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FAQ (Frequently Asked Questions) Shipping Q: When should I expect my order? A: In-stock orders usually take about same day to 2 business days to fill. Larger sized orders may take longer. If items are out of stock, it can take from 1-5 business days to restock items. Once restocked, your order will ship immediately. If we cannot restock out of stock items from your order, we may ship without it. If we determine that the item (s) from your order appear to be of great significance to the order, we may contact you to determine which course of action you would like to pursue (exchange for another item, ship without, cancel order). Once your order has been shipped, time in transit can range from 1-6 business days depending on your location. Locations closer to our warehouse (Los Angeles, CA) will receive orders sooner than those further away. Once your order has shipped, you will receive a shipping confirmation with a tracking number to track your package. If you do not receive a tracking number, you may contact us for one. Before doing so please check your junk/bulk mail folders first. If you have specific and urgent time requirements, please contact us immediately to make sure we can meet your timeline. Q: Where is my order? A: If you have just placed your order recently, it is most likely processing. If it has been more than a few days and you have not received any confirmation your order has been shipped via email, some items may be out of stock from your order and we are working to restock them so we may get your order out. If you order has shipped already and you have received confirmation, please use the tracking number in the confirmation to track your package. If you have any further questions, please contact us. Q: What do you charge for shipping? A: Shipping is based on the weight of the items you purchase. You can determine shipping costs by adding all items to your cart then entering in your address at check out. After you do so, a shipping quote should appear. You can do this without placing an order. Returns/Exchanges Q: My order arrived damaged, what do I do? A: Damaged claims will usually need to be investigated. A claim will be filed with the freight carrier responsible for the damage. This process usually takes about two weeks to complete. In the mean time, we will ask whether you would like a credit or a reshipment. You will not be responsible for freight charges for reshipments. Please do not discard anything from the damaged order. The freight carrier in which the claim will be filed against retains the right to inspect the package and will likely do so. Please contact us via phone, email, or live chat for returns. Once approved for a return, you will be given a RMA # (return material authorization number) that you will affix either to the outside of the box or clearly inside the box. Q: I want to exchange something, how do I do that? A: We treat exchanges very much like returns minus restocking fees. If you plan to exchange items, please contact us via phone, email, or live chat for a RMA # (return material authorization number) that you will affix either to the outside of the box or clearly inside the box. Unused and unopened merchandise may be exchanged. Exchange requests must be made within 7 days of when the customer has received the order, no exceptions. After receiving the exchange, we will inspect it. If everything is in order and correct, we will issue a credit to your card within 2 weeks. After requesting your RMA#, Please place a new order on our site just as if you were placing another order. Purchasing Q: Is there a minimum order requirement? A: No. Please order as little or as much as you like. (Unless purchasing wholesale) Q: Do I need to have a business in order to purchase? A: No. However, we do have a wholesale program for businesses if you are interested in getting better pricing. Requirements for wholesale purchasing apply. Please go here for more information. Q: What payment methods do you accept? A: Visa, MasterCard, Discover, American Express, Money Order/Cashiers Check and COD* (money order, cashiers check only – COD is only available for wholesale purchases) Q: Do you have a store I can shop at in person? A: Yes! We have a retail store front in Downtown Los Angeles, CA. It is located at: LA Crafts.com 627 S. Los Angeles St. Los Angeles, CA 90014 213.624.1283 Open Monday – Saturday 10:30am – 5:30pm PST Security Q: I am worried about offering my credit card information on your website. What assurances do I have that your site is safe? A: Protecting the safety of your credit card information is important to us. We use Secure Sockets Layer (SSL) technology to protect the security of your credit card information as it is transmitted to us. SSL is the gold standard in Internet encryption technology, which is a fancy way of saying that it's a highly sophisticated method of scrambling data as it travels from your computer to our website's servers. Catalogs Q: Do you have catalogs? A: No. We apologize greatly but at this time we do not have catalogs. We are currently using our online store as our catalog. This works well because our site is always updated with new products and pricing. We do however in the future plan to print catalogs again and will make it available when we do. |
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