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Privacy Policy
If you can't find the answer to the question you have below please don't hesitate to contact us
ORDERING
Can I order by phone?
No problem. Just give Customer Support a call and we will be able to help you.
Can I make changes to my order?
Providing your order has not already been packed we will try our upmost to help you make any desired changes. Just call Customer Support as soon as you realize you want to make a change. If your order has already been packed and shipped we can try and accommodate your needs via our returns process.
Do I get confirmation of my order?
Yes. We will send you an email to let you know we have received your order and then another email to let you know it has been packed, shipped and is on its way to you. If you have an account you can also log in at any time, and click on 'My orders' in the 'My Account' box on the lower left side of your screen, to check on your order.
Will my orders remain in my cart between browsing sessions?
For your convenience we keep items you place in your cart there between visits, regardless of whether you have an account with us or not. If this makes you uncomfortable you simply need to clear any FitzGerald Coleman cookies from your computer between browsing sessions. If you need help clearing cookies please contact Customer Support and they would be happy to walk you through the process. You can also find additional information about FitzGerald Coleman's commitment to your privacy in our Privacy Policy.
Can I view previous orders?
Yes. Providing you have an account, and you were logged in at the time you placed the order, just click on 'My orders' in the 'My Account' box on the lower left side of your screen, to view all your past order information.
PAYMENT
Which credit cards can I use?
FitzGerald Coleman accepts Visa, MasterCard, American Express and Discover Cards
Can I checkout using PayPal?
Absolutely. Just click on the PayPal button at the bottom of your cart once you are ready to check out.
Can I pay by check?
We do not accept eChecks at this time but we are happy to accept paper checks through the mail. Unfortunately we are unable to process your order until the check has been received by us and has cleared in our account.
What if I have an international credit card/billing address?
Providing your card account and billing address is in Canada or the UK you can use your card on our website. Should you find you are having problems placing your order online call Customer Support and we will do our best to assist you over the phone. Unfortunately we are unable to accept orders from countries outside the US, Canada or the UK at this time.
Why am I seeing tax added to my order?
Prices listed on the site do not include taxes and duties and we only add tax to your order in instances where we are required to do so by law.
In the US we are required to collect sales tax on orders with a shipping address in New York State and this is added to your total purchase price during the checkout process.
Orders shipped to the UK may require the payment of import VAT and/or UK customs duty, depending on the overall cost of the order. If this is the case the customer will be responsible for this payment upon delivery.
Orders shipped to Canada may require the payment of import duties, sales tax & a customs processing fee, depending on the overall cost of the order. If this is the case the customer will be responsible for this payment upon delivery.
Is the website secure?
Absolutely. All transactions on the site in which you enter personal or payment information are on HTTPS pages. Secure Sockets Layer ( SSL) encryption technology protects your data as it is transferred across the internet and renders it unreadable should anyone try to intercept it.
FitzGerald Coleman is a verified merchant of Authorize.net. This provides our customers with the highest level of transaction processing security, safeguarding customer information and combating fraud. FitzGerald Coleman complies with industry leading security initiatives such as the Payment Card Industry (PCI) Data Security Standard. For reassurance and further information simply click on the Authorize.net seal which is displayed on the bottom of every page through out the site.
SHIPPING & HANDLING
How much will it cost to ship my order?
The price of shipping your order will depend on its weight, where it is being sent and how fast you would like to receive it. You can see the pricing options available to you at any time by clicking on the 'shipping quote' button to the bottom left of your cart. This will provide you with a real time quote for various shipping options based on the above factors.
What choices to I have for shipping?
We believe strongly in offering every customer a range of choices between economy and speed. Should you be dissatisfied with the options available to you please contact Customer Support and we will be happy to quote you for the alternate shipping method of your choice.
What is White Glove Delivery?
White Glove Delivery is for customers, in New York City or outside the US, who wish to pay a premium to receive their goods faster than our standard shipping methods allow. If you would like this service please select the option at check out and then call our customer service line upon completing your order. We will be unable to ship your goods until we have quoted and charged you for delivery separately over the telephone.
How long does it take for my order to ship?
Providing we have the items in stock your order will typically ship within 24-48 hours of us receiving it. If an item is backordered this will be noted on the website or we will contact you before we ship your items to consult you on your preferences.
How can I check the status of my order?
There are several ways in which you can check on your order:
1) If you have an account, and you were logged in at the time you placed the order, just click on 'My orders' in the 'My Account' box on the lower left side of your screen, to view all your order information.
2) If you used Express Checkout or placed a phone order you can check on the status of an order by contacting Customer Support.
3) If you have selected an expedited shipping method for your order we will include the tracking number for the package in the email which we send you to let you know your order has been shipped.
Do you ship to international addresses?
We ship to addresses in the US, Canada and the UK. Should you select an expedited shipping method which requires signature upon delivery we are unable to ship to a PO Box.
RETURNS
Can I return/exchange goods?
It is really important to us that you are completely happy with your product and so you may return or exchange it for any reason. We simply ask that the following conditions are met in order for you to receive a refund or exchange:
1) Please call Customer Support in order to obtain a return number prior to returning any goods to us. You don't need to tell us why you are returning the merchandise unless you would like to, or the goods have arrived damaged.
2) You have 30 days to return or exchange goods. This simply means that from the day you receive your goods you have 30 calendar days to call us for a return number and the return package must be postmarked within the 30 days period.
3) In order for your refund or exchange to be processed we must receive the goods in the condition in which we dispatched them. This means that all outer packaging on products must remain intact so please handle them carefully. We recommend that you ship products back to us via certified/insured mail as we cannot be held responsible for items which don't reach us. Our return address is:
FitzGerald Coleman
Returns Processing
PO Box #230377
New York, NY 10023
Providing the above three requirements are met we will post a refund to your card or a credit to your account (for exchanges) as soon as we receive the goods. Although we process the return as soon as we receive it, please be advised that it may take one or two billing cycles for a refund credit to appear on your card statement.
What if my product arrives damaged?
We package orders extremely carefully but if you find that an order arrives damaged please call Customer Support, mention that your order was damaged upon arrival and we will walk you through a special returns process
How do I get a return number?
You must call Customer Support in order to get a return number issued. Unfortunately we are unable to issue return numbers via email or mail.
SUPPORT & FEEDBACK
Who do I contact if I have a complaint?
You can call, email or write to us with a complaint. All of our contact details are listed on our Customer Support page.
Can I give feedback?
You are the lifeblood of our business and we truly welcome any suggestions you have which may help us improve our service. Please contact us via any of the methods listed on the Contact Details page. We really value your input.
What are the customer service hours?
Our Customer Support phone line is open Mon-Fri, 9am-5pm EST and Sat, 10am-5pm EST. Should all our representatives be busy assisting other customers please leave us a message and we will get back to you as soon as we are able. You can email or write us at any time. Regardless of how you contact us we commit to returning your message within 24 hours of receiving it. Please find all out contact details on the Contact Details page.
MY ACCOUNT
Do I have to register in order to make a purchase?
No. We don't believe you should ever be forced to register with a site unless you choose to do so. If you would like to make a purchase without setting up an account, simply choose the 'Express Checkout' option when prompted during the checkout process. Do note that you will not be able to access past order information via the website unless you have created an account and signed in prior to making a purchase.
Do I have to register in order to maintain a wish list?
Yes. In order for the wishlist functionality to work properly you must create an account.
I don't have an account but the website still seems to remember me?
For your convenience we keep items you place in your cart there between visits. We also keep a list of recently viewed items for you, incase you want to go back and view something you liked again. This is not connected to any personal information and if it makes you uncomfortable you simply need to clear any FitzGerald Coleman cookies from your computer between browsing sessions. If you need help clearing cookies please contact customer service and they would be happy to walk you through the process. You can reach us at (800) 786-0845. You can also find additional information about FitzGerald Coleman's commitment to your privacy in our Privacy Policy.
I forgot my password
Just browse to the Login page and click the link next to 'Lost your password?'. We will send a new temporary password to the email address you provided us at registration. You can then use it to log in and change your password to whatever you would like it to be.
I forgot my username
No problem. Just give Customer Support a call and we will be able to help you.
Can I get help to set up my account?
Absolutely. Just give Customer Support a call and we will be able to help you.
How does FitzGerald Coleman protect my privacy?
We take your privacy extremely seriously and go to great lengths to ensure it is protected. Please visit our Privacy Policy for further details.
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