Grateful Dead Canned Responses
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 Pending Shipment Status:
Hello xxxxx,
We have reviewed your order 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 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.
Combined Shipping Request
Hello xxxxxx,
Unfortunately, our management has informed us that we are unable to combine shipping on separate orders that have already been processed.
We apologize for any inconvenience.
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 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.
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 order 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.
Merchandise Removal Response
Hello xxxxx,
Unfortunately, we cannot alter 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 alter an order, you would need to cancel this order for a full refund and place a new order for the items that you wish to purchase.
However, if the warehouse informs us that this order has already shipped out, it will be delivered as it was originally placed. At that point, you would have to return the merchandise for a refund.
To process your refund, a RMA (return merchandise authorization) number is not required. Please mail your merchandise to the following address:
ATTN: ONE LIVE MEDIA /Refund
1392 SARAH PL
UNIT B
ONTARIO, CA 91761
Please include a note with your merchandise specifying:
1) Your original order number
2) The nature of your return (requested refund or desired clothing size)
We greatly apologize for the inconvenience. If you have any other questions, please feel free to contact us.
Response for Returning Merchandise:
Hello xxxxx,
Due to inventory and accounting purpose, we do not exchange items received for different items with different sku's. We can process an exchange for another size within the same product, but unfortunately we cannot exchange them for another item. You will have to return the item for a refund then re-purchase the desired item. We apologize for the inconvenience.
To process your refund, a RMA (return merchandise authorization) number is not required. Please mail your merchandise to the following address:
ATTN: ONE LIVE MEDIA /Refund
1392 SARAH PL
UNIT B
ONTARIO, CA 91761
Please include a note with your merchandise specifying:
1) Your original order number
2) The nature of your return (requested refund or desired clothing size)
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. Unfortunately, we do not have release dates or information regarding the restocking of merchandise. You may enter your information using the green "In stock Reminder" tab on the right of the product screen to be notified if/when the desired merchandise has been restocked.
If you do not see this tab, please check our site for stock updates.
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.
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.
Photos Received (Incorrect Merchandise)
Thank you for sending in these photos of the incorrect merchandise. 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 immediately refund the cost of the item back to your credit card or PayPal account.
Please include a copy of the order’s invoice in the return shipment.
We again apologize for the inconvenience of this situation.
Order Error (Damaged Merchandise)
Hello xxxxx,
Given the circumstances of the situation, we can issue a refund for 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 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.
Photos Received (Damaged Merchandise)
Thank you for sending in these photos of the damaged merchandise. 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 with a copy of the order’s invoice using the return mailer so that you do not incur new shipping fees. Once we have received it, we will immediately refund the cost of the returned damaged merchandise back to your credit card or PayPal account.
We again apologize for the inconvenience of this situation.
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.
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.
Inventory Announcements
Hello xxxxxxxx,
Unfortunately, we do not have release dates or information regarding the restocking of merchandise. You may enter your information using the green "In stock Reminder" tab on the right of the product screen to be notified if/when the desired merchandise has been restocked.
If you do not see this tab, please check our site for stock updates.
Refund Response
Hello xxxxxx,
We apologize for any confusion. This is an automatic email sent once an order has been cancelled and refunded in our system. Please allow up to 72 hours for this refund transaction to be reflected on your credit card. The China Cat variation print will still be shipped to you in spite of this order cancellation and refund transaction.
We again apologize for any inconvenience.
Refund Response
Hello xxxxxx,
We sincerely apologize for any confusion on this matter. This is an automatic email sent once an order has been cancelled and refunded in our system. Please allow up to 72 hours for this refund transaction to be reflected on your credit card. The China Cat variation print will still be shipped to you in spite of this order cancellation and refund transaction.
Our records indicate that you were sent an email regarding this matter on 7/17. However, if you can not locate this communication, then I can relay the message that was stated in that email.
Unfortunately, due to a technical error the China Cat poster was oversold. We are deeply sorry for any disappointment and inconvenience this has caused you, and we have put in place measures to ensure that this mistake will not be repeated in the future.
As part of this process we will be refunding you for the full number of China Cat screen prints on your order. Please allow 3-5 business days for the refund to be processed. Once again we sincerely apologize for the inconvenience this has caused you.
By means of compensation for this error, we will also be refunding the cost of shipping on the balance of your goods, as well as sending you a variant edition of the China Cat print free of charge. Please note that the variant edition of the China Cat print is not currently available to ship, but will be shipping in the coming weeks. You will be notified in advance that it will be sent to you. Additionally, you will be given exclusive early access to purchase before it is placed on general sale if you would like to purchase more. You will be notified when your exclusive access to this product begins.
Once again, please accept our apologies for this issue.
Grateful Dead Misshipped Orders - Victim
Hello xxxxxxxx,
We would like to apologize as it has come to our attention that an error has occurred with your order. Our records indicate that your order has been shipped to the incorrect address. We are contacting our warehouse so that they will create a new shipment for your order. This new order will be shipping out of our warehouse within the next 48 hours.
In the event that we are unable to reship any particular item, we will immediately refund the cost of that item back to your credit card or PayPal account.
We again apologize for this situation and we are doing everything that we can to correct this error as quickly as possible. If you have any questions, please feel free to contact us.
Grateful Dead Misshipped Orders - Recipient
Hello xxxxxx,
We would like to apologize as it has come to our attention that an error has occurred with one of our Fare Thee Well store orders. Our records indicate that you have received an order that was shipped to your address in error. We are contacting our warehouse so that they will email a return mailer to you. Once you have received this return mailer, you can return this merchandise back to our warehouse without incurring any shipping costs.
We again apologize for any inconvenience that this error may have caused.