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Something Went Wrong? Here's What We Can Do To Make It Right

Posted by Matt Garrison on 17th Nov 2014

Welcome to another bi-weekly blog blast, Buck Buddies! Today, we're going to talk about mistakes. They can happen anywhere, at any time, and many customers contact us wanting to know how the can fix mistakes they made in their order. Fortunately, we're here to lend a helping hand.

Q.) Oh, no! I've made a mistake in my order! How can I/you change it?

A.) Unfortunately, we cannot edit orders once they are in our system. If you would like, we can cancel the order, place the paid value back on your account as a store credit, and let you place a new order. This way, you essentially place a new order, and are only charged for the items you need to add, or the upgraded shipping, as the case may be. Keep in mind, if you decide this is what you want to do, TELL US, and we will have it taken care of as quickly as possible. Otherwise, the order will process and ship as originally ordered.

Q.) How long do I have to make the change/ place the new order?

A.) That depends. We obviously need to catch the order in our warehouse if we need to cancel it. If an order has already been processed and shipped, we aren't able to do much. We consider the cutoff point to be when the shipping label is printed. If you've already been sent a tracking number for your package, that means the order has been boxed up, and the shipping fee already spent on the label. At that point, we are unable to refund the shipping, so you're options become rather limited.

However, if we've already cancelled the order for you, and you're just waiting to place the new order, take all the time you need. Store credit doesn't expire, so you can replace your order whenever you like. Keep in mind, however, that someone can order the last of what you want while you're waiting, so don't take TOO long making up your mind. 

Q.) I need my package sooner than I thought! What are my options?

A.) Depending on when you come to this decision, you have several options available to you. Firstly, and least expensively, it's worth knowing that we can get packages to a surprising number of places within two business days WITHOUT choosing rush shipping. Use the link below to access FedEx's ground service map, and enter "30024" as the outbound ZIP code.

http://www.fedex.com/grd/maps/MapEntry.do

Check to see where you are on the map. If you can wait that many days to get your package, then we can get it to you without any additional charge! Just call us with your order number before 2pm eastern time, and ask to be put on the "ship today" list. We can process your order that day, and it will take however many business days to reach you.

If you need your package SOONER than ground can get it to you, we can cancel your order, and have you replace the order with either 2nd-Day or Next-Day Air. Again, if you want the order to ship out that day, make sure you place the new order before 2pm Eastern time. Otherwise, the order may not process until next business day.

If your order has already shipped, there is nothing we can do for it. Orders are out of our control once they leave our warehouse.

Q.)  I'm going out of town, and my package won't arrive in time. Can I change the shipping address?

A.) Same as above, we can cancel the order and let you replace it. Changing the destination of the order changes the cost of the shipping. Sometimes, it might make it even cheaper! But you still have to consider everything discussed so far in this post before proceeding. Additionally, first time orders need to go to the billing address for security purposes, so we cannot process the new order if you change a first time order to a new address (no, the "new" order doesn't count as a second order.)

Q.) I put in the wrong billing address when I placed the order, can we fix that?

A.) It depends. If your order was paid for with PayPal, your billing address is largely irrelevant, and can be adjusted in our system without issue. However, our credit security software checks your credit/debit card against your information the moment the order is placed. If the software reports the address is inaccurate, fixing it in our system won't fix the security check. In cases like these, the order must be cancelled and refunded back to the card, rather than store credit. This refund process can take up to a week depending on the timing. If you would like to replace the order, you may do so, but you will need to correct the billing information before resubmitting.