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When we charge your card, we are authorizing for the full amount of the order total, inclusive of all merchandise, shipping, handling fee, and estimated tax at the time of order placement. If a merchandise certificate is used, this is not deducted from the Order total before authorization. When the items in your order have shipped, your card is charged for the actual amount less any merchandise certificates, and includes the actual tax at the time of shipment. If your order is a split shipment due to one or more of the items being back ordered, you will only be charged for the items being shipped.
2. Why am I being billed for a back-ordered item(s)?
Your credit card is not charged until the backorder item has shipped out. However, your credit card is authorized for the full amount when the order is placed.
3. Can I cancel an order after it has been submitted?
If you have submitted an order but need to cancel for whatever reason, please call our customer service department at (800) 582-5700 as soon as possible. Please have your order number ready. We can only cancel an order that has not yet been printed for fulfillment at the warehouse already. For phone and online orders, this window can be within hours of placing the order.
4. What should I do if I received the wrong item or a damaged item?
Please call our customer service department at (800) 582-5700 if an item in your order was received damaged or incorrect. You must call within 60 days of purchase.
Depending on the method of delivery chosen at checkout, delivery timeframes can be different: Standard Delivery Please allow approximately 7-10 business days for delivery upon receipt of your order. Express Delivery Please allow approximately 3-5 business days for delivery upon receipt of your order. Expedited Delivery Please allow approximately 2-3 business days for delivery upon receipt of your order. Expedited service is not available on products whose item # begins with the letter “A” (shipped from a different warehouse). For additional details on shipping rates and timelines, review our Shipping Information page.
2. How do I find out my order status and/or track my order?
Please visit our Order Tracking page and enter the order number and your last name to track your order. If you are registered as a preferred customer, you can log in and click the “History” button from this page to view all of your past Order Numbers and track from there.
3. When will I receive my back-ordered items?
Backorder estimated shipping dates are presented on the product detail page, in the shopping cart, and on your order confirmation. This date is when we expect to have your item(s) back in stock, billed, and shipped. To get the current status of your backorder, please go to our order tracking page and enter the order number and your last name to search for the order.
If for any reason you are not satisfied with an item, simply return the item for exchange, refund, or full credit within 60 days* of the date of your purchase. Shipping charges and handling fees are not refundable. For returns and exchanges instructions, please visit our Returns and Exchanges page.
*Halloween returns must be received by 11/15. Christmas returns by 1/15. If an item is a drop-ship item (item number begins with “A”), please contact us at (800) 582-5700 for further instructions. The following items cannot be returned: horticulture (live plants), personalized items, liquids, face masks and sexual health items.
2. How do I exchange an Item?
For returns and exchanges instructions, please visit our Returns and Exchanges page.
3. How do I print an Easy Return Label?
You will need to log in to your account to view your Order History. To print a label for a specific order, visit the Order Tracking page. Please note a $10.99 charge will be deducted from your merchandise refund to pay for the return. Please use the original packaging and remove or completely cover the original shipping label. If this is not possible, please use a quality bag or carton. Please ensure to properly seal the package with sturdy tape. The Easy Return label cannot be used for returns outside the contiguous 48 states. Drop off your return at a FedEx Store, FedEx DropBox, Post Office, Mail Box or give the package to your postal carrier. If an item is a drop-ship item (item number begins with “A”), please contact us at (800) 582-5700 to process your return.
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