| Ordering / Order Status |
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| Has my order shipped yet? |
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When your order ships, you will receive an emailed shipment confirmation, that will include the relevant tracking information for your package. As always, you can click the "My Account" link at the top left hand side of our site to check your orders status at any time. |
| How can I track my order? |
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When your order ships, you should receive an email that contains your package's tracking number. You can track your package online by clicking on the tracking link in the message. Or, you can click on the "My Account" link at the top left side of our site to check order status and track your order there as well.
Note: if your order is shipping to a PO box, the carrier is the US Postal Service and online tracking will not be available.
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| How long will it take for my order to ship? |
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Usually, orders are shipped within 24 hours of receipt of the order, but our maximum allowable time frame is that we ship all orders within 48 hours of receipt. Also, you can click the "My Account" link at the top left hand side of our site to check your orders status. |
| Is it possible to I change quantities, shipping method, or remove an item in my order? |
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To make any changes to an order once it has been submitted, please call, as soon as possible, our customer service department at 1-800-393-5436 Monday through Friday, 8:00 AM through 5:00 PM Central Time or email them at customerservice@romansunstone.com, with an explanation of the changes you would like to make. Generally, changes to orders aren't allowed via the website, since new orders are rapidly transmitted to our warehouse for processing. A customer service representative can usually intervene in the order fulfillment process up until physical shipment of the order. |
| My order hasn't shipped yet, can I cancel it? |
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Yes, you can cancel an order prior to it's shipment by contacting customer service at 1-800-393-5436 Monday through Friday, 8:00 AM through 5:00 PM Central Time or by emailing them at:customerservice@romansunstone.com. If you cancel your order prior to shipment, your full purchase price, including shipping costs will be refunded to you. Once an order is shipped, the product returns procedure must be followed to obtain a credit for the materials returned. Shipping costs will not be refunded. See our products return request form page for more information. |
| My order never arrived, I received the wrong item, or I am missing an item from my order. |
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Contact customer service at 1-800-393-5436 Monday through Friday, 8:00 AM through 5:00 PM Central Time or email them at customerservice@romansunstone.com for assistance. |
| What are my payment choices? |
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During the checkout process you may choose any of our current payment options including American Express, Mastercard, and Visa credit cards, and (in most instances) debit cards bearing those issuers' logos. Please note that we will not ship your order until payment is processed and verified. |
| How do I use a coupon code? |
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After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. Near the bottom of the shopping cart page you'll see a box where you may enter your coupon code. After typing the coupon code in the input box, be sure to click the button labeled "Apply To Order". |
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