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Customer
Service FAQ:
Q. What forms of payment do you
accept?
Salamander Gifts currently accepts Visa and Mastercard
via our secure online ordering system.
Q. What is the CVC code and why is it needed?
The CVC (Card Verification Code) is the 3 digit code is located on the
back of your credit card, above the signature tape following the last 4
digits of your credit card. We request this information to assure the
security of your credit card transaction.
Q.
When will I receive my order?
A. When you purchase an item from salamandergifts.com, your order will
ship within 48 business hours. Salamander does not ship on weekends or
holidays. Barring unforeseen circumstances UPS ground delivery generally
takes 2-7 Business days depending on your distance from our warehouse.
Your tracking number and a tracking link are included in your order
confirmation email. Please visit our shipping section for more
information.
Q.
Can I make changes to my order after it has been submitted?
A. We will gladly accept cancellations to your order, however if your
order has shipped, we cannot recall the shipment while in transit. If you
would like to cancel your order, please email us at
customercare@salamandergifts.com or call (800) 451-5311 x 109 Monday
– Friday 9 am -
5 Pacific Standard Time. Please include your order number in your
request.
Q.
Will I get an order confirmation?
A. For every order you submit to salamandergifts.com, you will receive an
e-mail order confirmation upon the completion of your transaction. We
recommend that you print and save both for your reference. If you have
not received a confirmation, please check your junk mail in case the
e-mail was caught in your spam filter. You will need your order number
for reference when you check your order status or track your package at
salamandergifts.com.
Q.
Which states to you charge tax in? A. Tax is only
calculated for shipments shipping to California.
Shipping
Q.
Can I ship to an address outside the United States?
A. Currently Salamander only ships to the 50 US states.
Q. How can I track my package?
A. For orders shipping by UPS, once your order ships, you will receive a
shipping confirmation via email, which will include your UPS tracking
number and a link to track your package.
Q. Do you ship to PO boxes,
FPO/APO or military addresses?
We will ship to these addresses via US Postal Service. Please allow up to
10 business days for delivery.
Q. What shipping methods are
available?
A. You can request UPS, UPS 3-day or UPS 2-day. If the address is a PO
box, APO or FPO address we have to ship United States Post Office .
-- > UPS Ground Standard Shipping: Salamander
utilizes UPS Ground service for our standard shipping option. Shipping
rates are based on the actual weight of the shipment. Transit time 2-7
business days.
-->
UPS 3-Day Select: To calculate additional shipping charges, click
"Recalculate" prior to completion of your order. Expect
delivery within 3 business days after your order is processed.
-->
UPS 2nd Day Delivery: To calculate additional shipping
charges, click "Recalculate" prior to completion of your order.
Expect delivery within 2 business days after your order is processed.
* Salamander does not offer the UPS Saturday delivery option.
Products
Q.
What is the warranty on your products?
A. Salamander Graphix warrants that for one year from the date of receipt,
under normal use, our products will be substantially free from defects in
materials and workmanship. This warranty does not include damage due to
normal wear and tear or improper use. In the case that a defect occurs in
one of our products, we will gladly replace it with the same item or one
of equal value if the exact item is unavailable.
Q. What is the life of the neon
lighting?
A. Our neon lights last up to 500 hours or 1 year, whichever comes first.
Q.
How are the clocks powered?
A. Our clocks require AA batteries, which are not included.
Q.
How is neon lighting powered?
A. Our neon clocks come equipped with a plug-in transformer.
Returns
Q.
Can I return items I purchased at a retail store or another website?
A. Salamander does not accept return of items purchased at any other
location. However, if your Salamander product is defective (no matter
where you purchased it) and you are within your warranty period, we will
gladly replace the product for you. If your item is not currently
available, we will replace it with a comparable item.
Q. What is your return policy?
A. Salamander Gifts strives to satisfy our customers. If for any reason
you are dissatisfied with your product purchased at salamandergifts.com,
simply email customercare@salamandergifts.com to request return
instructions within 30 days of receipt of your purchase. Please reference
your order number in your request.
Q. How do I return an item?
A. To learn how to return an item you purchased from salamandergifts.com,
please send an email to customercare@salamandergifts.com Please reference
your order number in your request.
Q. How are refunds credited back
to me?
A. Once we process your refund request, we will authorize a credit to the
credit card you provided us for payment. Salamander does not provide
refunds on products not purchased at salamandergifts.com.
Wholesale
We will be launching a website for our wholesale customers in the future.
If you are a Retailer and wish to contact us, please visit our wholesale
page and our wholesale team will contact you. If you are an end user and
wish to contact us, please view the FAQ's above or visit Contact Us for
information on how to do so.
Contact
us:
Please
e-mail us: Customercare@salamandergifts.com *be sure to include your
general request in the e-mail subject line and include a phone number
where you can be reached.
Phone: (800)451-5311 x
109
Hours
of Operation: 9-5 Pacific Standard Time.
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