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FAQ

FAQ

SHIPPING:

Q: When will I get my order?

A: You should receive it within 4-10 days, in the US, from the time you place your order. We ship generally within 2-3 business days, and shipping can be 2-7 days. Expedited shipping options are available during checkout.  We ship expedited orders within 1 business day.

Q: Do you ship on Saturdays?

A: Sometimes! However, no one picks up the packages until Monday. We do this to try to help get more orders out than we would just shipping on Monday. Thanks for your understanding.

Q: Can we use your photos?

A: You can use our product photos for your websites and to sell the product. However, you may not use our photos with our model children in them. This is prohibited.

Q: Which carrier do you ship with?

A: We ship with UPS and USPS, depending on your location and the weight of your order. We cannot tell which way it will be shipped until your order is processed. We try to minimize our shipping costs so we can pass the savings to our customers. If you need a package quickly, at times you will need to pay a bit more to upgrade to USPS if your package was going to be sent UPS Ground.

Q: Is there a cut-off time for expedited/rush shipments?

A: Yes. Our shipments through USPS pick up arond 1:00 in the afternoon MST. You must have your order placed before 12:00 MST in order for us to get it out on the same business day.

Q: Is it $6.95 shipping to Alaska and Hawaii too?

A: No, it is figured out on the shopping cart when you check out.

Q: How much is the rush fee and what does it do?

A: The rush processing fee is $6.00 and can be added during checkout on the address information page. It moves your order to the front of the line ahead of the other orders and gets it shipped out with our next available shipment. It does not change the shipping method, but it allows for sooner shipping from our warehouse. We only ship Monday through Friday, so rush orders from Friday afternoon and the weekend will be shipped the following Monday.

Q: Do you expedite shipping?

A: It will cost additional shipping, but we can ship UPS Next Day, 2 Day, & 3 Day. It is determined by weight and location. 

These shipments go out early afternoon, so be aware of that when placing your orders. Payment must be received for the shipping before we can ship it.

Q: Is Express Mail 1 Day Shipping?

A: Express mail shipments within the US can take up to two days to get to you once it ships out. Because our shipments do not pick up until afternoon, sometimes the mailman doesn't reach the sort facility in time for next day delivery. If you need next day guaranteed delivery, you may put this information in your order comments and we can call you with UPS next day air quotes.

Q: Do you ship internationally, and how much is it?

A: Yes, we do ship to international locations. Our shopping cart calculates the cost of your order for shipping. It will be applied to your order during checkout once you put in your address information. Internationally shipping is 6-21 days, but to some countries it can take a little longer so keep that in mind when you place an order. The shopping cart will calculate the best guess. In some instances more money for International shipping will be needed and we will contact you regarding that.

Q: Can you change what you put for International shipping? Can you say it was a much lesser amount than what I spent, or say something different is in the package?

A: Sorry, the answer is no. This is against our company policy. We put what the contents are and the cost for customs.

Q: Do you have tracking numbers for the orders?

A: Yes, an automatic email will be sent to you when your order is shipped. It may be coming from a different email address than your order receipt, so please check your spam or junk mail box. If you do not receive it, please email us at customerservice@alwaysunderpay.com and we will send you the tracking number again.

Q: What if I do not receive my package?

A: USPS priority mail is generally 2-3 day shipping and UPS ground is 5 business days, but it is not guaranteed. Delays in shipping can occur and are beyond our control. Please track your package online to see its progress. After 10 days from the ship date we are able to submit a claim with the post office for packages that are not delivered. We must be notified within 2 weeks from the shipment date that you have a lost package or there is nothing we can do.

Q: What if I make a mistake on my shipping address?

A: If you realize that you made an error in writing your correct shipping address, please contact us immediately. If your order is already shipped, we will then have to wait until we receive your package back, and then you will need to pay the shipping charges again to ship your package. The shipping charge you pay is a one time shipping charge. If you make an error, it is your responsibility to pay to ship it again. Any refused or returned/cancelled items or packages will incur a 15% restocking fee.

Q: Can I pick up Facebook offers at your warehouse?

A: We are very sorry, but due to the overwhelming response we get with Facebook offers, we are not able to allow for pick-ups at this time. Also, orders cannot be combined. Once a coupon code is issued, it is for new orders, and we do not combine Facebook Offer orders. Thanks for your understanding.

 

RETURNS:

Q: Do you accept returns or exchanges?

A: Items that we are no longer carrying, or that are on clearance will not be able to be returned. Please contact us if you wish to return other items. There is a 15% restocking fee for all returned items. They must be unused and in original packaging. Returned items must be received back to our warehouse within 30 days of having placed your order. All postage costs to return an item to us, is solely the responsibilty of the customer.  You will now need to login to your account and request a return and you will be provided further instructions.

*Include your name, order number, phone number, email address, and reason for return or we will not be able to complete your return. If you wish to exchange it for a different item, state what you want to exchange it for. The customer will be responsible for shipping cost of the new item(s).

 

Q: What if my items are damaged, defective, or missing from my order?

A: Please review your order as soon as you receive it and contact us immediately if there is a problem. We must be contacted within 7 days of receiving your order.

We have a full time staff who works hard and triple checks orders for accuracy. If there is a problem, we do apologize, but please know that we are doing everything in our power to prevent mistakes.

Note on flowers: Our flowers come prepackaged. We don't have the ability to go through each bag of flowers to check for any defects. There may be one or two, on occasion with glue, or not straight edges. Our price reflects this reality, so please take that into consideration when purchasing bulk flowers.

 

Q: Your site lets me add a product to the cart, but now you are calling me because it is out of stock, why?

A: Although we try very hard to keep accurate inventory in our system, occassionally a mistake will happen and you will purchase an item that has sold out. We sincerely apologize if this happens to you. Rest assured, we will call you to see what you would like us to do.

 

Q: I have a tax ID, is there a place to enter it?

A: Tax will only be charged to customers in the state of Utah. If you are in Utah and have a tax ID, please include it in the notes during checkout, and we will be able to refund the tax.

 

Q: Do you do local pickup?

A: Yes, you can pick your order up from our warehouse once it has been processed. In the notes during check out state that you would like to pick it up, and we will contact you when it is ready! If you would like same day pickup, you would need to include the $6 rush fee. We will then refund shipping, minus the $2 handling charge.

 

SPECIAL ORDERS:

Q: If I buy in larger quantities can I receive a greater discount?

A: Our prices have been discounted already from our retail prices.

Q: Can you do special orders if I want a similar item in a different color or size?

A: The minimum quantity for special orders is generally 12 dozen of an item (sometimes less, feel free to ask about MOQ). It will take at least two months (unless you pay for international air shipping for your goods) for us to receive the items. Please contact us to see if the items you want are available for special ordering.

Q: Do you ever get new items in?

A: We get new items in on nearly every shipment. Be sure to sign up on our mailing list to be notified of new items!

Q: Are your colors always the same?

A: While we try to ensure that colors are always the same, each batch has a new dye lot. Every dye lot may vary in color, please take this into consideration when ordering! No refund can be given because a color has changed from one batch to the next.

 

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Copyright 2016 Alwaysunderpay.com. All Rights Reserved.
1075 S 1680 W, Orem, UT 84058
Call us @ 801-805-6667
We are open Monday thru Friday, 8am to 4pm MST. Closed Federal Holidays
We accept all major credit cards and PayPal
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