Frequently Asked Questions
Do I need to create an account to make a purchase?
No, an account is not required - if you are like us you have enough passwords to keep up with.
Is my information secure?
Yes, your information is safe with us. Your credit card data is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS) so we do not see your account number - nor do we share any of your personal information. Once your order is delivered, you can request that your information be deleted from our system by emailing us at email@example.com
Can I submit an order offline?
Absolutely, just send us the item specifics, your shipping address and contact information via email at firstname.lastname@example.org. We will call you in person to take your credit card information over the phone.
How do I make changes to my order?
Email us at email@example.com ASAP if you need to make a change. If the order has already shipped we will try our best to make an update but this may not always be possible, depending on how far it has moved in the shipping process.
Can I track my order?
Absolutely! But don't get too excited about tracking! While things are much better than a couple of months ago, there is still a transportation issue and not all carriers are back to 'business as usual'.
We will send you an email with the tracking number when your order has been shipped but you may not see an update for several days and there may be long pauses between scans. However, if the carrier shows the package is lost we will re-ship the order and send you a new tracking number - it happens.
Please note that FREE shipping is ECONOMY shipping, which is lower priority handling than critical shipments such as medicines etc. It takes a lot of things to go right in order to get a package delivered on time so please keep these 10 steps in mind.
Here's the drill! 1) package pick up, 2) transport to sorting center, 3) sorting, 4) outgoing inspection and release, 5) dispatch to airline, 6) airport staging, 7) in transit, 8) inbound inspection and release, 9) transfer to last mile carrier, 10) delivery.
A delay or backlog at any of these stages will affect the delivery date - which is why we never 'guarantee' on-time delivery.
Can I cancel my order?
You can cancel an order but only before it ships. There is no mechanism for us to cancel shipments once they have been picked up by the carrier. If you are not happy with your purchase you can return it at your own expense for a full refund.
If you want to cancel your order prior to shipping just email us at firstname.lastname@example.org
What if I haven't received my package but tracking shows delivered?
Some carriers get ahead of themselves and scan deliveries before actually delivering. Check your mail box again in a few days and also check to see if someone else could have accepted your package on your behalf.
If delivery fails due to an invalid address or if the carrier is unable to access your building etc., the package will be returned to the post office and you will receive a notice to contact them.
We are not responsible for lost or stolen packages. If you believe your package may have been stolen from your doorstep or mailbox, please notify your local post office. With our Optional Shipping Insurance, your order will be refunded in full upon confirmation and documented evidence of a shipping error.
How can I return or exchange my order?
We accept returns and exchanges within 30 days of receipt of your order. We will refund your order if it is damaged or incorrect. Email us at email@example.com to request a return or exchange and please send a picture of the damaged or incorrect item as well as the package label so we can notify the appropriate warehouse of the problem.
What if I have a different question?
Click on the "Questions" icon on any page on our website http://classystoresonline.com or email us at firstname.lastname@example.org.
We typically respond within 24 hours.