Welcome to our FAQ page. We've listened to your feedback and made
it easy to find the information you're looking for. Our FAQ is broken
down below into four categories: Ordering, Shipping, Returns and
Miscellaneous. First listed are the top questions asked:
TOP QUESTIONS ASKED:
If you can't find your question above, look in one of the categories
below:
ORDERING QUESTIONS
SHIPPING QUESTIONS
RETURN/EXCHANGE QUESTIONS
MISCELLANEOUS QUESTIONS:
What are your
shipping fees?
| Order Total |
Ground |
Second Day |
Next Day |
| |
Delivery in 5-7 Business Days |
Delivery by 2nd Business
Day |
Delivery by Next Business Day |
| 1-2 items |
$10.00 |
$16.00 |
$34.00 |
| 3-4 items |
$13.00 |
$22.00 |
$37.00 |
| 5+ items |
$16.00 |
$28.00 |
$44.00 |
^
When will my order be shipped? When will
it arrive?
Once you place your order, we will send you an email
confirmation regarding the ship date. In most cases,
if your order was placed Monday thru Thursday it will
be shipped the same day or the day after. If your order
was placed on Friday prior to 3:00pm EST, the order
may be shipped the same day, if not it will be shipped
on Monday. You will receive an e-mail confirmation
once your order has shipped. Please note that in some
cases if a bag that you are purchasing is on back order
then we will notify you immediately.
^
What's the status of my order? How do I
track my order?
Once you have placed an order, you will receive an
email confirmation. Once an order has shipped, you
will receive a shipment confirmation email that will
contain your tracking information and a link to a website
so that you can track your order.
^
Do you offer Gift Certificates?
Soon! Gift Certificates will sonn be available in any
amount. They are sent via e-mail to any individual
with a valid e-mail address. The recipient of a Gift
Certificate will receive an e-mail with a Gift Certificate
code redeemable only on our website. Click
here to
email us if you are interested in finding out more
about our gift certificates.
^
Will
my credit card be charged immediately?
No. Your credit card will not be charged until your
order is shipped. You will first receive an e-mail
confirming that your order has been received. We will
send you another e-mail to notify you when your order
has been shipped and we've charged your credit card.
^
Why did you call or e-mail me to verify my
order?
For your own security and protection, if in the normal
course of fraud control we find something suspicious
regarding your order, we will call or e-mail you to
verify your information.
^
How do I know that my order has been shipped?
When your order has been shipped, we will send you
another e-mail with your tracking number and a link
to where you can track it online.
^
How do I change or cancel an order?
To cancel an order you recently completed, simply go
to this
page, log in and then click "cancel order." If
for any reason you would like to change your order,
please contact customer service as soon as possible.
We will make every effort to accommodate your request.
However, keep in mind our system is designed to fulfill
orders as quickly as possible. As a result, we cannot
cancel or change an order once it has entered the shipping
process.
^
What are my payment options?
We accept Visa, Mastercard and American Express.
^
Are purchases on this website really tax
free?
Yes - we collect sales tax only in states where we
have a physical presence. Currently, sales tax only
applies to the state of Pennsylvania.
^
Is ordering over the internet secure?
Yes. Secure Socket Layer (SSL) encryption is used for
every transaction in order to ensure that your order
is secure. SSL encrypts the transmissions from our
ecommerce servers as well as your computer. SSL encryption
works by forming a matched pair with the transmission
from your computer and our server, so that only data
to and from these sources can be valid.
^
What's the difference between "Order
Date" and "Ship Date"?
On most websites, "Order Date" and "Ship
Date" are not the same. For example, if you place
an order on Friday at 11:00pm PST, your package will
not ship until after the weekend. When you place an
order, you'll see an "Estimated Ship Date" on
the order page. If you opted for 2nd Day Shipping,
you will receive your package two days after it ships.
In some cases this does not necessarily mean two days
after you placed the order. Although most orders are
shipped the same or next day, please take weekends
and holidays into account when considering the shipping
date.
^
What countries do you ship to? How long does
it take to deliver?
We currently only ship to anywhere in the United States.
^
Do you ship to PO boxes or APO/FPO addresses?
For security reasons, we do not currently ship to P.O.
boxes or APO/FPO addresses.
^
If I send my package as a gift, will the
recipient receive the invoice?
Yes. If you would like us to remove the invoice from
the package, please request this in the comment section
of the order page or send us an e-mail immediately
after your order is placed to tell us to remove the
invoice.
^
What is your return/exchange policy?
Customer
satisfaction is our goal. In the event that your
unworn, unused regular priced product purchased from
our website does not meet your expectations, you
may return it postmarked within 7 days of the date
you receive your package for credit to your original
payment method or for exchange, less any shipping charges.
Any returns postmarked after 7 days of your receipt
date will be returned to you. If you do not accept
the item to be returned to you, you will be charged
a restock fee that includes 50% of the value of the
item plus shipping charges.
We will only refund shipping charges if we sent the
wrong item or the item sent was defective. If you are
making an exchange because you would like a different
size, style or color, you will be charged for shipping
on your exchange. The return/exchange value is determined
by the last retail price of the item.
Please note: We do not accept returns on products
that were not purchased via this website.
Please use the most economical shipping method for
your return. Due to security constraints, we cannot
reimburse you for an amount greater than your purchase
amount.
Returns & Exchanges will only be accepted with a completed
return form. Log
into your account, click on "View
Order" and
on the following page click on the "Return or Exchange Items" link.
Follow the easy steps, print the final page and include it in your
return box.
*Please note: We reserve the right to final approval on all returns
and exchanges.
^
Where do I ship my return/exchange?
Returns and exchanges must be mailed to the address
on our return form. You must use our return form
to properly process your return/exchange. Go
here,
log in, click on "View Order" and on the
following page click on the "Return or Exchange
Items" link. Follow the easy steps, print the
final page and include it in your return box.
^
How should I ship my return/exchange?
Pack and seal your box securely, in the original
package if possible. To be properly processed, you
return/exchange must include a completed return form.
Go
here, log in, click on "View Order" and
on the following page click on the "Return or
Exchange Items" link. Follow the easy steps,
print the final page and include it in your return
box. You should ship your return/exchange with a
carrier who will provide your package with a tracking
number to ensure that your package does not get lost.
Packages must be returned prepaid. We do not accept
COD.
^
When will my credit card be refunded?
Once your package has been received, your refund
or exchange will be processed within 3-5 business
days. If there is a refund due, a credit will be
issued in the original form of payment.
The credit may not show up until your credit card's
next monthly billing cycle. You will be notified
via email to the address listed on your order when
this transaction has taken place. Please note that
your banking institution may require additional
days to process and post this transaction to your
account once they have received the information
from us.
^
Can you tell me when new products or special
promotions are announced?
Yes. Simply register
with us and you will be eligible
to receive e-mail updates on new products, sales,
events and other special announcements. Click
here to get started.
^
What is the Address Book and how do I use
it?
Registered users can store the addresses of their
friends and family online, so when you want to send
a gift, you don't have to search for his/her address...we'll
hold on to it for you! Go
here to update your address
book.
^
Where is the nearest store near me?
Searching for a store near you that sells our products
is easy, just go to the store tab on our menu bar,
or go
to this page.
^
Are the products on the website the same
as in the stores?
Yes. Although our website may have a greater selection
than a store in your area, the products are the same.
To find a store in your area, go
to this page.
^
What is your privacy policy?
We will never share your e-mail address or personal
information with any third parties. Any information
collected on this website will be used for fraud
control, order verification or internal marketing
purposes only.
^
Is my personal and credit card information
safe on your website?
Yes. We've taken several steps to ensure all information
received from our online visitors is secure from
unauthorized access and use. All transactions are
completed on a secure server. In secure mode, your
computer and our server send data back and forth
in an encrypted format.
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