FREQUENTLY ASKED QUESTIONS
Q: What payment types are accepted?
A: We accept the following tenders: Visa, Mastercard, American Express, Discover, PayPal.
Q: What is an online shopping account and the benefits of having one?
A: The online shopping account serves as a speedier checkout process for our customers. By having an online shopping account our customers have the capability to: view order history, control email preferences, save their favorite items to view later, and store their billing and shipping information.
Q: If I order multiple items will they ship all in the same shipment?
A: Orders placed online can ship from different warehouses. Therefore, your items may be shipped in multiple shipments. Merchandise shipping can take up to 12 business days, with a maximum of 50 business days. You will not be charged extra delivery fees for multiple shipments, as the single delivery fee will be distributed over the multiple shipments.
Q: It has been 24 to 48 business hours and I have not received a shipping confirmation, why?
A: All orders are subject to a review process to protect our company and customers. During peak periods, the review process may extend past our goal of 48 hours. Orders shipping from one of our warehouses may take longer to ship. If the merchandise is not located in this time frame the item(s) will be canceled from the order and an e-mail confirmation will be sent to notify you.
Q: My order was canceled, so why do I still see a charge?
A: Unfortunately, when an order is canceled you may have a pending authorization which is not an actual charge. If paid with a debit card it could take up to 3 to 5 business days for the authorization to be removed. Credit card authorizations usually take up to 72 hours to remove.
Q: Can I change the size, color, or quantity of my order?
A: Once an order is submitted we do not have the capability to make any changes. To make a change, we would have to cancel the order and replace it with the correct information.
Q: What if my merchandise is incorrect or damaged?
A: We take matters like these very seriously. Please contact us at firstname.lastname@example.org or visit Live Chat and let us know so we can resolve these matters in a timely manner. It is very important that you do not try to return these items in a store because it is possible they will be denied for a return credit.
Q: How long will it take for my return to be received and a credit issued?
A: Returns can take up to 14 business days to be processed and refunded. Please be advised this timeframe can take longer during the holiday season. All refunds will be credited to your original method of payment. Please contact us at email@example.com before you send the package to arrange a return or an exchange so we can give you all the details.
Q: What if I have not received my refund within 14 business days?
A: If you used the pre-paid return label, please verify that your package was received, using either the U.S Mail Return Tracking Number or the FedEx Return Tracking Number located at the bottom of your Shipping Summary page. If you do not have this information, please contact Customer Service at firstname.lastname@example.org or visit Live Chat.
Please contact us at email@example.com or Message Us via Live Chat and let us know what you want to know.