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F.A.Q.s
Returns
- What is your return/exchange policy?
- What do I need in order to return/exchange an item?
- What is the turn around time on exchanges?
- What if I no longer have my original receipt?
- Do I have to pay for shipping on return/exchange items?
- How is my refund processed?
Ordering and Shipping
- What forms of payment do you accept?
- Do you charge tax?
- What type of shipping do you offer?
- What if I am unable to sign for my package?
- According to the USPS my item was delivered, however I never received it.
- What if my package is returned to shipper?
- When will my orders ship?
- Do you ship to PO Boxes or APO addresses?
- Can I ship to more than one address?
- How do I track my order?
- If I am shipping my order outside the U.S. will I be asked to pay additional duties and taxes?
Our Products
- How can I change or cancel an order?
- How do I know if I am getting the correct size?
- What happens if an item I order is out of stock?
- I would like to place a large order for bridesmaid dresses, what do I do?
Contact Us
Returns:
Q: What is your return/exchange policy?
A: It
is easy to return an item you are not fully satisfied with. We offer
full price refunds and exchanges within 30 days, shipping costs however are non
refundable. All items must be returned in original condition. Refunds are not granted after 30 days. If we receive your return after 30 days from your date of receipt, you will have the opportunity to exchange for any store item(s) of equal or lesser value at that time.
Refunds will not be granted if the item is worn, altered or damaged in any
way. We expect garments to be tried on, but please refrain from wearing perfume or deodorant, and please avoid pet hair and smoke.
There should be no problem returning or exchanging the garment if you follow these guidelines.
We ask that you look over your item as soon as it is received and let us
know right away if the item is not in perfect condition.
Q: What do I need in order to return/exchange an item?
A: Included with your item will be a return form. This is located on the back of the invoice. Please fill that out and indicate whether you would like a refund or an exchange. If you are requesting an exchange, please also put down what size, color, and style you are wishing to exchange for. Send the return form & the item back to:
PacificPlex
11700 Sterling Ave.
Riverside, Ca. 92503
Q: What is the turn around time on exchanges?
A: The turn around time on exchanges is approximately 2 weeks. This does include the shipping time to and from. If you do not have this time available, you may wish to send your original item back for a refund and place a new order for the correct item. This will insure you receive the item in time for your event.
Q: What if I no longer have my original receipt?
A: If you no longer have the original receipt that is not a problem. You can simply write a short note indicating whether you would like a refund or an exchange. If you are requesting an exchange, please also put down what size, color, and style you are wishing to exchange for. Also make sure to include the name on the order and the order number, so we can process your request quickly.
Q: Do I have to pay for shipping on return/exchange items?
A: Unfortunately we do not provide return shipping labels. The customer is responsible for shipping any item back to us for either return or exchange. We will however, pay to ship items processed as exchanges back to you.
Q: How is my refund processed?
A: Refunds are processed within one week of receipt. All refunds will be processed back to the original form of payment. An email conformation will be sent once the refund has been processed.
Ordering and Shipping:
Q: What forms of payment do you accept?
A: We gladly accept payments from the following major credit cards: VISA, MASTERCARD, and DISCOVER, as well as PAYPAL. Unfortunately we do not accept checks or money orders at this time.
A: We are required by law to charge sales tax on all orders shipped to California. There is no sales tax on orders shipped to other states.
Q: What type of shipping do you offer?
A: All orders are shipped via United States Postal Service. We offer two forms of shipping for the continental US. The first is a standard priority 2-3 day shipping. This form of shipping is not insured and does not require a signature upon delivery. The second form of shipping we offer is Express shipping. This is a guaranteed 1-2 day shipping time frame. This form of shipping is insured and does require a signature. An item will not be left if there is not a person over the age of 18 available to sign for the item. We also offer Global Express for all of our International and Canadian orders. This form of shipping is a 7-10 day shipping time frame and is insured and does require a signature as well (Custom fees will be incurred on international orders). Tracking is included on all packages and sent to you via email once your package has been shipped.
Q: What if I am unable to sign for my package?
A: If you have requested Express shipping, you are required to sign for the item. If you are unavailable to sign for the item, the
USPS will attempt to redeliver your item at another time, or you can pick the item up at the post office. If the item is unclaimed, it will be shipped back to us. At this point the customer is responsible for any additional shipping cost, if they wish to have the item reshipped. If you are aware that you will be unavailable to sign for the item, you can contact us and have the signature, and insurance waved. This will allow the post office to leave your item at your door, even if there is no one available to sign for it. All orders over $100 must be signed for.
Q: According to the USPS my item was delivered, however I never received it.
A: Unfortunately once the USPS states that a package has been delivered there is nothing more we can do. We provide tracking information for each item shipped to you via email, along with an estimated time of arrival. It is the customers responsibility to track the package and be available when the item is delivered. Our standard shipping does not require a signature, and is not insured. With this form of shipping you are allowing the USPS to leave the item at your door, even if no one is home. For added security, you can always opt for our express shipping. This will not only guarantee your item will arrive in no more than two days, it is also insured and will not be left unless someone over the age of 18 is available to sign for the item. We will not process any refunds or ship replacements for items the USPS state they have delivered.
Q: What if my package is returned to shipper?
A: When an item is returned to us as undeliverable, we will contact you as soon as it is received. If the package is marked as undeliverable as address, we will need an alternate shipping address and will not attempt to ship to the original address provided. Please keep in mind we only ship via USPS, and there are areas that they will not deliver too. If you have a P.O. Box address, you may need to have the package shipped there. We do not provide refunds on shipping cost for items returned to us as undeliverable, and any additional shipping cost needed to reship an item are the responsibility of the customer.
A: All standard priority orders placed Monday through Friday are typically processed and shipped within 24-48 business hours. Orders placed after 12:00 p.m. PST, will not be processed until the following business day and will ship within 24-48 hours. All Express and Global Express orders that are placed Monday through Friday by 12:00 p.m. PST, will ship same day.
Q: Do you ship to PO Boxes or APO addresses?
A: Yes, we gladly ship to P.O. Boxes, as well as A.P.O. and F.P.O addresses.
Q: Can I ship to more than one address?
A: If you would like to send a shipment to more than one address, you will have to place a separate order for each destination.
A: An email conformation will be sent to you, once your package has been shipped. This will contain the tracking number for your package. All packages include a tracking number. To view the status of your order you can enter the tracking number on the USPS.com website.
Q: If I am shipping my order outside the U.S. will I be asked to pay additional duties and taxes?
A: Yes. When shipping outside the U.S. your order may be subject to VAT, import duties and taxes, which are levied once your package reaches its destination. We ship all international packages DDU, duties and taxes unpaid, and we do not collect the VAT, duties and/or taxes. So we are unable to predict what your particular charges will be. If you do incur these additional charges, they must be paid in to receive your package. Although we appreciate your business, we are unable to mark your packages as a Gift. For more information regarding your countrys customs policies, please contact your local customs office.
Our products:
Q: How can I change or cancel an order?
A: Due to our commitment to process orders quickly, there is a short period of time in which you may change/cancel your order. For express orders, placed Monday through Friday 7:00 a.m. to 12:00 p.m. PST, we ask that you contact us within 2 hours after placing the order. For all standard shipped orders, we have up to 24 hours to make changes. Once an order has been shipped we are no longer able to make changes or cancel an order. If you need to change or cancel an order please contact us at (800)987-2503. Please also note that changes made to an order may cause a delay in shipping.
Q: How do I know if I am getting the correct size?
A: All of the items sold are cut in a Jr. Miss size, so they do run a bit smaller than the average women size. We have size charts available for each item on our site, to better help you with sizing. The size charts will provide you with the Bust, Waist, Hip, and Length measurements for each item. Since measurements can vary from item to item due to cut and style, we are unable to provide a generic size chart.
Q: What happens if an item I order is out of stock?
Although we make every effort to keep an ample supply of items available, we can run out of our most popular or seasonal items. If you have placed an order for an item that we no longer have available, we will contact you right away to see if there is an alternate size, color, or style you may be interested in. If there is not we will be more than happy to process a full refund back to your account.
Q: I would like to place a large order for bridesmaid dresses, what do I do?
A: Many of our items are dyed, and may come from different dye lots, so shades can slightly vary from dye lot to dye lot. If you are placing a large order for multiple dresses in the same color and style, we suggest that they all be ordered at the same time on the same order if possible. This will allow us the opportunity to match all the items perfectly before they ship. If we are unable to make a perfect match, we will contact you right away, to try and rectify the problem. If you need to have the items shipped to different addresses, you will have to place separate orders for each destination. However, we still ask that you contact us before, so we can set aside the matching items for the orders.
Contact us:
A: Your satisfaction is very important to us, and we strive for great customer service. Please feel free to contact us with any further questions or concerns. We can be reached Monday through Friday 7:00 a.m. to 3:00 p.m. PST, either by phone or email. Our customer service numbers are (800)987-2503 or (951)688-6315. We can also be reached by email at info@pacificplex.com.
Business to Business (B2B) Inquiries - please contact us at: b2b@pacificplex.com
