General Template Canned Responses
This page consolidates the customer service responses for customers with generalized issues and/or problems.
If you are dealing with a customer who has issues regarding a specific store or transaction type feel free to locate the corresponding store below (not all stores & transaction types have there own response templates):
Response if customer service cannot find the order by name or confirmation number:
Hello xxxxx,
We would be more than happy to assist you but we can not seem to locate your order with the provided information. Could you please give us the following information so that we can access your order's current status?
Full name attached to order:
Order number:
If you have any other questions, please feel free to contact us.
Response for a Complete order:
Hello xxxxx,
Your order has been completed and shipped out of our warehouse on xx/xx/xxxx. The tracking information for this shipment is as follows -
Tracking number:
Carrier:
If you have any other questions, please feel free to contact us.
Response for a Complete order (3rd party shipped item)
Hello xxxxx,
The xxxxxxx is actually shipped from a separate warehouse than the remainder of the items in your order. This item has been completed and shipped out of our warehouse on xx/xx/xxxx. The tracking information for this shipment is as follows -
Tracking number:
Carrier:
If you have any other questions, please feel free to contact us.
Response for Pending Shipment Status:
Hello xxxxx,
We have reviewed your order (Order # xxxxxxxxxxxx) and have found that it is currently pending shipment. Please note that it can take up to 3 to 5 business days after date of purchase for an item to be packaged and shipped out of our warehouse, regardless of shipping method selected. As soon as your order has left our warehouse, we will email you with tracking information.
We apologize for any inconvenience. Please let us know if you have any other questions.
Response for Pending Shipment Status on the 5th Business Day:
Hello xxxxx,
We have reviewed your order (Order # xxxxxxxxxxxx) and have found that it is currently pending shipment. Your order should be shipping soon as it can take up to 3 to 5 business days after date of purchase for an item to be packaged and shipped out of our warehouse, regardless of shipping method selected. Once your order is shipped, you will receive an email confirmation with shipment tracking information.
We apologize for any inconvenience. Please let us know if you have any other questions.
Response for Pending Shipment Status after 5 Business Days:
Hello xxxxx,
We have reviewed your order (Order # xxxxxxxxxxxx) and have found that it is still pending shipment. As such, we are currently looking into this matter. Once the issue has been resolved, your order will be shipped. You will receive an e-mail notification with a tracking number as well. If you wish to not wait, we would be more than happy to refund your order in full.
We apologize for any inconvenience. Please let us know if you have any other questions.
Response for Pending Shipment Status after 5 Business Days due to Back Order:
Hello xxxxx,
We have reviewed your order and found that it is still pending shipment due to the fact that the xxxxxxxxxx item is currently on back order. Once this item has been placed back in stock, your order will be shipped. At that time, you will receive an e-mail notification with shipment tracking information.
However, if you wish to not wait, we would be more than willing to refund your order in full.
We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.
Response for Pending Shipment Status after 5 Business Days due to Out of Stock Items:
Hello xxxxx,
We have reviewed your order and found that it is still pending shipment due to the fact that the xxxxx is currently out of stock and may not be restocked. If this item is placed back in stock in the future, your order will only be shipped at the time of its availability. At that time, you will receive an e-mail notification with shipment tracking information.
However, if you wish to not wait, we would be more than willing to ship the remaining items from your order and refund the cost of the missing merchandise back to your credit card.
Please let us know how you would like to proceed.
We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.
Delayed Shipping Response:
Hello xxxxx,
We have reviewed your order and found that it is still pending shipment due to the fact that the xxxxxxx item is listed as having an expected ship date of xxxxxxxxxx. Once this item has been shipped to our warehouse by the licensee, you will receive an email notification with shipment tracking information.
However, if you wish to not wait, we can cancel this order and initiate the process of a full refund.
We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.
Refund Returned
Hello xxxxxxx,
We have received your returned merchandise at our warehouse and be refunding the cost of this merchandise back to your credit card. Once this refund has been processed, you will be emailed a credit memo detailing this transaction. Once you have received that credit memo, please allow 72 hours for this refund to reflect on your credit card.
We greatly apologize for any inconvenience. If you have any other questions, please feel free to contact us.
Refund of Full Purchase Order:
Hello,
We will be refunding your full purchase order back to your credit card. Once this refund has been processed, you will be emailed a credit memo detailing this transaction. When you have received that credit memo, please allow 72 hours for this refund to reflect on your credit card.
We greatly apologize for any inconvenience. If you have any other questions, please feel free to contact us.
Partial Refund of Order:
Hello xxxxxx,
We will be refunding the cost of the xxxxxxxxxxxxxxxxxxx item in your order because this item is out of stock and will not be re-ordered. Once this refund has been processed, you will be emailed a credit memo detailing this refund transaction. Once you have received that credit memo, please allow 72 hours for this refund to reflect on your credit card.
We apologize for any inconvenience this may cause. If you have any questions, please feel free to contact us.
Refunds (Out of Stock):
Hello xxxxx,
We have reviewed your order and found that it is still pending shipment due to the fact that the xxxxxxxxxx item is currently out of stock. As such, we will be refunding you for the cost of this particular item. Once this refund has been processed, you should receive a credit memo for this transaction. Upon receiving that credit memo, please allow up to 72 hours for this refund to be reflected on your credit card.
We truly apologize for any inconvenience. If you have any more questions, please feel free to contact us.
Refund for Past Event:
Hello xxxxxx,
We are sorry to hear that you were not able to use xxxxxxxx. However, we are unable to refund these passes at this time due to the fact that this event has already occurred and the funds have already been issued to the venue. In order to process a refund, you would need to contact the venue directly.
We apologize for the inconvenience.
Refund (Awaiting Merchandise Return w/ Return Mailer)
Hello xxxxxx,
We have reached out to our warehouse so that they can send a return mailer. When you receive this return mailer, please send the damaged merchandise back to our warehouse using the return mailer so that you do not have to incur new shipping fees. Once we have received this merchandise, we will initiate the processing for a refund. You should receive an email informing you that this refund has been issued. Upon receiving this email, please allow 72 hours for the refund to be reflected in your bank account.
We apologize for any inconvenience. If you have any other questions, please feel free to contact us.
Refund to an expired/cancelled card
Hello xxxx,
We understand that you no longer have the card originally used to purchase.
Since we have already processed the refund back to the original card, at this time it will be up to the bank to reroute the refund. If the card is expired or cancelled, it is our experience that your new card will be credited with the refund. In the case that the you don't have a new card, the bank will usually send the refund to the your bank account.
We will send you a copy of the refund receipt for your records, and to discuss with your bank if necessary. Please let us know if there are any further complications.
Refunds w/ Coupon Codes
Hello,
We have refunded you for your unshipped order. Please see your refund receipt below. Your coupon code will be reset and emailed shortly.
Incorrect Item Photo
Hello xxxxx,
We apologize for the receipt of incorrect merchandise. In order to start the process of resolving this issue, we ask that you would email us photos of the incorrect item that you received, as well as the name of the item you are missing. Once we have received these photos, we will reach out to our warehouse so that the correct item can be shipped to you with a return mailer for the incorrect merchandise.
Damaged Item Photo
Hello xxxxx,
We apologize for your receipt of damaged merchandise. In order to start the process of resolving this issue, we ask that you would email us photos of the damaged item that you received, as well as photos of the packaging the item was shipped in. Once we have received these photos, we will reach out to our warehouse to correct this error.
Order Error (Incorrect Merchandise)
Hello xxxxx,
Given the circumstances of the situation, we can reship new merchandise to replace the incorrect item that you received in order to resolve this matter. To start that process, we ask that you would email us photos of the incorrect merchandise that you received. Once we have received those photos, we will reach out to our warehouse so that they can email a return mailer. When you receive the return mailer, please send the incorrect merchandise back to our warehouse using the return mailer so that you do not incur new shipping fees. Once we have received the incorrect merchandise, we will ship out the correct item from your order.
In the event that we are unable to reship new merchandise, we will immediately refund the cost of the item back to your credit card or PayPal account.
We sincerely apologize for any inconvenience. If you have any other question, please feel free to contact us.
Order Error (Damaged Print)
Hello xxxxx,
Given the circumstances of the situation, we can reship new merchandise to replace the damaged item that you received in order to resolve this matter. To start that process, we ask that you would email us photos of the damaged merchandise that you received. Once we have received those photos, we will reach out to our warehouse so that they can email a return mailer. When you receive the return mailer, please send the damaged merchandise back to our warehouse using the return mailer so that you do not incur new shipping fees. Once we have received it, we will ship out new items to replace that damaged merchandise.
In the event that we are unable to reship new merchandise, we will immediately refund the cost of the returned damaged merchandise back to your credit card or PayPal account.
We sincerely apologize for any inconvenience. If you have any other question, please feel free to contact us.
Address Verification (Requested From the Warehouse)
Hello xxxxx,
We have reviewed your order and we are concerned about the validity of the shipping address attached. In order to ensure its success, please verify the shipping address to which this merchandise is being delivered:
xxxxxxxxxx
As we are not currently able to create a shipping label, please provide any corrections that need to be applied to this shipping address. On the other hand, if you have an alternate address that can be used, please provide this information in order to resolve this matter.
If we have not received a response within five days, we will begin processing a refund for this order and return the merchandise back to our inventory.
We apologize for any inconvenience. If you have any questions, please feel free to contact us.
Updated Shipping Address Received (After Address Verification)
Hello xxxxxx,
We have received your address verification and we have relayed this information to our warehouse. If there are no further complications, then we will be shipping your merchandise out of our warehouse as soon as possible. Please allow 3 to 5 business days for the shipment to be processed. In the event that there are further complications, we will reach out to you for more information.
We sincerely apologize for any inconvenience. If you have any other questions, please feel free to contact us.
Returned Merchandise (Invalid Address):
Hello xxxxx,
Due to an invalid address, the merchandise from your order has been shipped back to our warehouse.
xxxxxxxxx
Please provide any corrections that need to be applied to this shipping address. If you have an alternate address that can be used, please provide this information in order to resolve this matter.
If we have not received a response within five days, we will begin processing a refund for this order and return the merchandise back to our inventory.
We greatly apologize for any inconvenience. If you have any questions, feel free to contact us.
Response for Manual Order Re-Shipped
Hello xxxxxx,
A new order has been submitted and will be shipped as soon as possible.
We sincerely apologize for any inconvenience. If you have any questions, please feel free to contact us.
Response for Warehouse Re-Shipment
Hello xxxxxx,
We have contacted the warehouse to have a new order submitted and shipped as soon as possible.
In the event that we are unable to reship new merchandise to correct this order error, we will immediately refund you for the missing item(s) from your order
We sincerely apologize for any inconvenience. If you have any questions, please feel free to contact us.
Shipping Address Change Response
Hello xxxxx,
Unfortunately, we cannot alter a shipping address on an order that has already been processed due to the usually quick process time for shipping once an order has been placed. If you wish to change the address, you would need to cancel this order for a full refund and place a new order for these same items with the corrected shipping address.
However, if the warehouse informs us that the has already shipped out, it will be delivered to the shipping address provided on the original order.
We greatly apologize for the inconvenience. If you have any other questions, please feel free to contact us.
Missing Size:
Hello xxxxx,
We greatly apologize for our delayed response as well as not currently carrying the size of your desired item. While we do regularly make reorders on previously available items, there is no guarantee that every item will be placed back in stock. Please check the website periodically in order to check on the future availability of individual items.
If you have any other questions, please feel free to contact us.
Missing Merchandise:
Hello xxxxx,
We greatly apologize for not currently stocking your desired merchandise. While we do regularly make reorders on previously available items, there is no guarantee that every item will be placed back in stock. Furthermore, we don't have an arrival date for new merchandise to be available in the near future. Please check the website periodically in order to check on the future availability of individual items.
If you have any other questions, please feel free to contact us.
Alternate Merchandise Inquiry
Hello xxxxx,
We greatly apologize for not currently stocking your desired merchandise. At this time, we are only aware of the merchandise that is available through the online store. Furthermore, we don't have an arrival date for new merchandise to be available in the near future. Please check the website periodically in order to check on the future availability of individual items.
If you have any other questions, please feel free to contact us.
Response to Merchandise Not as described but not damaged or incorrect
Hello xxxxx,
Unfortunately we do not control the branding of the merchandise. The merchandiser itself is in charge of the branding, and merchandise sold. We simply facilitate the sale, and ship the merchandise. The information that is on the website come directly from the merchandiser, and we are only allowed to put the approved information on the website and are not allowed to alter that information.
We apologize for the inconvenience, if you would like to return that merchandise you send it to the address below for a refund.
xxxxxxxxxxxxx
Please let us know if you have any further questions.
Response for Pending Payment:
Hello xxxxx,
I am writing you about an order you placed on the xxxxxxx online store, which we have been unable to process because your payment is still pending. If you still wish to complete this order, please complete your payment through Paypal or credit card, or respond to this email for assistance. If we do not receive a response to this message within 72 hours, we will begin the process of closing out your original order.
We sincerely apologize for any misunderstanding or inconvenience involving your order, and look forward to your response.
Cancellation Request
Hello xxxxxx,
We will reach out to our warehouse about this cancellation request, so that they can stop processing for the shipment of this merchandise.
Due to the usually quick process time for shipping once an order has been placed, we can not guarantee that a cancellation request will be processed before an order is shipped. Once the warehouse informs us that the shipping for this order has been cancelled, we will immediately refund this order back to your credit card.
In the event that this order does ship before the warehouse sees this cancellation request, we would suggest rejecting the delivery or writing “Return To Sender” on the package without opening it so you do not incur any new shipping costs. Once the tracking information for this delivery shows that the package will be returned to sender, we can refund this full order back to your credit card.
Once this refund has been processed, you will be emailed a credit memo detailing this refund transaction. Once you have received that credit memo, please allow 72 hours for this refund to reflect on your credit card.
If you have any further questions, please feel free to contact us.
Cancellation Request (Pre-Sale Items)
Hello xxxxxx,
We will reach out to our warehouse about this cancellation request, so that they can stop processing for the shipment of this merchandise. Once the warehouse informs us that the shipping for this order has been cancelled, we will immediately refund this order back to your credit card.
Once this refund has been processed, you will be emailed a credit memo detailing this refund transaction. Once you have received that credit memo, please allow 72 hours for this refund to reflect on your credit card.
If you have any further questions, please feel free to contact us.
Cancellation Confirmation
Hello xxxxx,
Our warehouse has confirmed that the shipping of this order has been cancelled. We have refunded your full purchase order back to your credit card.Once this refund has been processed, you will be emailed a credit memo detailing this refund transaction. Once you have received that credit memo, please allow 72 hours for this refund to reflect on your credit card.
We truly apologize for any inconvenience. If you have any more questions, please feel free to contact us.
Online Sizing Chart:
Hello xxxxx,
Unfortunately, we do not currently offer an online sizing chart. When making a purchase online, please bear in mind that all of our merchandise is created using standard US unisex sizes.
We apologize for any inconvenience. If you have any other questions, please feel free to contact us.
Customs Fees
Hello xxxxxxx,
Orders shipping to destinations outside the United States might incur import fees, duties and/or taxes that are not reflected in our prices. If duties and taxes are imposed on your order, they are due at time of delivery. Please consult your local customs office for more details about your country’s duties and taxes.
International Non-Shipping
We do not currently offer service to the following regions: Afghanistan, Aland Islands, Albania, Algeria, Andorra, Angola, Antarctica, Antigua and Barbuda, Azerbaijan, Belarus, Benin, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Bouvet Island, British Indian Ocean Territory, BVI, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cape Verde, Central African Republic, Chad, Christmas Island, Cocos Islands, Comoros, Congo, Cook Islands, Cote d’Ivoire, Cuba, Djibouti, Dominica, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Ghana, Guadeloupe, Guinea, Guinea-Bissau, Guyana, Heard Islands and McDonald Islands, Hong Kong, Indonesia, Iran, Iraq, Isle of Man, Kazakhstan, Kenya, Kiribati, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Mauritania, Mauritius, Mayotte, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar, Namibia, Nauru, New Caledonia, Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, North Korea, Oman, Pakistan, Palau, Palestinian Territories, Panama, Papua New Guinea, Philippines, Pitcairn Islands, Qatar, Reunion, Rwanda, Saint Helena, Saint Kitts and Nevis, Saint Pierre and Miquelon, Samoa, Sao Tome and Principe, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Solomon Islands, Somalia, South Georgia and the South Sandwich Islands, South Korea, Sudan, Suriname, Svalbard and Jan Mayen, Swaziland, Syria, Tajikistan, Tanzania, Timor-Leste, Togo, Tokelau, Tonga, Turkmenistan, Tuvalu, Uganda, Ukraine, Uzbekistan, Wallis and Futuna, Western Sahara, Yemen, Zambia and Zimbabwe.
USPS Inquiry (International):
Hello xxxxx,
We certainly apologize for the inconvenience of the additional time needed for international shipping. As stated on our website, international orders will be delivered by the destination country’s postal service and can take up to 3 to 4 weeks to be delivered after being shipped out of our warehouse. After an item has been shipped out of our warehouse, we are unfortunately unable to locate the package through any other means than using the provided tracking information.
If you have any other questions, please feel free to contact us.
Older Orders That Haven’t Yet Shipped
Hello xxxxxx,
We sincerely apologize for our delayed response as we are attempting to deal with some communication errors on our end. However, this does not forgive the poor customer service experience that you have endured. We are currently looking to make improvements in our system.
We have reviewed your order and found that it has still not been reshipped due to an error in our system. Once this order has been shipped, you will receive an email notification with shipment tracking information. As stated on our website, international orders will be delivered by the destination country’s postal service and can take up to 3 to 4 weeks to be delivered after being shipped out of our warehouse. After an item has been shipped out of our warehouse, we are unfortunately unable to locate the package through any other means than using the provided tracking information.
On the other hand, if you wish to not wait, we are more than willing to cancel this order and initiate the process of a full refund.
Please let us know how you would like to proceed.
We again apologize for this great inconvenience. If you have any other questions, please feel free to contact us.
PayPal Dispute Inquiry:
Hello xxxxxxxx,
It has been brought to our attention that a PayPal dispute has been initiated for this order. Unfortunately, we are not aware of the nature of the issue related to this order at this time. Please let us know how we can resolve this matter at your earliest convenience.
We greatly apologize for any inconvenience. If you have any questions, please feel free contact us.
Shipping Quote Response
Hello xxxxxx,
We have been unable to replicate this error on our end as we have been offered shipping quotes. As you are not the only customer to mention having issues with shipping quotes, it's possible that there was an error that was temporarily plaguing our website.
As such, I would suggest attempting to make this purchase again and seeing if the error is still effecting the website. If you are still having trouble placing an order, please let us know.
We again apologize for any inconvenience.
Out of Stock (Comparable Item):
Hello xxxxx,
Unfortunately, the xxxxxxxxxxxxxxxxxxxxxxxxxxxx item is out of stock at this time. As such, we can offer you another item from the xxxxxxxxxxxxxxxxxx online store for a comparable price of the ordered item.
However, if you would rather receive a refund, we are more than willing to refund you for the cost of this particular item.
We truly apologize for any inconvenience. If you have any more questions, please feel free to contact us.
Event Tickets
Hello xxxxxxx,
Usually, tickets are shipped 10 to 14 days prior to the date of the scheduled event. At the time that the tickets are shipped, you should receive an email that contains shipment tracking information for the delivery.
If you have any further questions, please feel free to contact us.
Signatures
Hello xxxxxx,
Unfortunately, xxxxxxxxx can only write signatures on merchandise that can be purchased online or at currently scheduled events due to their busy and hectic schedule. We sincerely apologize for this inconvenience.
Client Questions:
Hello xxxxxx,
Unfortunately, we can not answer any questions as we do not have direct contact with xxxxxxxxxxx. To get any assistance, you would need to speak with their management team.
We apologize for any inconvenience. If you have any other questions, please feel free to contact us.
Band Merch:
Hello xxxxxx,
For questions concerning your order, please contact Band Merch at customerservice@bandmerch.com and they should be able to help.
Prefix for Customer Service Agitated Response:
We sincerely apologize for our delayed response as we are attempting to deal with some communication errors on our end. However, this does not forgive the poor customer service experience that you have endured. We are currently looking to make improvements in our system.
Return Policy
Hello,
We sincerely hope that you enjoy your purchase; however, if you would like to return your merchandise, we will gladly help you with the process. Please review the guidelines below prior to your return to ensure that your merchandise is eligible for a return/refund.
RETURN GUIDELINES
Merchandise must be returned within 30 days of the date that it was received. Merchandise returned must be in new/unused condition. We are unable to accept returns on washed, worn, and/or abused items. We are unable to accept returns on CDs, DVDs, Vinyl Records and/or clearance/sale items at this time. We are unable to accept returns on "intimates" such as boy shorts, due to the nature of the product. Shipping cost & shipping sales tax incurred for returns are non-refundable and within the customer's responsibility. Orders placed with PayPal will have separate credits from orders using credit cards.
Refunds will be credited to your account within approximately 10 business days from the date the return is received by One Live Media. The credit may be reflected to your account on your next statement depending on the issuing bank and/or billing cycle.
Please contact us if you have any further questions.
Merchandise Sold at Event
Hello xxxxxxx,
Since we do not have any connection with the merchandise that is sold at the events, the merchandise on the online store is the only merchandise for which we are responsible and we can provide.
We apologize for any inconvenience.
Failed Charges
Hello xxxxxxx,
Our system does not have the ability to reject a charge as we can only relay the information to the bank. However, the bank can reject a charge if the information that we provide does not match their records.
At this point, I would contact your bank to discover why these charges are not being accepted.
We apologize for any inconvenience.
Poster Return Mailer
We have attached a return mailer to this email so that you do not incur any further shipping charges. Once the damaged prints are received your damaged prints will be refunded in full. Please let us know if you have any further questions.
PayPal Damage poster requesting photo response
At this time, we will offer full refunds for damaged posters, to start the process we will need photos of the damage, once received a return mailer will be emailed, and once the prints are received a full refund for the prints will be processed.
PayPal Pending Payment Refund Response
Unfortunately due to a technical error, some orders placed through paypal were not fully processed in our system. Unfortunately we are unable to process this order and will have to refund this order. We apologize for this terrible inconvenience. This issue has since been fixed and you should be able to place a new order at your earliest convenience.
Download Issues
Hello xxxxxxx,
We sincerely apologize for the for the issues that you have encountered while attempting to download music. In order to further investigate this issue, could you please provide the following information so that we can assess your order's current status?
Full name attached to order:
Order Number:
Download Code:
Desired Show That Are Attempting To Download:
We apologize for any inconvenience. If you have any further questions, please feel free to contact us.
??????????????? Part 1:
Hello xxxxxx,
We received your message regarding the 2 charges placed on your credit card that was cancelled. At this time evidence concerning the validity of these charges has been submitted to the bank. The status of the disputed charges is under review and will be resolved in 60 days.
As for next steps, what you can do to help possibly speed the review is inform your bank that those charges were valid and drop the dispute. The time in which it takes to review these charges is entirely up to the bank and the company that manages our processing platform.
We apologize for the delay and inconvenience. We are doing everything we can to speed this process along. Please rest assure that the shipment of your orders will not be affected.
If you have any other questions, please feel free to contact us.
????????????????? Part 2:
Hello,
Unfortunately, our records indicate that this order was completed and shipped. Following the tracking number of the shipment (USPS tracking # 9205590116640182777349), this item is listed as "YOUR ITEM WAS DELIVERED AT 1:11 PM ON NOVEMBER 5, 2014 IN BEAVERTON, OR 97005". Unless we have a notification from USPS that this item was lost or delivered to the wrong address, we can not initiate a refund or ship out a replacement item.
Please contact USPS at the following contact information to obtain the necessary documentation in order to initiate any further action on our part.
USPS® Customer Service
Call 1-800-ASK-USPS® (1-800-275-8777)
Telecommunications Device for the Deaf
(TDD)/Teletypewriter (TTY) Relay
Call 1-800-877-8339 and ask for 1-800-275-8777
Hours of Operation
Monday - Friday 8 AM - 8:30 PM ET
Saturday 8 AM - 6 PM ET
We greatly apologize for any inconvenience. If you have any other questions, please feel free to contact us.
Order Error (Missing Merchandise)
Hello xxxxx,
Given the circumstances of the situation, we can reship a new xxxxxxxxx to replace the missing merchandise to resolve this matter. In order to start that process, we will reach out to our warehouse so that they can ship out a replacement item. In the event that we are unable to reship new merchandise to correct this order error, we will immediately refund you for the missing merchandise from your order.
We sincerely apologize for any inconvenience. If you have any other question, please feel free to contact us.
Reshipment:
Hello xxxxx,
We have reviewed your order and decided to reship your item to resolve this matter. In order to ensure its success, please verify the shipping address to which this item is being delivered:
xxxxxxxxxxxxxxx
We apologize for any inconvenience. If you have any questions, please feel free to contact us.
Magento / PayPal Pending Payment Issue (July / August 2015)
Hello xxxxxxxx,
We have reviewed your order (Order # xxxxxxxxxxxx) and have found that it is still showing as Pending Payment despite the fact that your purchase has been finalized in PayPal. As such, we are currently looking into resolving this matter as quickly as possible. Once the issue has been resolved, you will receive an order confirmation email and your order will be processed and shipped as normal. Furthermore, you will receive an e-mail notification with a tracking number once the order has been shipped.
We apologize for any inconvenience. Please let us know if you have any other questions.