Will my payment information be secure?
When you make a purchase on our site, your information is sent directly to your financial institution for verification. None of your financial information reaches our servers. Our secure certificate uses 256 bit encryption technology to ensure payment security.How soon does membership take effect?
Memberships will be activated as soon as payment is received. This will depend on the method of payment chosen.Credit Card: Memberships purchased using the Credit Card payment option are activated instantaneously.
PayPal: If your PayPal account charges directly to a credit card, memberships are activated within 1 day. If your Paypal account withdraws money directly from your bank account (eCheck) it may take up to 10 days for the membership to be activated.
Mail: Purchases made by mail may take up to 4 weeks to process.
I paid for my membership, but I still can't buy clothing items, why?
If you have just made a payment, please log off and log back on again to activate your membership status. If you still do not have membership status it is likely that your payment has not yet been received (see previous question for membership activation times). If the expected wait time has passed and you still require assistance, please contact support@clubpenguin.com and we will be happy to help.When I become a member, do I get to keep my coins and penguin identity?
Yes, as long as the same penguin name is used when purchasing a membership, members will retain everything they had as non-members.How do I cancel my membership?
Membership cancellations only apply to monthly memberships purchased using a credit card. These memberships automatically recur each month to ensure uninterrupted membership service. You may cancel your membership any time, and you will still receive the full membership period that you have purchased.If you wish to cancel your membership, please visit Cancel Membership. If your account has an active monthly recurring membership, you will be shown an option to cancel. Please note that in order to cancel your monthly membership, you will need your penguin name and password.
How soon will the cancellation take effect?
When you cancel your account, it will automatically expire at the end of the one month period you have purchased. For example, if you purchase a membership on the 5th day of a month, and then cancel your membership, (immediately or otherwise) you will be charged one time only, and your membership will automatically expire on the 5th day of the following month.Please cancel your membership more than 3 days before the next billing date, or your payment may still be processed. You will not lose any membership time by canceling early.
I am trying to cancel my membership, but I only see an option to “Renew Membership”.
If you are attempting to cancel your membership, and you only see the option to renew, it means that your membership has already been cancelled, and will expire at the end of your payment period.What happens to my coins, clothes, etc. after cancellation?
If you cancel your membership, your penguin’s belongings will go into storage and will be automatically retrieved when you re-subscribe.Will my membership automatically renew?
The only time a membership will automatically renew is when you choose the monthly membership option, and then select the “Credit Card” method of payment from the list of payment methods. This membership will automatically renew to ensure uninterrupted service. You can cancel this membership at anytime.One month memberships purchased through Paypal, SMS, and PayByCash do not automatically renew.
Six and 12 month memberships do not automatically renew, regardless of payment method.
My membership has expired! How do I renew my membership?
To renew your membership, please visit https://secure.clubpenguin.com/membership/, and purchase the membership package of your choice for your account. As long as you use the same penguin name, you will not lose any of your items. Your account will be exactly as it was before your membership expired.Can I transfer my membership?
Memberships are non-transferable.What is your refund policy?
Memberships are non-refundable.How do I change method of payment?
In order to have your monthly membership fees charged to a different credit card, you must cancel your membership, wait until the end of your membership period, then purchase a new membership using the updated information. As long as you use the same penguin name, none of your items will be lost.How do I change my membership package?
If you currently have a monthly membership, you must first cancel your recurring membership, and then purchase the membership package of your choice. As long as you use the same penguin name, the new membership period will be added to any remaining membership time.If you wish to switch your membership to an automatically recurring monthly membership, you must first wait until your current membership term has expired to ensure that no membership time is lost.
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