FAQ (Frequently Asked Questions) - Please Scroll Down

Welcome to PENPER.COM
We believe our procedures are pretty straight forward.  However, we still recommend that you review our policies and procedures before you make your purchase.  If you should have any questions, please click here to send us a quick email.

• CUSTOMER INFORMATION
  Penta Performance does not sell or give customer information to anyone except to the third parties that are directly involved in the order process. For example, the credit card companies and the shipping companies.
   
• SPAM POLICY
  Penta Performance respects the privacy of your email address. In fact, we do not even SPAM our own customers. We only use email to contact our customers in regards to order status.

INTERNET SECURITY

• SHOPPING CART
  Our shopping cart resides on a secure web server. In fact, our shopping cart software will not function on anything less than secure web server. Penta Performance has a security certificate provided by VeriSign®, Inc.

• INTERNET SECURITY
  Please look at the picture above.  It shows the bottom right corner of your Internet browser.  The "lock icon" means that your browser is in secure mode.  THIS IS VERY IMPORTANT!!!  You should never enter credit card information into a web browser unless you see the "lock icon".  The cool thing is that you can click on the "lock icon" and view information about the vendor before you agree to put your credit card information on their web site.  However, please note that the "lock icon" only appears on certain screens within the shopping cart.  For example, the "lock icon" should first appear when you get to the screen that asks you to enter your billing and shipping address.

        Security information window for PENPER.COM

• SECURITY CERTIFICATE
  If you double click on the "lock" icon the above window will pop up on your computer displaying the security information for PENPER.COM.
• CUSTOMER INFORMATION
  Penta Performance does not sell or give customer information to anyone except to the third parties that are directly involved in the order process. For example, the credit card companies and the shipping companies.
• SPAM POLICY
  Penta Performance respects the privacy of your email address. In fact, we do not even SPAM our own customers. We only use email to contact our customers in regards to order status.
• SHIPPING PROCEDURE
  Please take a look at the photo above.  It is a photo of the main FedEx center here in Albuquerque, New Mexico.  As 99 percent of our orders ship via *FedEx, chances are your order will be dropped off at the *FedEx building you see in the photo.  *FedEx will scan your package and provide tracking every step of the way.
• SHOPPING CART RECEIPT
  You will receive an email receipt from the shopping cart. If you don't receive the email receipt within 1 hour after you placed your shipping cart order, then you may have entered your address incorrectly. In other cases, our email receipt may have been blocked by a SPAM filter.  If you have a SPAM filter, please add the following email address to your list of acceptable email addresses.
• WAREHOUSE CONFIRMATION
  When your order reaches the warehouse, you will receive a second email with an order status update.
• TRACKING INFORMATION
  After your order ships, you will receive a third email with the tracking information for your order.
• WEEKEND ORDERS
  Orders placed over the weekend will be processed on the next business day (usually Monday except when Monday is a holiday)
• CUT-OFF TIME
  "Air Shipment" orders placed before 2:00 PM will be shipped the same day (not including weekends and holidays). "Air Shipment" orders placed after 2:00 PM Mountain Standard Time will be processed the next business day. "Ground Shipment" orders typically but not always ship out the next business day.
• PHONE ORDERS
  Instead of a shopping cart receipt you will receive a phone-order receipt via email. All of the other procedures will be the same as with a shopping cart order.

REMEMBER
The best way to contact us is via email.  Click here to send us email.  We carefully monitor email even when the office is closed.  You may also call our support number at 505.345.4646, but please leave a message if you do not get a live person.  Keep in mind that our office hours are 8am to 3pm Monday through Friday (Mountain Time).