FAQ

Some of your Questions:

 

Q. How can I cancel my order?

You may call us at (877-684-7643) to cancel your order if the order was placed in the same day.  If order was placed on a previous day, we can no longer cancel the order.  You will be responsible for returning the merchandise to us if you no longer wish to keep.  All returns can be sent to:

Returns
7200 Industrial Row Drive
Mason, Ohio 45040

 

Q. Can I add/change/remove items to my order?

After an order has been submitted, we cannot alter an order in any way. The order would need to be cancelled in the method above, and a new order placed with the corrected merchandise or a second order will need to be processed.

 

Q. What shipping methods are offered?

All orders will be shipped via FedEx or USPS, depending on the option you choose. Please note, shipping times are based on business days, Monday - Friday. Weekend days are not included as shipping days.

 

Q. What is your Exchange and Return policy?

We will accept any unused product within 30 days from the time the order was placed, however, we do not accept returns or exchanges on merchandise with custom embroidery added.

 

Q. I need to return an item, what do I need to do?

You may contact our Customer Service Department (877-684-7643) regarding any returns. If merchandise was damaged in shipment, please call our Customer Service Department (877-684-7643) as soon as possible. The carrier will need to inspect the shipment and a claim will be submitted.

 

Q. How do I return/exchange an item?

You may return your product using the carrier of your choice. Please include a note with your order as to the reason for the return and if you want an exchange or credit to your payment method. Please include your order # as well.

 

Q. Can I send my item as a gift/place a note with the merchandise?

Yes, you may send your item as a gift. We do not offer a personalized note placed I the order. The packing slip does not show any pricing information.

 

Q. Can I pay with a check?

We do not accept payment with a check. Only the methods that show available on the website.

 

Q. Why don't you offer more shipping options, i.e. UPS?

We have negotiated the best pricing with FedEx to pass along to our customers. USPS is a less expensive rate which we also offer as an option to our customers.

 

Q. How long will it take to receive my order?

You may view standard FedEx shipping rates by visiting the Deliver Info section

 

Q. I request a signature proof for delivery?

Yes, you can call customer service at (877-684-7643) with your order # and request this method prior to the order shipping.

 

Q. What will you do with my email address?

Your email address is used to send you the order confirmation and to notify you when your order has shipped. We do not rent, sell or share your email address with any outside sources.

 

Q. Will I receive a receipt in the mail?

We will not mail a receipt. When you set up an account, you will be able to view and print your invoices from the 'My Account" tab on the website.

 

Q. Do you offer backorders?

We do not offer backorders for items.

 

Q. Can I have items sent overnight or sent two-day FedEx?

Absolutely. These options are available at check-out. Please note that shipping days are estimated using weekdays. Weekend days are not considered a shipping day.

 

Q.How long will it take for out of stock items to be restocked?

Each item varies as to when quantities will be restocked. Each product will show when the item is estimated to be back in stock. You may also ask to be emailed when an item is in by clicking the link inside the product page. Please check back daily as stock is replenished each day.

 

Q.Why am I being charged sales tax?

Touchstone is required by law to charge sales tax in all of the states in which Touchstone has a physical presence. the states in which we are required to charge sales tax are: California 8.25%; Indiana 7.00%; Ohio 6.5%. if your sales tax rate is different the website automatically calculates the rate based on the correct rate.

 

Q.Why am I being charged sales tax on shipping?

We are required by law to charge sales tax on shipping and freight charges on all orders shipping to the following states: Indiana 7.00%; Ohio 6.5%.

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