Welcome
to our help page. We've listened to your feedback and have made
it easy to find the information you're looking for. This page is
broken down below into the following categories: Top
Questions Asked, Ordering,
Shipping, Returns
and Miscellaneous.
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| TOP
QUESTIONS ASKED |
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| What are your shipping fees? |
|
Order Total
|
FedEx Smart Post
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Expedited
|
FedEx Standard Overnight
|
|
|
Ground
|
Delivery in 2-3 Business Days
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Delivery by Next Business Day
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|
1 item
|
$8.95
|
$13.95
|
$28.95
|
|
2 items
|
$10.95
|
$15.95
|
$30.95
|
|
3 items
|
$12.95
|
$17.95
|
$32.95
|
|
4 items
|
$14.95
|
$19.95
|
$34.95
|
|
5+ items
|
$16.95
|
$21.95
|
$36.95
|
|
|
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When will my order be shipped? When will it arrive?
|
If your order was placed Monday thru Thursday it will be shipped
the same day or the day after. If your order was placed on Friday
prior to 3:00pm PST, the order may be shipped the same day, if not
it will be shipped on Monday. You will receive an e-mail confirmation
once your order has shipped. Prior to checking out, you will see several
estimated arrival dates, depending on the type of shipping you select.
NOTE: For consumer protection, all orders are subject for review.
On occasion, this may cause a slight delay in processing your order.
Your patience is greatly appreciated.
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What's the status of my order? How do I track my order?
|
Once you have placed an order, you can check on its status at any
time. To track your order from this page, click
here. Once an order has shipped, you will receive a shipment
confirmation email that will contain your tracking information. |
|
|
Do you offer Gift Certificates?
|
Yes, we do! Gift Certificates can be ordered in any amount. They
are sent via e-mail to any individual with a valid e-mail address.
The recipient of a Gift Certificate will receive an e-mail with a
Gift Certificate code redeemable only on our website. Click
here for more information. |
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|
| Will my credit card be charged immediately? |
No. Your credit card will not be charged until your order is shipped.
When you enter your credit card information on the final review page,
we'll give you an order confirmation number. You will also immediately
receive an e-mail confirming that your order has been received. We
will send you another e-mail to notify you when your order has been
shipped and it is at that point that we charge your credit card. |
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|
| ORDERING
QUESTIONS |
|
|
Do you offer Gift Certificates?
|
Yes, we do! Gift Certificates can be ordered in any amount. They
are sent via e-mail to any individual with a valid e-mail address.
The recipient of a Gift Certificate will receive an e-mail with a
Gift Certificate code redeemable only on our website. Click
here for more information. |
|
|
Why should I become a registered user?
|
Being a registered user offers you faster checkout since you won't
have to re-enter your credit card or shipping and billing information.
When you place an order, that information is filled in automatically.
Also, registering makes gift giving simple. Your family and friends'
information can be saved in your Address Book, so you avoid typing
in their information each time you send a gift. Click
here to register now. |
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|
How do I change or cancel an order?
|
To cancel or change order you recently completed, simply go to
this page, log in and then click "cancel
order." If for any reason you would like to change your order,
please contact our Customer
Service Department as soon as possible. We will make
every effort to accommodate your request. However, please keep in
mind our system is designed to fulfill orders as quickly as possible.
As a result, we cannot cancel or change an order once it has entered
the shipping process. |
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What are my payment options?
|
We accept Visa, Mastercard, American Express, PayPal and our online
Gift Certificates. |
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|
| Are purchases on this website really tax free? |
Yes and no. We collect sales tax in states where we have a physical
presence. Currently, sales tax only applies to the states of California,
Illinois and Texas. |
|
|
| Is ordering over the internet secure? |
Yes. Secure Socket Layer (SSL) encryption is used for every transaction
to ensure that your order is secure. SSL encrypts the transmissions
from our ecommerce servers as well as your computer. SSL encryption
works by forming a matched pair with the transmission from your computer
and our server, so that only data to and from these sources can be
valid. |
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|
| SHIPPING
QUESTIONS |
|
|
| What are your shipping fees? |
|
Order Total
|
FedEx Smart Post
|
Expedited
|
FedEx Standard Overnight
|
|
|
Ground
|
Delivery in 2-3 Business Days
|
Delivery by Next Business Day
|
|
1 item
|
$8.95
|
$13.95
|
$28.95
|
|
2 items
|
$10.95
|
$15.95
|
$30.95
|
|
3 items
|
$12.95
|
$17.95
|
$32.95
|
|
4 items
|
$14.95
|
$19.95
|
$34.95
|
|
5+ items
|
$16.95
|
$21.95
|
$36.95
|
|
|
|
|
| What's the status of my order? How do I track my order? |
Once you have placed an order, you can check on its status at any
time. To track your order from this page, click
here. Once an order has shipped, you will receive a shipment
confirmation e-mail that will contain your tracking information. |
|
|
| How do I know that my order has been shipped? |
When your order has been shipped, we will send you an e-mail with
your tracking number and a link to where you can track it online. |
|
|
| When will my order be shipped? When will it arrive? |
If your order was placed Monday thru Thursday it will be shipped
the same day or the day after. If your order was placed on Friday
prior to 3:00pm PST, the order may be shipped the same day, if not
it will be shipped on Monday. You will receive an e-mail confirmation
once your order has shipped. Prior to checking out, you will see several
estimated arrival dates, depending on the type of shipping you select.
|
|
|
What's the difference between "Order Date" and
"Ship Date"?
|
On most websites, "Order Date" and "Ship Date"
are not the same. For example, if you place an order on Friday at
11:00pm PST, your package will not ship until after the weekend. Although
most orders are shipped the same or next day, please take weekends
and holidays into account when considering the shipping date. |
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What countries do you ship to?
|
Currently, we only ship to the domestic United States. |
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| Do you ship to PO boxes or APO/FPO addresses? |
For security reasons, we do not currently ship to P.O. boxes or
APO/FPO addresses. |
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|
| If I send my package as a gift, will the recipient receive
the invoice? |
Yes. If you would like us to remove the invoice from the package,
please send us an e-mail immediately after your order is placed by
using this form. |
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|
| RETURNS
& EXCHANGES |
|
|
| What is your return/exchange policy? |
We guarantee our merchandise to be free of manufacturing defects
and will accept any defective item for refund or exchange. Unwashed,
unworn, unused or defective merchandise may be returned within 30
days after purchase for an exchange or refund. Merchandise received
after 30 days will be subject to a 15% restocking charge. Merchandise
received after 45 days will only be accepted at our discretion for
an online store credit. PLEASE NOTE: No returns or exchanges will be accepted on Swimwear or Intimates.
We will only refund shipping charges if we sent the wrong item or
the item sent was defective. If you are making an exchange because
you would like a different size, style or color, you will be charged
for shipping on your exchange. The return/exchange value is determined
by the last retail price of the item.
Please note merchandise purchased from other retailers, including
department stores or specialty stores must be returned to the store
from which it was originally purchased, and is subject to the return
policy of the originating retailer.
Additionally, purchases made on this website cannot be returned or
exchanged to a Paul Frank retail store. Purchased made via our website
need to be returned or exchanged via our website.
Please use the most economical shipping method for your return. Due
to security constraints, we cannot reimburse you for an amount greater
than your purchase amount.
Returns & Exchanges will only be accepted with a completed return
form. Log into your account, click on "View
Order" and on the following page click on the "Return or
Exchange Items" link. Follow the easy steps, print the final
page and include it in your return box. All returns must have the
Invoice in order to process the return. |
|
|
Can I Return or Exchange the product I buy on Paul Frank.com
to any of the Paul Frank Retail Stores?
|
Because our stores are licensed and operate independently, returns
and exchanges may not be made through our Paul Frank retail stores.
All internet returns and exchanges must be processed
through the website. |
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Where do I ship my return or exchange?
|
Returns and exchanges must be mailed to the address on our return
form. You must use our return form to properly process your return/exchange.
Go here, click on "View
Order" and on the following page click on the "Return or
Exchange Items" link. Follow the easy steps, print the final
page and include it in your return box. |
|
|
How should I ship my return or exchange?
|
Pack and seal your box securely, in the original packaging if possible.
To be properly processed, your return/exchange must include a completed
return form. Go here, log
in, click on "View Order" and on the following page click
on the "Return or Exchange Items" link. Follow the easy
steps, print the final page and include it in your return box. You
should ship your return/exchange with a carrier who will provide your
package with a tracking number to ensure that your package does not
get lost. Packages must be returned prepaid. We do not accept COD. |
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|
When will my credit card be refunded?
|
Once your package has been received, your refund or exchange will
be processed within 3-5 business days. If there is a refund due, a
credit will be issued in the original form of payment.
The credit may not show up until your credit card's next monthly
billing cycle. You will be notified via e-mail when this transaction
has taken place. Please note that your banking institution may require
additional days to process and post this transaction to your account
once they have received the information from us. |
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|
| MISCELLANEOUS
QUESTIONS |
|
|
Where can I find a store near me that carries your products?
|
Searching for a store near you that sells our products is easy,
just visit our Store
Locator page. |
|
|
Can you tell me when new products or special promotions
are announced?
|
Yes. Simply register
with us and you will be eligible to receive e-mail updates on new
products, sales, events and other special announcements.
Click here to get started. |
|
|
What is the Address Book and how do I use it?
|
Being a registered user offers you faster checkout since you won't
have to re-enter your credit card or shipping and billing information.
When you place an order that information will be filled in automatically.
Also, registering makes gift giving simple. Your family and friends'
information can be saved in your Address Book, so you avoid typing
in their information each time you send a gift. Click
here for more information. |
|
|
| Are the products on the website the same as in the stores? |
Yes. Although our website may have a different assortment than
a store in your area, the products are the same. To find a store in
your area, click here. |
|
|
| Is my personal and credit card information safe on your
website? |
Yes. We've taken several steps to ensure all information received
from our online visitors is secure from unauthorized access and use.
All transactions are completed on a secure server. In secure mode,
your computer and our server send data back and forth in an encrypted
format. |
|
|
| I bought your product on eBay, is it authentic? |
We have been getting complaints from customers who have purchased
on eBay (or other auction/web sites) in regards to counterfeit products.
To be sure that you're not buying a counterfeit product, we suggest
you shop on our website or from one of our authorized retailers. |
|
|
| What is your privacy policy? |
We will never share your e-mail address or personal information
with any third parties. Any information collected on this website
will be used for fraud control, order verification or internal marketing
purposes only. For more details on our privacy policy, click
here. |
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