FAQ
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TOP QUESTIONS ASKED
What are your shipping fees?
| Order Total | Ground | 2nd Day | Next Day | | Delivery in 5-7 Business Days | Delivery in 2 Business Days | Delivery by Next Business Day | | 1 item | $8.95 | $18.95 | $28.95 | | 2 items | $10.95 | $20.95 | $30.95 | | 3 items | $12.95 | $22.95 | $32.95 | | 4 items | $14.95 | $24.95 | $34.95 | | 5+ items | $16.95 | $26.95 | $36.95 |
Once your package leaves our warehouse, you should receive it in
about seven days. If an order is placed with us and then refused, you
will be responsible for the original shipping costs, as well as any
duties, taxes and/or customs charges that were incurred in shipping the
package. These amounts will be subtracted from your merchandise refund.
What are your international shipping fees? What about duties?
We're proud to offer international shipping. Please click here for our international shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.
When will my order be shipped? When will it arrive?
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 PST, 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. Prior to checking out, you
will see several estimated arrival dates, depending on the type of
shipping you select.
Receive your order in time for Christmas: Holiday Shipping Schedule
Ground Shipping: Orders must be placed by noon (PST) on Dec. 17
2-Day Shipping: Orders must be placed by noon (PST) on Dec. 20
Next Day Shipping: Orders must be placed by noon (PST) on Dec. 21
What's the status of my order? How do I track my order?
Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.
Do you offer Gift Certificates?
Yes, we do! our electronic Gift Certificates are sent via
e-mail to any individual with a valid e-mail address. The recipient of
an electronic Gift Card will receive an e-mail with a Gift Card code
redeemable online and in store. Click here for more information.
Will
my credit card be charged immediately?
No. Your credit card will not be
charged until your order is shipped. When you enter your credit card
information on the final review page, we'll give you an order
confirmation number. You will also immediately 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.
Do you have a size chart?
Click here for size chart
ORDERING QUESTIONS
Do you offer Gift Certificates?
Yes, we do! our electronic Gift Certificates are sent via
e-mail to any individual with a valid e-mail address. The recipient of
an electronic Gift Card will receive an e-mail with a Gift Card code
redeemable online and in store. Click here for more information.
Will
my credit card be charged immediately?
No. Your credit card will not be
charged until your order is shipped. When you enter your credit card
information on the final review page, we'll give you an order
confirmation number. You will also immediately 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
What are my payment options?
We accept Visa, Mastercard, American Express and PayPal.
Are purchases on this website really tax free?
We collect sales tax only in states where we have a physical office, store or dealer.
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 transmission and our server, so that only data to and
from these sources can be valid.
SHIPPING QUESTIONS
When will my order be shipped? When will it arrive?
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 PST, 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. Prior to checking out, you
will see several estimated arrival dates, depending on the type of
shipping you select.
What's the status of my order? How do I track my order?
Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.
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 2
day shipping, you will receive your package 2-3 days after it ships.
What are your shipping fees?
| Order Total | Ground | 2nd Day | Next Day | | Delivery in 5-7 Business Days | Delivery in 2 Business Days | Delivery by Next Business Day | | 1 item | $8.95 | $18.95 | $28.95 | | 2 items | $10.95 | $20.95 | $30.95 | | 3 items | $12.95 | $22.95 | $32.95 | | 4 items | $14.95 | $24.95 | $34.95 | | 5+ items | $16.95 | $26.95 | $36.95 |
Once your package leaves our warehouse, you should receive it in
about seven days. If an order is placed with us and then refused, you
will be responsible for the original shipping costs, as well as any
duties, taxes and/or customs charges that were incurred in shipping the
package. These amounts will be subtracted from your merchandise refund.
What are your international shipping fees? What about duties?
We're proud to offer international shipping. Please click here for our international shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.
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 send us an e-mail immediately after
your order is placed by using this
form.
RETURN/EXCHANGE QUESTIONS
What is your return/exchange policy?
If you are not 100% satisfied with your purchase, you can return your order to the warehouse for a full refund in the form and amount tendered for the original transaction or exchange it for another item of your choice. All returns/exchanges must be received within 30 days of purchase, and must be unwashed, unworn, unused and in their original condition with receipt and tags attached.
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 7 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. When processing your exchange we automatically
credit you in the original form of payment and reauthorize a new payment
for your exchange. If you have used a banking or debit card your
financial institutions policies may result in a non-sufficient funds
charge if you are executing a return/exchange.
MISCELLANEOUS QUESTIONS
I bought your product on eBay, is it authentic?
We have been getting hundreds of complaints from customers
who have purchased on eBay (or other auction/web sites) in regards to
counterfeit products. To be sure that you're not buying a counterfeit
product, we suggest you shop on our website or from one of our
authorized retailers.
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 our store
locator 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.
Why can't I select the color/size combination I want?
It's possible that the color/size combination you want
is not in stock. For example, we may have your size
in stock but not the color. Or we may have the color,
but not your size. You can email our customer
service department if what you're looking
for is out of stock, they may be able to help you in
terms of when the product will be available.
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.
For more details on our privacy policy, click
here.
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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