- The most common problem
is that many people have
DIFFERENT HOME/SHIPPING addresses from
their BILLING address and either forget,
or do not think it matters. IT DOES!!!
For your protection, we use something
called AVS (Address Verification Service)
which verifies that the BILLING
information you provide is the same as
your credit card provider has on file.
MANY PEOPLE forget that their billing
address (the address that their credit
card bill actually gets sent to) is
different. If someone has moved in the
last couple of years OR gets their mail
forwarded to them, this is probably the
culprit. AVS (Address Verification
Service) will NOT allow the transaction
to go through unless the Billing address
AND zip code match. If you do not know
what address your credit card company has
on file, call them and ask (the phone
number is most likely on the back of your
credit card).
- Please Note: If you make
several attempts at placing an order with
the improper Billing Address information,
this could trigger your credit card
company's fraud control. At the very
least they will temporarily deduct the
attempted transaction amount from your
available credit, and possibly even turn
your card off.
- The SECOND most common problem
is entering an inappropriate SHIPPING
METHOD
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Most problems with international
ordering attempts stem from the customer
not choosing the correct UPS SHIPPING
METHOD. Make sure that either
Worldwide Express or Worldwide
Expedited are chosen (the difference
is that worldwide express is quicker and
more expensive)
ALSO make sure the correct country is
chosen, otherwise the zip code will be
rejected.
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If after
filling in your correct information such
as shipping and billing address if you
receive an error code instead of a
confirmation that the transaction was
approved, check three things first: That
your zip code is correct, that your
shipping method is appropriate for your
shipping address, and that you have
chosen the appropriate
country.
The Error
codes "only accepts five digit zip
code" or "invalid shipping
method" are usually generated because
the customer lives OUTSIDE of the US and
has chosen the incorrect shipping. Make
sure to enter the correct country and
appropriate shipping method
"Invalid
e-mail address"
Usually a result of the customer giving a
false or incomplete e-mail address: NOTE:
e-mail address is important because the
customer will receive an e-mail
confirmation of order, receipt, as well
as the UPS tracking number. Without the
correct e-mail address, the customer will
not be able to track the package because
customer will not receive the receipt
with the invoice number.
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This obviously depends on the shipping
method chosen, All packages are sent UPS
and for an exact time-in transit, customer
can go to www.UPS.com.
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The credit card statement will
only say sheersplendor.com, if someone
inquires what exactly was purchased, they
will only say "cosmetics" or "nutritional
supplement". It should in no way disclose
the specific nature of the
product
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You probably were not. Did you
make one or more FAILED attempts at
processing an order? Every time you
attempt to process an order, even if it
fails, (because you put the wrong
corresponding zip code or shipping method
etc.), the credit card company
"authorizes" your credit card for the
full amount. This is not a charge, only a
reduction of the available credit.
Depending on your specific credit card,
the authorization should disappear
automatically within 3-30 days. If you
have any specific questions regarding
these authorizations and when they will
disappear, please call your credit card
company. Rest assured, you were only
CHARGED for the transaction that was
fully processed.
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If you take the tracking # (sent to
you by e-mail when the package was
processed) and enter it on the tracking
page at
www.sheersplendor.com/ups_track.htm
or www.UPS.com, you
will be able to see where it is in
transit and when the expected delivery
date is. In some cases, you may also need
to input the shipping zip code as well.
If you have any questions or problems
with tracking your package, please fill
out our
customer service form.
Please note, it usually takes one (1)
full business day from your purchase
before the tracking number is available
in the UPS system.
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Yes, you may enter the check
information instead of credit card
information on the last page of the
shopping cart.
Note: Only available to US
customers
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No, in order to keep prices low
and maintain efficiency we only process
orders electronically. Our processing
server is 100% secure and encrypted, and
your information is guaranteed safe. By
today's standards it is very difficult
for an unauthorized person to see any of
your information. If we had to process
orders manually we would have to raise
our prices, and we want to keep the
products affordable to everyone. If you
still feel uncomfortable because you are
unfamiliar with online purchases, you may
call the Order Hotline at 866-475-4424
and an operator will take your order over
the telephone.
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We
are so confident that you will be satisfied with our products,
we offer a 30 day money back guarantee. If for any reason
you are unsatisfied , you may return the product to us
for a refund of the product's purchase price, not including
shipping/handling charges if applicable. Although over
98% of our customers are satisfied with our products and
service and we are striving to make this rate of satisfaction
100%, we realize that occasionally some people will not
be satisfied. We want you to be happy with our products
and services and recommend us to your friends. We will
do anything we can to make you, our valued customer, satisfied,
by either issuing a refund or replacing the item free
of charge, whichever you choose. Please note: We cannot
replace or exchange a product AND issue a refund, it's
"either or", not both.
Note:
A $5 handling charge will be applied against the credit
of the product's purchase price for each product returned
for a refund.
Instructions
for returning a product:
In order to receive a refund, the product must be returned
to our company. Product must be returned in original
box, and should be placed in a larger box or padded envelope
to insure against damage (use the one we sent to you
originally!).
Products
made of glass should be repackaged with care to insure
against breakage. For our employees' safety, any box that
contains broken glass will be discarded and a refund will
not be processed (we cannot instruct our employees to
pull out broken glass pieces from boxes for obvious reasons).
In
the box with the product please insert the return form
with all required information filled out and signed. Click
here to print out the return form. The return form
MUST be included in the box.
Mail
the product with the return
form to the address provided on the form.
We
suggest that you mail it to us return receipt requested
and insured, however we will accept any type of delivery
service such as Federal Express or UPS etc. Although returns
are processed immediately as received, sometimes it takes
a while for your credit card company or bank to credit
your account. Please allow 2-4 weeks for the credit to
show up on your next statement.
Instructions
for exchanging a product:
please fill out our customer service form
and include your name, order number (your order number
starts with a one and four or five 0's i.e. 10001234 or
10012345) and product you wish to exchange or replace.
Or,
simply call toll free 1-866-475-4424 and ask to speak
to the customer service department, they will be glad
to assist you (exchanges only).
Please
note: all exchanges are shipped UPS ground, please allow
1-7 days for delivery. Exchanges for orders outside of
the continental United States may incur additional shipping/handling
charges.
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