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Frequently Asked Questions

ORDERS

Will I receive a confirmation e-mail?
How do I make a change to my order?
Can I cancel my order?

My credit card shows multiple charges.
What types of payments do you accept?
What if I need two items to match, but am placing them in separate orders?

SHIPPING

When can I expect my order to ship?
How will I know when my order is shipped?
What shipper do you use?

How do I get expedited shipping?
What if my item was damaged during shipping?

RETURNS/EXCHANGES

How do I return my item?
How do I exchange an item?
What is the return policy for sale items?

When will my refund be processed?
Where do I ship my return?
What items cannot be returned?

PRODUCTS

How do I get a catalog?
Do you have a local store?

Do your sizes run big or small?
Can I receive swatches of the products?
I can't find a specific item on the website, can you help?

ORDERS

Will I receive a confirmation e-mail?

All completed orders will receive a confirmation e-mail.  If you do not receive a confirmation e-mail it is possible that you entered your e-mail address incorrectly or that the e-mail is in your spam folder.  Confirmation e-mails are sent from customerservice@puddlescollection.com.  

How do I make a change to my order?

Changes to your oder can only be made before the order has been processed.  If you need to make a change to your order, please call customer service or e-mail customerservice@puddlescollection.com

Can I cancel my order?

Your order may be canceled only before it has been processed.  Please call or e-mail customer service to find out if you are able to cancel an order once it has been placed.

My credit card shows multiple charges.

We promise that we have never charged a credit card more than one time. If you see multiple charges on your credit card then most likely you had to submit your order more than one time due to address verification or other credit card processing problems. When you place your order we receive an authorization for the amount of your order. We do not charge your credit card until we ship your order. If you are using a debit card, then the authorized amount will be removed from your available balance, even though we have not charged your card. If you are using a credit card then the authorized amount will show as pending. Since we require that the billing address entered matches the address for the credit card being used we decline all orders with address verification issues. Even though our system shows the transaction as declined the issuing bank still shows a valid authorization. Our declined transaction will get picked up by our credit card processor at the end of the day but it may take up to 5 days for your bank to clear up the authorization. This situation frustrates us also and we're sorry for any inconvenience this may cause you. We've contacted our credit card processor to see if we can avoid this situation but they said they cannot do anything differently.

What types of payments do you accept?

We accept Visa, MasterCard, American Express, Discover, and PayPal.

What if I need two items to match, but am placing them in separate orders?

Color varies by dye lot and availability of items can change.  If you are ordering for a special event, we highly recommend you place all of the orders at the same time.  If you place mutliple orders then make sure you place the orders the same day and notify us by e-mail that the orders are all for the same event.

SHIPPING

When can I expect my order to ship?

Orders ship within 1-5 business days of the order being placed depending on availability.  In the unlikely event that your item is on back order, you will be contacted directly at the e-mail address you provided by one of our customer service representatives.

How will I know when my order is shipped?

You will receive a shipping confirmation e-mail from customerservice@puddlescollection.com the day your item is shipped.

What shipper do you use?

Most orders are shipped through UPS.  UPS does not ship to PO Boxes.  Orders under $25 may be shipped through the USPS.  All international and military orders are shipped through the USPS.

How do I get expedited shipping?

During the check out process there will be an option to select your shipping service.  UPS 3 day select or 2 day are guaranteed by UPS to arrive.  This time frame does not include processing time (1-5 business days) or the day of shipping.  

What if my item was damaged during shipping?

Please contact customer service by phone or e-mail immediately if you received a damaged shipment.  A claim will be made with UPS for any item damaged during shipping.

RETURNS/EXCHANGES

How do I return my item?

If you need to return part of all of your order, you may request an RMA number on our returns page.  You can view our return policy for full details. 

How do I exchange an item?

You have two choices for an exchange:  1) Order the new item you need through our website and request return instructions for the original order.  2) Request an RMA number for an exchange.  You mail the item to us and when it is received we will mail the replacement item back to you.  Your card will be charged for the return shipping.

What is the return policy for sale items?

All sale items are returnable unless a coupon is used that states there are no returns.  

When will my refund be processed?

Your return will be processed within 3 business days of being received.

Where do I ship my return?

You will receive return information after requesting and RMA number.

What items cannot be returned?

Special orders, headbands, hairbows, socks, hosiery, tiaras, gloves, and clearance items.

PRODUCTS

How do I get a catalog?

We do not offer a printed catalog, all of our items can be viewed on our website.

Do you have a local store?

No, we are only an online store

Do your sizes run big or small?

The sizing for each manufacturer is different.  Always check the size chart before choosing a size.  

Can I receive swatches of the products?

We are not able to provide fabric or color swatches for our products since we are not the manufacturer.

I can't find a specific item on the website, can you help?

Absolutely!  If there is an item that you need that you cannot find on our website, please e-mail or call us.