|
SittingOnARainbow's
Questions & Answers |
If you do not see your answer here, please
email us on the Contact
Us section. |
|
Questions |
Answers |
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Q: What is the
address of your offices? |
A: We are at
168 7th St.,
(between 2nd and 3rd Avenues) in Suite 1A (Ground Floor). |
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Q:
Can I pick
up an order in person? |
A: Although we do
not have a physical store, our offices are in Brooklyn at 7th St. between
2nd and 3rd
Avenue, Suite 1A. You are
welcome to visit us to purchase M-F, 9am to 6pm EST. Take the
F train to 4th Avenue or M,R train to 9th Street. |
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Q: I cannot
complete my order online. What should I do? |
A: Call us Monday through
Friday, 9am to 6pm EST and speak with a helpful sales agent to complete your order over the
phone at 212.769.0536. |
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Q: Do you accept
checks or money orders? |
A: Yes, we
accept check and money orders only for domestic (US) requests. Please
choose "Mail Orders" as the payment method during Step 2 of the checkout.
Your order will be shipped once we receive payment. The check should
be made out to SittingOnARainbow.com and mailed to SittingOnARainbow.com Payments, 168
7th St., Suite 1A, Brooklyn, NY 11215. |
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Q:
How much does it cost for shipping and
handling within the US, Puerto Rico and Canada? |
A:
We
use standard UPS shipping costs. The pricing is dependent on the zip code of the shipping
address and the weight of the package. UPS Ground (including Alaska, Hawaii and Puerto
Rico) starts at around $5.21 and increases the further distance you are from New York City.
Using UPS Canada Standard costs $8.44 and above. A handling fee of $2.50 is a separate charge
applied to every internet order. |
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Q:
Does
SittingOnARainbow.com ship internationally? |
A:
Yes, we do ship international orders (4-8 business days) using
UPS Worldwide Express.
Shipping costs start at approximately $36USD for most countries, and the
price goes up several dollars for each additional pound. UPS
Standard is a more affordable option for all orders shipping to Canada,
and can take between 3-8 business days in transit, depending on customs.
You will see your shipping charge during the checkout process. If
NYCwebStore.com needs to confirm the validity of an order--confirmation by
the customer may delay the shipment of the order. |
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Q:
How long
does it take for my package to arrive? |
A:
Since most of our orders are shipped from New York City, this time frame can
range from 1 to 5 business days using UPS Standard Ground as the shipping
method. Please visit the following page
UPStracking
for the transit time map. Quicker service is available
using UPS 3-Day Select, UPS 2nd Day Air, and UPS Next Day Air.
Note:
Orders placed after 12pm will not ship before the next business day.
We attempt to ship the same day or the following business day after an order
is placed. Business days are Monday through Friday. If NYCwebStore.com
needs to confirm the validity of an order--confirmation by the customer may
delay the shipment of the order. |
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Q:
I still don't know which shipping option is best for me. Please
explain all of the domestic UPS options in detail. |
A:
UPS offers a variety of shipping options for service you can rely on. UPS
Ground is our most affordable method for domestic shipments, and its
normal time in transit can take anywhere from 1 to 5 business days,
depending on where you are sending the package in the US. Please click on
the following link,
UPStracking, to
determine your expected time. 3 Day Select guarantees your
delivery on the 3rd business day after it ships.
Although UPS only delivers on business days, which are Monday through
Friday, there are exceptions using 2nd Day Air and Next Day Air.
2nd Day Air guarantees delivery on the 2nd business day
after it ships. Saturday delivery is available with an additional
$12.50 when it is shipped out on a Thursday. It is necessary to include the
words "Saturday Delivery" in the Special Instructions section of the
checkout
process. Next Day
Air guarantees delivery the following business day after it is
shipped, by 10:30am to businesses and by the end of the following business
day for residences. Saturday Delivery is available for $12.50 extra when
it ships out on a Friday.
It is necessary to include the words "Saturday Delivery" in the Special
Instructions section of the checkout process. |
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Q:
What if UPS is unable to deliver my package,
and it is returned to SittingOnARainbow.com? |
A:
SittingOnARainbow.com will make every effort to get in touch with you via email
and telephone concerning a returned package. You can also reach us at
212.769.0536 or at
store@sittingonarainbow.com to let us know of an alternate address to ensure
the reshipment will be delivered. Depending on the UPS service
requested, we will charge the original card for the 2nd shipping
cost. If you choose not to have it mailed out, we will refund the cost
of the item(s) (shipping, handling and gift wrap are non-refundable), and
email you with this confirmation. |
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Q:
What could
delay my order? |
A: Here
are a few reasons your package may be delayed:
-If
a product is on backorder normally we will wait a few days, if necessary, to ship all
parts of your order at the same time. If the wait for one part of the order
will take more than five business days to fulfill, we will ship the first
part and then ship the second part via UPS Ground separately. Customers will be contacted if additional shipping fees are
required. Orders using expedited delivery will
be informed as to the status of the order components.
- The address
entered in the Billing Information section during checkout does not match what the credit
card company has on file. An inquiry to the customer must be made in order to avoid any
possible fraud -
A product may no longer be available in the requested style/size, and emails
and phone messages to the customers have not been answered.
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Q:
What does it
mean when an item is backordered? |
A:
When an
item is unavailable to send out for several days or more, we put it on backorder until it
becomes available. We try to include an estimate of its shipping date both on our website and
on your invoice. |
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Q:
A product says "Please add 5-7 business days to the delivery time of this
product." What does this mean? |
A:
Items describing additional times for its delivery are shipped directly from
our affiliate warehouses or
directly from the artist, depending on the product. While we try to
keep inventory in our office and warehouse in Brooklyn, some products are
made on demand and require additional shipping time. |
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Q:
What if
there is a problem with my order once I receive it? |
A:
Please notify us within 7 days of delivery either by phone,
212.769.0536, or through email at
store@sittingonarainbow.com
if you receive an incorrect (note: not incomplete) order or
damaged item. If an error is made, we will exchange the items and pay for
shipping both ways via UPS Ground only. Once we are notified, a hold in the
amount of the replacement item(s) plus shipping will be placed on your
credit card and will be voided once the damaged/incorrect item(s) are
returned. If the
item(s) are not shipped within 7 business days of
its most recent delivery date, your credit card will be charged for the
amount of the hold. Please notify us immediately if no return label is
included in the reshipment. We will do our best to resolve the problem. |
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Q:
I
received a gift, and it is damaged. What should I do? |
A:
Please notify us immediately either by phone,
212.769.0536, or through email at
store@sittingonarainbow.com
if you receive a damaged item. If it was not a result of UPS'
handling of the package, we will exchange the items and pay for shipping
both ways via UPS Ground. In this case, replacements can only be sent when
we have the damaged item in our possession. We will issue a return
shipping label via email to the receiver the same day we are notified, and
once we have it back in our possession and confirm it is damaged, we will
send out a replacement. When a damaged item(s) is returned and determined to
be resalable by the NYCwebStore.com team, the cost of shipping both ways
will be charged to either the biller or recipient. If an item is needed
sooner, the receiver's credit card number will be necessary to send out a
replacement. A hold in the amount of the replacement item(s) plus shipping
will be placed on your credit card and will be voided once the item(s) are
returned, and we have determined that it is indeed defective. If the product(s)
is determined to not be defective by NYCwebStore.com, the credit card will be charged for the
shipping cost to and from your residence and any difference in the final
price of the merchandise. Please notify us immediately if a return
label was not received. We will do our best to resolve the problem. |
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Q:
How can I return an undamaged item for a refund or exchange? |
A:
There is a
30-Day return policy from the date of purchase in which you can
request a refund. After these 30 days, a store credit in the product's
price will be emailed to you in the form of a coupon code. Exchanges can be
made up to 60 days from the purchase date. You may send any valid
returns and/or exchanges to the following address: SittingOnARainbow.com/
Returns/ 168 7th St., Suite 1A/ Brooklyn, NY 11215. Once we
receive an unused, undamaged return, we refund the subtotal amount
(shipping, handling and gift wrapping are non-refundable). When an
exchange is ready to be sent out, we will charge the appropriate UPS cost
for its reshipment. |
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Q:
I want to return
a product with GC- in the product ID, so how do I go about doing that? |
A:
As we cannot accept any returns of these items to our office in Brooklyn,
please contact us either by phone, 212.769.0536, or
through email at
store@sittingonarainbow.com
, so we can give you the return address. All returns
of undamaged and in perfect condition GC- products carry a restocking fee of
15% when received within 30 days of the purchase. No returns can be
excepted after the 30 day return period. |