Frequently Asked questions
Welcome to
the Towels By The Pound Frequently Asked Questions (FAQ) page.
If you cannot fine the answer to your question here, please e-mail us
your question and we will respond promptly
Which credit cards do you accept?
Can I cancel my order?
I canceled my order but I haven't received a credit yet.
Can I return an item that is damaged, defective, or I just don't want?
What happens if the item I ordered is not available?
Why was I charged sales tax on my purchase?
How long will it take to receive my order?
Can I have an order shipped to my P.O. Box?
Can I ship my order to a different address?
How are shipping charges calculated?
Which credit cards do you accept?
Visa, MasterCard and Discover / Novus cards are accepted, as well as debit
cards which bear the Visa or MasterCard logo. Regretfully, American
Express is not accepted.
Can I cancel my order?
Yes, you can, as long as the item has not been received by the vendor or
shipped. If the order has already been sent to the vendor we will
attempt to cancel the order, but cannot guarantee that the cancellation
will be possible. If you do receive an order that was canceled, accept
delivery of the item and call the Customer Service Center for return
instructions.
I canceled my order but I haven't received a credit yet. How long do
credits take? We submit all requests for credits within 24 hours of receipt; however,
it may take 7-10 business days for you to receive your credit. You
should see this on your next credit card statement or the following one,
depending on where you are in your billing cycle.
Can I return an item that is damaged, defective, or I just don't want?
If, within 30 days, you are not satisfied with your purchase, we will
replace the item or provide a credit for the full merchandise amount
less any shipping charges. Special orders from certain mills require a
restocking charge. Items that you laundered/used cannot be returned.
Merchandise returned without authorization will be refused, and the
carrier will charge you freight in both directions. To avoid a
restocking charge, please return your merchandise in the original box
and packing materials.
What happens if the item I ordered is not available?
Our vendors ship products before the estimated delivery in the vast
majority of cases. On occasion, however, an order may be delayed due to
availability or other circumstances. In the unlikely event there is a
change or delay in filing your order, we will notify you via phone,
postal mail or email. We know that this can be inconvenient, and we will
offer you one of the following alternatives as appropriate to your
situation:
Offer an ALTERNATE selection of equal or greater value.
Offer a BACKORDER and new estimated delivery. You can wait for the new
delivery date, or cancel for a full refund at any time prior to
shipment. CANCEL your order. Although we update our computer system with new
information from our vendors, you can call our 800 number for the very
latest merchandise in stock. On rare occasions new circumstances come to
our attention after the placement of your order. Therefore, we reserve
the right to cancel your order for a full refund at any time.
Why was I charged sales tax on my purchase?
State tax is applied to an item if Status Enterprises, Inc. d/b/a Towels
By the Pound conducts business in the shipping address state.
How long will it take to receive my order?
The standard shipping time for orders shipped via
UPS ground is 4-7 days. Large quantities of items 3 or more cases may
take slightly longer. Rush orders are available.
Can I have an order shipped to my P.O. Box?
No. The vast majority of our merchandise is shipped via UPS, and a valid
street address and zip code is needed for proper delivery. If a P.O. Box
is used as a shipping address, an error message will appear when
submitting the order. If items are to be shipped outside the continental
United States, call our Customer Service number at 800-962-6559.
Can I ship my order to a different address?
Yes! When you place your order and fill out your
order form, just replace your address with the address you want to ship
your merchandise to, then continue. Remember to use a street address,
not a Post Office Box, for any shipping address, and include zip code.
How are shipping charges calculated?
Shipping charges vary according to product weight and destination.
Most products are shipped via UPS (because they offer package insurance
and excellent tracking software) with basic charges. Larger items are
generally shipped via common carrier, unless otherwise specified. We
have several shipping methods available and will ship the most
economical method, unless a shipping preference is specified. |
