FREQUENTLY ASKED QUESTIONS
GENERAL ORDER INFORMATION
- Where is my order confirmation?
You will receive an email confirmation to the email address you entered on your order. If you have not received an email confirmation, please check your spam folder. If you have not received an email confirmation, then the order has not gone through or you did not enter your email address correctly. Please contact firstname.lastname@example.org
Was I charged more than once?
What you are seeing on your bank account is an authorization (a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity). Depending on your bank, pending authorizations on your account will clear within 3 - 7 business days. If you need help speeding up the process, you can contact the issuing bank of your credit card.
Please only click the “Place Order” button once to avoid multiple authorizations.
Why won’t my discount and/or credit code work?
Please be sure your code is entered correctly and applied before submitting your order. Promotional codes do expire; please look at the terms and conditions of the discount code to make sure the offer is still valid. All promotions and/or codes cannot be applied after the transaction is complete.
An item I want is sold out? Do you restock your inventory?
All items are different and is possible for them to be restocked. Please email email@example.com to be placed on the waiting list. You will receive an email confirming whether or not that item is scheduled to be restocked.
When will my order ship?
Shipping times may vary due to availability of merchandise. Please note to allow up to 10 business days for order processing and verification.
- What forms of payment do you accept?
Please note that all prices listed in our store are in US Dollars.
We accept PayPal, Visa, MasterCard and American Express in most countries. We are not accepting cash, checks or money orders at this time. In most cases, your credit card will not be charged until your order actually ships. If you are paying with PayPal, you will be charged at the time of purchase.
PLEASE NOTE: Mexico and Peru, we only accept Paypal at this time, no credit cards.
Once your order is placed, our system checks with your credit card company to confirm funds are available, this is an authorization only, not a charge. Authorizations will be removed in approximately 3-5 days depending on your financial institution. You will only be charged once your order ships
If you use a debit card to pay for your order, please keep in mind that most items are billed when shipped and funds must be available in your account at that time.
We are very sorry but we do not accept Visa, MasterCard or American Express Gift cards.
Is it safe to use my credit card?
Safeguarding your privacy and confidentiality is of the utmost importance to us. Our site uses Secure Sockets Layer (SSL) which encrypts your data while it is being transferred over the Internet. We also use the latest encryption technologies to protect the security of your credit card and password information while we are processing your order.
My Merchandise was damaged when I received it, What do I do?
Defective or damaged items may be exchanged for identical items only, and must be returned within 30 days of the invoice date. Please contact us at firstname.lastname@example.org to report a defective or damaged item. If the defective or damaged item is no longer available, we will fully refund the cost of the item plus the applicable portion of shipping charges. Refunds must be made to the credit card originally used to place the order.
How to Change or Cancel Your Order?
Orders are processed very quickly. If you find that you have made an incorrect order or wish to cancel, please notify us immediately by contacting Customer Service. If your order has not yet been processed, we may be able to correct it or cancel. However, if the product has already been shipped, we will be unable to change any portion of your order. We will not be able to add items to an order once it has been submitted.
The amount of your sales tax will be calculated and displayed during the checkout process.
Please be advised that you may only use ONE promotional code per order. Discounts cannot be combined.
Refunds and/or Exchanges
All Sales are final. If you have received an incorrect item or a damaged item please contact us ASAP at email@example.com
GENERAL SHIPPING INFORMATION
- How Do You Calculate Shipping?
Please note that addresses outside the United States may have additional handling fees applied to the order as well. You will also be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you. Please note: taxes/duties are calculated based on the original retail price of the items in your order and does not include any discounts or promotions.
Shipments to addresses within the United States are sent by UPS or US Mail (USPS) depending on weight and usually take 7-10 business day to arrive, or 3-5 days with expedited shipping. Certain international destinations, P.O. Boxes and APOs are not eligible for expedited shipping. If placing an order for a product with a release date in the future, please do not select Expedited shipping. Your domestic order will ship to arrive on or about release date .APO addresses have an average transit time of 10-21 days. International shipments including Canada and Mexico are made via international post (mail) and take up to 21 business days to arrive. International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery.
Shipments are processed Monday-Friday within 48 business hours of the order being placed. All orders placed on Friday, including expedited shipping, will dispatch the following Monday (excluding holidays). Transit time includes weekdays only and does not include weekends or holidays. Your credit card will not be charged until the product is shipped. We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.
Once your package has shipped, you will receive tracking information via the E-mail you provided with your shipping information.