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Our team is available:
Monday–Friday: 6am to 5pm MT
Saturday–Sunday: 6am to 3pm MT

We aim to reply within 1–3 business days. Sending multiple tickets can slow things down, so we kindly ask that you submit just one. Thanks so much for your patience!

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Paka

We don&#x2019;t have a phone line...just yet. We&#x2019;re a very small Customer Happiness team based primarily in Peru, and we&#x2019;re working hard behind the scenes to offer phone support in the near future. We truly appreciate your patience while we grow.The good news is, our average first response time during business hours in 2025 is under 30 minutes via email, so you&#x2019;ll hear from us quickly.Our Customer Happiness Team is available: Monday&#x2013;Friday: 6am to 5pm Mountain Time Saturday&#x2013;Sunday: 6am to 3pm&#xA0;Mountain TimeOur Customer Happiness Team is always ready to help via email! Send us a message <a href="https://paka-frequently-asked-questions.gorgias.help/en-US/contact" target="_blank" rel="noopener noreferrer">here</a> and we&#x2019;ll get back to you shortly.&#xA0;

We don’t have a phone line...just yet. We’re a very small Customer Happiness team based primarily in Peru, and we’re working hard behind the scenes to offer phone support in the near future. We truly appreciate your patience while we grow. The good n

Do you have a customer service phone number?

Account & Communication

Forgot to use a discount code?

My discount code did not work.

Modify/Cancel my order.

Ordering & Discounts

When will my order ship and arrive?

Do you ship internationally?

Do you ship to APO addresses?

Do you offer free shipping and returns?

What can I do if my package seems stuck in transit?

What if my package is delayed or sent to the wrong location?

My order was returned to sender—what happens next?

What if my order is lost or stolen?

Shipping & Delivery

How can I return/exchange my items?

Can I combine returns from multiple orders?

When will my exchange order ship out to me?

When will I receive my refund?

My return says “Delivered”—where’s my refund?

Why was my refund amount lower than expected?

Can I exchange for an item that’s out of stock?

What is your lifetime guarantee?

What is your return and exchange policy?

Returns, Exchanges & Refunds

I didn’t receive my order confirmation email or shipment confirmation email.

My order has not shipped yet.

My package says “Delivered” but I haven’t received it—what now?

I’m missing an item from my order.

I’ve received an incorrect item.

My order is damaged.

Why was I charged twice for my order?

Order Issues

How do I wash my PAKA gear?

My item shrank.

My item has a stain.

How can I fix a snag or hole in my PAKA apparel?

Is shedding or pilling normal?

Can alpaca clothing be itchy and how can I make it more comfortable?

What are PAKA's fabric blends? Are they 100% alpaca?

Are any alpacas harmed when harvesting their fleece?

Product Care & Info

How do I know what size to order?

How often do you restock products?

How can I update my request for notifications when an item is back in stock?

Sizing & Availability

Will my gift card expire?

Will you be having a Black Friday / Cyber Monday sale?

I’m having trouble with the 3 for 30% promotion. What should I do?

Promotions & Gifts

How do I unsubscribe from emails or texts?

Do you have a customer service phone number?Updated a month ago