Help Page - Karen Neuburger Official Store

Help Page

Welcome to our help page. We've listened to your feedback and have made it easy to find the information you're looking for. This page is broken down below into the following categories: Top Questions Asked, Ordering, Shipping, Returns and Miscellaneous.

TOP QUESTIONS ASKED

What are your shipping fees?

Order Total FedEx Ground FedEx 2 Day FedEx Standard Overnight
Delivery in 5-7 Business Days Delivery in 2-3 Business Days Delivery by Next Business Day
1 item $5.95 $15.95 $25.95
2 items $7.45 $17.45 $27.45
3 items $9.95 $19.95 $29.95
4 items $11.45 $21.45 $31.45
5+ items $13.95 $23.95 $33.95

We're also proud to offer international shipping. Please click here for our international shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.

When will my order be shipped? When will it arrive?

If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped.

Please note: For consumer protection, certain orders are subject for review. On rare occasions, this may cause a slight delay in processing your order.

What's the status of my order? How do I track my order?

Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.

Do you offer Gift Certificates?

Yes, we do! Gift Certificates can be ordered in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website. Click here for more information.

Do you offer Gift services?

Present your gift in classic KN gift box.
Our elegant two-toned box features green sprigs with coordinating tissue paper and is wrapped in a chocolate brown band. $5.00 per order, all items will be boxed in a single box, unless too large. If you need more than one box or would like items individually wrapped, we would be happy to help, please call us at 8oo number.

Will my credit card be charged immediately?

No. Your credit card will not be charged until your actually left our distribution center. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.

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ORDERING QUESTIONS

Why should I become a registered user?

There are a number of advantages in being a registered user. You won't have to re-enter your credit card, shipping or billing information; when you place an order they will be filled in automatically. As a registered user, you'll be eligible to recieve e-mail updates on new products, sales, events and other special announcements. Also, registering makes gift giving simple. Your family and friends' information can be saved in your Address Book, so you avoid typing in their information each time you send a gift. Click here to register now.

How do I change or cancel an order?

To cancel or change order you recently completed, simply visit this page, log in and then click "cancel order." If for any reason you would like to change your order, please contact our Customer Service Department as soon as possible. We will make every effort to accommodate your request. However, please keep in mind our system is designed to fulfill orders as quickly as possible and, as a result, we cannot cancel or change an order once it has entered the shipping process.

What are my payment options?

We accept Visa, Mastercard, American Express and PayPal.

Are purchases on this website really tax free?

Yes - we collect sales tax only in states where we have a physical presence. Currently, sales tax only applies to the states of California and New York.

Is ordering over the internet secure?

Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.

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SHIPPING QUESTIONS

What are your shipping fees?

What's the status of my order? How do I track my order?

Once you have placed an order, you can check on its status at any time. To track your order from this page, click here. Once an order has shipped, you will receive a shipment confirmation e-mail that will contain your tracking information.

When will my order be shipped? When will it arrive?

If your order was placed Monday through Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day; if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.

NOTE: For consumer protection, certain orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated in these rare instances.

How do I know that my order has been shipped?

When your order has been shipped, we will send you an e-mail with your tracking number and a link to where you can track it online.

What's the difference between "Order Date" and "Ship Date"?

On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you opted for expedited shipping, you will receive your package two business days after it ships. In some cases this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.

What countries do you ship to?

We're proud to offer international shipping. Please click here for our international shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.

Do you ship to PO boxes or APO/FPO addresses?

For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.

If I send my package as a gift, will the recipient receive the invoice?

Yes. However, if you would like us to remove the invoice from the package, please notify our Customer Service Department immediately after your order is placed.

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RETURNS & EXCHANGES

What is your return/exchange policy?

We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange.

Unwashed, unworn, unused or defective merchandise may be returned within 30 days from receipt of purchase for an exchange or refund. PLEASE NOTE: No returns or exchanges will be accepted on Swimwear or Intimates.

When making an exchange for a different size, style or color, additional shipping charges will apply.The return/exchange value is determined by the last retail price of the item. Shipping charges are only refundable if there was an error on your order or merchandise was defective.

We suggest that you use the most economical shipping method for your return or exchange. If your return warrants reimbursement of shipping costs, we cannot reimburse you for an amount greater than your original shipping cost.

We recommend that you ship your return/exchange with a carrier (such as UPS or Insured Parcel Post), who will provide your package with a tracking number to ensure that your package is returned to our warehouse. Packages must be returned prepaid. We cannot accept COD (Collection on Delivery). We are not responsible for returned packages that are lost in transit.

Returns & Exchanges will only be accepted with a completed return form. Log into your account, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

All returns must include a copy of the Invoice in order to process the return.

Please note KN Karen Neuburger merchandise purchased from other retailers, including department stores or specialty stores must be returned to the store from which it was originally purchased, and is subject to the return policy of the originating retailer.

If you have a comment, product feedback or need further assistance with your non-website purchase, please click here to send an email - one of our customer service representatives will respond within 48 business hours.

*Orders placed now through December 24 can take advantage of our Holiday Return Policy. karenneuburger.com will accept any return or exchange postmarked by January 12th, 2010. All orders placed on or after December 25th will be under the current return policy.

Where do I ship my return or exchange?

Returns and exchanges must be shipped to the address on our return form. You must include our return form to properly process your return/exchange. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

The return address is:
KN Karen Neuburger
2346 E. Pacifica Place
Rancho Dominguez, CA 90220

How should I ship my return or exchange?

Please pack and seal your box securely, in the original package if possible. To be properly processed, your return/exchange must include a completed return form. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.

When will my credit card be refunded?

Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued to the original form of payment.

The credit may not appear on your credit card statement until the next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has been completed. If a debit card was used for the transaction, your banking institution may require additional days to process and post this transaction to your account after receiving the credit information from us.

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MISCELLANEOUS QUESTIONS

Where can I find a store near me that carries your products?

Searching for a store near you that sells our products is easy, just go to our Store Locator page.

Can you tell me when new products or special promotions are announced?

Yes. This is one of the benefits of being a registered user. Once you register, you will regularly receive email updates on new products, sales, events and other special announcements. Click here to get started.

What is the Address Book and how do I use it?

Being a registered user offers you faster checkout since you won't have to re-enter your credit card or shipping and billing information. When you place an order your information will be filled in automatically. Also, registering makes gift giving simple! Your family and friends' information can be saved in your Address Book, so you avoid typing in their information each time you send a gift. Click here for more information.

Are the products on the website the same as in the
stores?

Yes. Although our website may have a different assortment than a store in your area, the products are the same. To find a store in your area, click here.

I bought your product on eBay, is it authentic?

We have been getting many complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To ensure you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.

Is my personal and credit card information safe on your website?

Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.

What is your privacy policy?

We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.

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