faq
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Q: Is your site secure? A: Of course it is! We are on a secure server so there is no need to worry.
Q: When will my credit/debit card be billed for the transaction? A: Right away, as soon as you place your order we bill you immediately.
Q: I placed an order but the site said that my card was declined but my bank records show I was charged, what gives?! A: If you make an order and your credit/debit card is declined for any reason other than insufficient funds the funds are “held” by your financial institution until the transaction in question is settled. Transactions are usually pending for a period of 3-5 business days (or whenever the credit card authorization batch is cleared). Your billing information needs to match perfectly with your credit card billing address-or the card will be declined. If you experience difficulties with your payment, feel free to email Rebecca@sourpussclothing.com She can assist you with your payment.
Q: How can I track the status of my order? A: Sign in to your account on the Sourpuss website, Click on My Account, and View Order History. From here you can track your package. Keep in mind packages are not scanned by UPS & USPS until the end of the day. USPS Tracking is very basic, it will not show detailed location and it will not update until the day after we ship your package. If you would like full details- we suggest using UPS. To track your domestic order (postal shipping within the US):* please visit http://www.ups-mi.net/packageID/
Q: When will I get my order? A: USPS: Orders ship everyday Monday - Friday INTERNATIONAL ORDERS: We will ship as above. We can not control any hold ups in customs. Q: Expedited Orders? A: Orders take 1-3 days to process, if you need your order shipped expediently please call or email to alert us. Orders are printed every morning and if you've placed an order after we've printed- we may not catch it. We try to keep on top of it, but until we come up with a better alert system within the website, I'll just mention it here Q: Insured Packages: I tracked my package and it says it was delivered or lost, but it wasn't-what do I do? A: Your package is automatically insured when choosing UPS or Expedited International Shipping thru the Postal Service. If you chose UPS or Expedited services, contact Website@sourpussclothing.com. We will assist you in retreiving your order. Q: Uninsured Packages: I tracked my package and it says it ws delivered or lost, but it wasn't-what do I do? A: We do offer cheaper shipping services through USPS, the downfall of these services is you are taking a risk by not having an insured package. With our experience, we find a lot of packages are lost without explanation, if we had it our way we would only offer trackable services. But- we do understand that's really fantastic to be able to order online at a really cheap rate. So with that being said, if you order using USPS regular services in the US or Abroad- it is at your own risk. We will do our best to help you but, the process can take a little while, before contacting us double check your tracking and check with your local post office, neighbors and carrier. If you are in the US- please allow 2 weeks from the Ship date before contacting us and if you are abroad allow 6 weeks before we will reship. If you are hesitant, please choose UPS or Expedited international. any questions contact: Website@sourpussclothing.com Q: What happens if items are out of stock? A: We try our best to keep good inventory but there are times that items are out of stock. We will let you know as soon as we can. At that point you have the option to either cancel your order and receive a full refund, or choose another item. If we can’t get a hold of you or we don’t expect the item to come back in stock, we’ll refund your card for the amount of the item in question. Q: Can I use Paypal.com? A: Yes, You will see Paypal as a payment option upon checkout. Contact Rebecca @ Rebecca@sourpussclothing.com with any concerns
Q: How about check or money order? A: Sure thing, just select the certified check/money order option during checkout then just follow the directions. The address is: Sourpuss Clothing Q: Can I return or exchange my items? A: Yes, Item’s can be returned/exchanged within 30 days of your order date. Keep in mind you are responsible for your own shipping, if the error is on our end let us know we'll cover the fees. Returns @ Sourpuss Please include a letter of explanation (i.e. "does not fit) and order number, name, shipping address, phone number and email address. You will be refunded the proper amount and notified via e-mail. If you are exchanging an item make sure to include your credit card number or day time phone number so we can process your exchange.
Q: Do you ship outside of the United States? A. Yes, We ship to most Countries, We have 2 Shipping options. EXPRESS or FIRST CLASS. FIRST CLASS: is cheaper but, there is No Insurance & Lousy tracking. If you chose this option you are taking a risk, EXPRESS: Your package will cost more, but it is quicker, with tracking and FULLY insured. You can rest easy knowing your package will arrive and if for some reason it doesn't we will reship at our expense. *Keep in mind- we have no control over your local customs, but we have found that EXPRESS packages tend to get pulled by customs more so then FIRST CLASS.
Q: What's the shipping cost to ship to MY country? A: Shipping charges are determined on how much you order and where exactly it's being shipped too. The exact amount will be generated and applied upon checkout! Shipping rates start at $9.00 and are pretty affordable. Contact Website@sourpussclothing.com for specific questions.
Q: The shipping time I selected said 3-5 days, it’s been 6, where is my stuff? A: You may have just received an email that shows tracking and it is not tracable yet. Until the package is scanned at the Shipping Hub you will not have updated information. Tracking is generally updated in the evening that your package was shipped. If you are an international customer, keep in mind periodically items do get pulled into Customs. We aren't able to expedite this process.
Q: If I’m an international customer, do I have to pay the Duty/import tax on an incoming item? A: Yes, Sourpuss Clothing is not responsible for any taxes/fees you might incur during the importing process. Also, while we’re on the subject, don’t ask us to lie about the price of items on the customs forms. I’m not sure what the penalties are for this but I assure you I’m not ready to spend some time in a Norwegian prison for a few T-shirts.
Q: I’m trying to place an order but it’s not working - what else can I do? A: If it’s during business hours (East Coast 9-5pm), give us a ring at 856-742-0075. If you call outside of these hours, please just leave a message and we'll get back to you. If you rather send an email, that’s cool too! Just send it to Website@sourpussclothing.com. Q: I'm an artist and I'd like to email samples? A: No problem, You can email samples of your work to Deidre@sourpussclothing.com Let us know your terms and a little about your work.
Q: I'd like to model on your website, who do I talk too? A: Check out www.sourpussclothing.com/modeling.asp You can find the details instructions here. Q: I had a really great experience with your company’s customer service and I NEED to tell someone, who will listen to my sentiments of elation? A: Send all comments to Deidre@sourpussclothing.com. We take excellent customer service seriously. If we screwed up an order - give us the opportunity to make it right, and if you were super pleased - we love compliments too! |
