yes. Through our partnership with Borderfree, we are pleased to provide an enhanced international shoppingexperience for customers in various foreign countries. Through Borderfree, we present product prices in the international currency of our customer's choice and a guaranteed order total. For a list of available shipping countries and shopping currencies, please visit our international landing page.

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  2. What items are ineligible for international shipping?

    PBteen offers International Shipping on most items. However, certain items are not eligible to ship internationally.

    Items NOT eligible for international shipping include:

    • Oversized items or items delivered by our In-Home Delivery Service
    • Hazardous materials, live botanicals, aerosols, food products and other items restricted from exporting
    • Gift Cards

    Please note: Our electrics CAN be shipped internationally, but they MUST be used with the correct outlet adapters and voltage converters for your area. Plugging our electrics into improper outlets (in excess of 110-120 volts) may result in fire and/or injury.

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  3. How will I know how much my order will cost?

    After you've added items to your basket and clicked on the checkout button, Borderfree will calculate and display a guaranteed order total in your preferred currency — including all shipping costs from our warehouse(s) in the U.S. to your selected international destination, and any applicable duties and taxes imposed by the customs and revenue authorities in the destination country.

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  4. Are there any additional costs that will be due upon receipt of my order?

    No. When you use the Borderfree global checkout, you will be given a guaranteed order total in your preferred currency. The order total presented will be the exact amount that you will be billed by Borderfree. There will never be any additional costs billed upon delivery or due as C.O.D. charges.

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  5. What currencies does Borderfree support?

    Currently, Borderfree supports billing in over 40 global currencies, with more being added on an ongoing basis. Click here to view and select from a list of our supported currencies. Once you confirm your preferences, you will be able to see product prices in your selected currency.

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  6. I live in the U.S. Can I use Borderfree to ship an order internationally but pay in U.S. Dollars (USD)?

    Yes. You can ship internationally using a U.S. billing address and a U.S. credit card (Visa or MasterCard). This also works if you're an American traveling or living abroad.

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  7. What payment options does Borderfree support?

    Currently, Borderfree supports Visa and MasterCard for all international orders. American Express is accepted for orders purchased in US Dollar, Australian Dollar, British Pound, Canadian Dollar and European Euro. In China we also accept China Union Pay.

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  8. How much does international shipping cost?

    International shipping is calculated using a number of factors, including the desired service level (Standard/Express), the number of items you are purchasing, the weight of the items, and the destination country/region.

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  9. When am I billed and what will my credit card statement say?

    Your credit card will be billed by Borderfree when your package is shipped to its final international destination. "51*PBteen" will appear on your credit card statement.

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  10. How much duty and taxes are charged on international orders?

    Duty (or customs tariffs) is set by the destination country's customs authorities and is based on a combination of the country of origin or manufacturing of the goods being purchased, and the classification of that merchandise in accordance with a harmonized system adopted and used by the countries Borderfree supports. Value Added Tax (VAT) rates are set by the destination country. You will be able to view the guaranteed total amount of applicable duty and tax/VAT for your order within the Borderfree global checkout.

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  11. Do you ship to U.S. military addresses (APO/FPO)?

    Orders shipping to U.S. military addresses should go through our domestic checkout, as they are not subject to the same costs and logistics flows as other international orders. To do this, you should shop as if shipping to an address within the U.S.

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  12. I live outside of the U.S. Can I use Borderfree to ship to a U.S. address?

    All international orders must have a ship-to destination outside of the United States. We cannot support customers with international billing addresses shipping to U.S. addresses.

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  13. Do you ship furniture items internationally?

    Unfortunately, international shipping restrictions prevent us from shipping oversized items to some countries outside of the U.S. View details of what is ineligible.

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  14. How can I track my international order?

    You can track the progress of your international package(s) here.

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  15. Who should I contact if I have questions regarding my order after I have made a purchase?

    Please contact us at international@pbteen.com or +800 15001111 (if you are in Canada, please call us at 1.855.860.5951) and PBteen will gladly be able to assist you with any questions regarding your international order.

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  16. Can I purchase or redeem international gift cards?

    Unfortunately, we do not currently support the sale of gift cards to international customers or the redemption of gift cards for internationally-shipped orders.

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  17. What is your return policy for international orders?

    If for any reason you are not satisfied with your purchase, please contact us at international@pbteen.com or +800 15001111 (if you are in Canada, please call us at 1.855.860.5951) and we will provide you with further instructions on where returns should be shipped, and the amount you will be refunded. Please note, all international orders must receive a return authorization from our call center and cannot be accepted in any of our retail stores. Please contact us immediately if you would like to return your item. Returns will be credited by our partner, Borderfree, in the original currency used for purchase.

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  18. Are your electrical products compatible with all electrical outlets?

    Our electrical products are UL-Listed and manufactured in compliance with U.S. standards. If you are purchasing this item for use outside of the U.S., use only with the appropriate outlet adaptor and voltage converter for your country. Do not plug into an electrical outlet higher than 110-120V as this could result in fire and/or injury.

  19. Are your lighting fixtures compatible with all electrical outlets?

    Our electrical products are UL-Listed and manufactured in compliance with U.S. standards. If you are purchasing this item for use outside of the U.S., use only with the appropriate outlet adaptor and voltage converter for your country. Do not plug into an electrical outlet higher than 110-120V as this could result in fire and/or injury.