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:
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.
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. We've made every effort to minimize our international shipping
charges and only charge our cost for these services.
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.
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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.
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Do you have a size chart?
Click here for size chart
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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.
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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.
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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.
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What are my payment options?
We accept Visa, Mastercard, American Express and PayPal.
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Are purchases on this website really tax free?
We collect sales tax only in states where we have a physical office, store or dealer.
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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.
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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.
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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.
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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.
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What is your return/exchange policy?
We guarantee our merchandise to be free of manufacturing defects and will accept
any defective item for refund or exchange. Threads For Thought will issue a refund
within 21 days of purchase in the form and amount tendered for the original transaction.
All returns or exchanges must be unwashed, unworn, unused and in their original
condition with receipt and tags attached.
Merchandise received after 21 days will only be accepted at our discretion for an
online store credit.
Threads For Thought online gift certificates are non refundable.
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.
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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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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