FAQ


Payment Related

1. Is it safe to submit my credit card information on your website?

Yes, it is. We are proud to say that we have never had a problem with the security of any customers information. The website is equipped with a hacker safe program that is monitored and tested daily.

 

2. Why was my credit card charged more than once?

If you have an error message while attempting to place an order it will place a hold on your credit card account. This does not mean that your account has been double charged. It is a pending transaction that will reverse on its own. We have a very secure site for your protection. If you are having trouble with your billing address, we would suggest contacting your bank to verify the billing address they have on file for you. They may have more than one address on file. We have not charged you twice and we do not have multiple orders for you. What you are seeing is an authorization, not an actual charge. Whenever a debit card is used it is always authorized right away whether it is accepted or not. The authorization does disappear on its own. We are not going to charge you so that will go away. If you wish, we can fax the bank and let them know that we are not going to charge you. If you would like us to do that, you need to call our Customer Service department with the fax number to the bank, your credit card information and who to send the fax attention to. We cannot do this through email so you must call us with that information.

 

3. When will my credit card be charged for an order?

The credit card will be charged at the time the order is placed.

 

4. Why was my credit card charged if my order was declined?

We have a very secure site for your protection. If you are having trouble with your billing address, we would suggest contacting your bank to verify what billing address they have on file for you. They may have more than one address on file. We have not charged you and we do not have an actual order for you. What you are seeing is an authorization not an actual charge. Whenever a debit card is used it is always authorized right away whether it is accepted or not. The authorization does disappear on its own. We are not going to charge you so that will go away; if you want we can fax the bank and let them know that we are not going to charge you. If you would like to do that you need to call us with the fax number to the bank, your credit card information and who to send the fax attention to. We cant do this through email so you must call us with that information.

 

5.Will my invoice include the price I paid for the items?

Yes. All invoices are sent out with prices and product information.

 

6.What credit cards do you accept?

We accept credit and debit cards with the Visa, Master card, Discover or American Express logo. Please feel free to contact us if you have any further questions:https://www.messenger.com/t/105757311250123

 

Order & Shipping

1. How will my order be shipped?

Orders that are sent out with standard shipping will be shipped out postal mail.

PLEASE NOTE THAT WEEKENDS, BANK AND/OR GOVERNMENT (NON-MAIL) HOLIDAYS AND MAJOR HOLIDAYS ARE NOT INCLUDED AS BUSINESS DAYS.

 

2. How long will it take to process and ship my order?

We make every attempt to process orders as quickly as possible. If all of the items you have requested are in stock, it will take an average of 24-48 hours to process and ship your order. This excludes specialty items (charms) which have an extended processing time of 7-14 business days prior to shipment due to very high demand.

 

3. When are orders shipped?

Orders are shipped out Monday through Friday. Orders will not be processed or shipped out on weekends or holidays.

 

4. What do I do if my order was confirmed delivered but I did not receive it?

Please contact customer service and inform them that although it was confirmed delivered, you have not received your order.

 

5. Why is my order status pending?

Your order status will appear as pending until the order has been shipped. Please allow up to 24 hours for our system to update and the correct information to be reflected.

 

6. Why has my account been charged but the order has not shipped?

One or more of the item that you have selected is temporarily on backorder. The account was charged to reserve the item to your order. If you would like to cancel the backordered item and have the account refunded, please contact Customer Service during business hours.

 

Refund Related

1. Why hasnt my refund been reflected on my (bank, credit card, etc.) account?

Most refunds normally take 48 to 72 business hours to show up on your account after releasing. However, the refunds depend on your bankyou can contact the bank or your card company to confirm that they have received the refund.

Online customer service:https://www.messenger.com/t/105757311250123

 

Others

1.Do you ship internationally?

Yes, we are happy to serve shoppers all over the world, including the United States, Canada, England, Australia and so on. You may choose your country on the checkout page to see if its available. Or you can get in touch with us for more information.

 

2.Can I add something to an order once it has been placed?

Because we begin to process your order as soon as it is placed, we are unable to add any additional items or to edit existing items in your order. If you need any assistance, please feel free to contact us.

Online customer service:https://www.messenger.com/t/105757311250123