QUESTIONS PERTAINING TO PINKBASIS.COM
- Why can’t I add certain items into my shopping bag?
A: All available items will be shown on our website. Certain items that do not have size option available or the “add to shopping bag” button is not shown, means the item is currently sold out. Please feel free to add the item to your Favorites List and check back within one to two weeks for possible restock. Due to our limited supplies, we are unable to specify a date as to when an item will be restocked.
- If an item is sold out, when will it be restocked? Can I be contacted if it is restocked?
A: Unfortunately due to our limited supplies, we are unable to specify a date as to when an item will be restocked. Please feel free to add the item to your Favorites List and check back within one to two weeks for possible restocks.
QUESTIONS PERTAINING TO RETURNS
- I just placed an order, and I would like to know if I can send it back if I don’t like it.
A: If you are dissatisfied with an item, you will have 30 days from receipt to return a item for a store credit to use on future orders. Items that are special priced, clearance items, bathing suits, lingerie/ intimates, accessories, costumes, and special order items are final sale and cannot be returned or refund, exchange or store credit. For a more details, please visit our return policy at http://www.PINKBASIS.com/storepolicy.html.
- I would like to return something, how do I do that?
A: All returns must be pre-approved and assigned a return authorization number (RMA number). Please request for your RMA number by signing into your online account CLICK HERE. Once you have submitted your return form online, please allow 48 business hours for us to confirm the RMA number to you via email. Once you have received RMA number, please make sure to only pack the items you had listed on your return application and then write or print the
RMA NUMBER CLEARLY ON THE OUTSIDE of the shipping box. All packages without a RMA number will be refused back to sender. Please also do not use a shoe box as a shipping box. Please only use regular mailing boxes or padded envelopes. Any shipping carrier will be accepted (ie: USPS, UPS, etc). We suggest for you to have a tracking number for your return package in case if anything shall happen to the package. PINKBASIS.com will not be responsible for any lost or damaged packages.
- I wish to make a return, do you provide return label?
A: Unfortunately at this time we do not offer return labels. For returns of any damaged or wrongly sent items, we will gladly reimburse your standard return shipping cost. Please include a copy of the shipping receipt with your return and we will reimburse you accordingly upon receipt of the package.
- I returned an item, but how come I was only issued a store credit instead of my exchange or a refund?
A: Please refer to our Return Policy. As stated, returns will be accepted for an exchange or store credit. Exchange requested will be processed upon receipt of the return. If exchange is not available, store credit will be issued instead.
QUESTIONS PERTAINING TO ORDERS
- I made an online but I have not received an order confirmation?
A: If an order has been successfully made online, you will be prompted with an order number immediately after the checkout process. An order confirmation email will automatically be sent to the email address on file. If you are uncertain if an order was placed or not, please CONTACT US first before attempting to replace the order.
- In my online account, the order status remains as “processing” but I made the order a few days ago?
A: Unfortunately at this time the online account does not show tracking numbers to all orders made. A shipping confirmation email will be sent to you once a tracking number becomes available. Please also check your Junk/Spam email folder as many automated emails are sent there by default. If you have any questions regarding your order status, please feel free to email our support team and include your order number for assistance.
- My order is stated to be “pending”. What does that mean?
A: For your security, if you order is pending, please CONTACT US immediately to verify and confirm the order. If you were sent an email from our verification department, you may respond directly back to the email as well.
- I have a store credit, how do I use this?
A: To use your store credit, please place an order online. Store credit will not be automatically deducted during checkout. Once an order has been processed, we will then apply your store credit within 24-72 business hours. We will send you an email notification once the store credit has been applied and when the refund has been issued. If you have an online account, you may access your store credit details at any time by logging into your account.
- I have made an order but my store credit was not applied?
A: Once an order has been processed, please allow 24-72 business hours for the store credit to be automatically applied. We will email you once the store credit has been applied and when the refund has been issued.
- Can I make a phone order?
A: Our system is not set up to receive phone orders. All orders have to be made online through our secured website.
- I live locally, can I come in to pick up or exchange an item?
A: Unfortunately we are not open to the public and we do not have a physical store. All orders will be shipped out through our designated carriers and returns must be mailed back to us by following our return procedures.
- How do I know the sizing for clothes and shoes?
A: Sizing chart is located here. Please refer to this chart for general sizing inquiries. Please keep in mind that each manufacturer/ brand may differ slightly in size. The chart provided is only for general reference.
- How do I apply a coupon?
A: Please enter any coupon code into the “Discount Codes “box and click the “apply” button. The system will then confirm if the coupon has been applied. Only
ONE coupon can be used for each order. Please note, any coupons offered must be applied to an order at time of checkout only. Once an order has been submitted and confirmed online, we will not be able to adjust the order to add-on a coupon.
QUESTIONS PERTAINING TO SHIPPING POLICY
- How long will GROUND shipping take to arrive at my location?
A: All orders will take 2 business days for processing (Saturdays and Sundays are not including to business days.) Ground shipping will take approximately 4-5 business days for delivery once the package has been released to the shipping carrier.
- How long will 2ND DAY AIR shipping take to arrive at my location?
A: All orders will take 2 business days for processing (Saturdays and Sundays are not including to business days.) 2nd day air shipping will take 2 business days for delivery once the package has been released to the shipping carrier.
- I made an order with 2nd day air shipping service, but my order took longer than 2 days?
A: As stated under our shipping policy, all orders will require 2 business days for processing. Saturdays and Sundays are not including to business days. Once an order has been dispatched and released to the shipping carrier, it will then take 2 business days for delivery to your destination.
- I want overnight shipping, do you offer this?
A: At this time we do not offer overnight shipping.
- I am an international customer, and I would like expedited shipping.
A: We do not offer expedited shipping for international orders outside the US due to extremely high shipping rates and the possibility for delayed delivery due to Custom regulations.
- Please calculate my shipping cost for me.
A: Shipping costs for domestic and international orders will vary by the weight and the destination. Shipping cost will be calculated for your order during checkout only.
- Which shipping company do you use for shipping?
A: For domestic US orders we will use UPS or UPS mail innovation. Canada orders will be shipped by UPS only. International orders will be shipped by United States Postal Services (USPS) only. For international customers outside the US, please be aware of your country’s import regulations. Tax and duty fees imposed by your government for the delivery of the package will be paid by the receiver.