Support
To make your customer experience as pleasant as possible, we offer several ways for you to get the assistance you need.
Frequently Asked Questions:
How long will shipping take?
What does my order status mean?
What shipping method do you use?
What if I'm not home when the package is delivered?
Can I rush my order?
What if I need to change my order?
Why haven't I received any confirmation emails from you?
I'm not sure what shoe size I am, can you help?
I'm not sure what dye color matches my dress, do you dye to match?
Where can I find a tracking number?
What is your return policy?
Do I have to pay for return/exchange shipping?
I returned something, what will happen next?
How do I make a return or exchange?
Why was I charged when I cancelled my order or didn't receive anything yet?
Why did I only receive part of my order?
What do I do if the items I received are incorrect or damaged?
What was the security message at the end of my checkout?
What is the status of my order?
International Customers
How long will shipping take?
How much will shipping cost?
What shipping method do you use?
Can I track my international package?
How do I choose a US shoe size?
What about returns?
How long will shipping take?
Most products leave the warehouse within 48 hours of an order being received (Orders are processed Monday-Friday 9-5 EST). Custom dyed and personalized products add an extra 2-3 business days. Once the order ships, the timeframe for delivery varies based on the city the products are shipping from and where you are shipping the item to. As you check out, you will be given an estimate for delivery based on the warehouse location that will be shown during the checkout process. Locations 1-2 states away from each other will generally take 1 day of transit. For every 2 states beyond that, add another day of transit time. For items shipping across the country (NE to West coast), please allow 5 days of transit time. If you chose an expedited shipping method, please remember that the items will not usually ship the same day that you ordered them, and nothing ships on the weekends. 3-Day Select service means that you will receive the item the 3rd day after leaving the warehouse. 2nd Day Air means that you will receive the item 2 days after it leaves the warehouse. The day that an item leaves the warehouse does NOT count toward transit time.
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What does my order status mean?
If your order status is "pending", this means that you did not complete the last step of your order. Either you did not enter your credit card information, or you did but didn't click the last button in the transaction that authorizes us to charge your card. If you have a hold on your credit card and do not wish to continue with your order, please contact us immediately by calling us at 1-800-761-0176. If your order status says "card authorized", you have completed your order and we will be processing it within 48 hours. If your status is "shipping queue", then your order has been sent to the warehouse and we are holding your funds until we know that your items have shipped. Your order is not on hold even though your funds are listed as being on hold. If your order status is "hold for answer", then we are waiting for an answer from you because the item(s) you ordered were either out of stock or we have a question about your order. If this is the case for your order, please contact us immediately at 1-800-761-0176 or by email at info@foreverprom.com. If your order status is "refund due", this means that we have received your return and the credit card used to purchase the item will be credited within 2-3 weeks.
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What shipping method do you use?
We ship primarily through UPS. Some items are shipped via the US Postal Service. If you are in an area that either service will not deliver to, please indicate that in the comments box as you place your order. USPS delivers on Saturdays but UPS does not deliver on weekends. We cannot ship to PO Boxes.
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What if I'm not home when the package is delivered?
Regretfully, we cannot accommodate special delivery requests for the UPS driver as it out of our hands once UPS takes the packages. We suggest that you leave a note on your door on the day that your package is scheduled to be delivered, releasing UPS to leave the package or directing them where to hide it if you know that you aren't going to be home when it is delivered. We cannot guarantee a time of the day that the package will arrive as it is dependent on the delivery schedule for your particular location. If the driver does not feel that the package will be secure, he or she will leave a note and will bring the package back the next business day.
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Can I rush my order?
Rush orders are available, but only shipping (time in transit) can be rushed. The fastest shipping option we offer is 2nd day air, which costs $20. In extreme cases, we can overnight your items but we must be notified before your order is in "shipping queue" so that we can give you a price quote. We also offer 3-day Select service for an additional $10. You will be given these expedited shipping options when checking out. Domestic orders placed on the weekends will generally ship out on Monday or Tuesday, therefore orders with 2nd Day Air will not arrive until the second day of transit (Wednesday or Thursday), and 3-Day Select orders will not arrive until the 3rd day of transit (Thursday or Friday). Please add 2-3 business days for products that are custom dyed or personalized. If you are in a time crunch, please enter your wear date in the comments box as you check out, or call us to let us know so that we can try to get your products to you in time.
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What if I need to change my order?
You may change your order but only before it has been processed. If your order status is "shipping queue" then we cannot make changes to your order. If your order status is "card authorized" then we can, but please call us at 1-800-761-0176 as soon as you can to let us know.
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Why haven't I received any confirmation emails from you?
If you have not been receiving any notification emails from us, please check your spam filter. All emails come from 'info@foreverprom.com'. All emails are sent to the email address that you entered when you placed your order. Every time your order status changes, you are emailed with all the details.
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I'm not sure what shoe size I am, can you help?
As far as we are aware, most all of our shoes are true to size. We do not guarantee the fit, as each supplier may be a little bit different. For your reference, the standard length difference between each half size is an eighth of an inch. That means that between an 8 and a 9, the length difference would be a quarter inch.
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I'm not sure what dye color matches my dress, do you dye to match?
We offer 11 custom colors but not dye to match. You can view our custom colors here. We send out swatches of our dye colors free of charge if you send us your name and address and the colors you are interested in.
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Where can I find a tracking number?
You can login to our website 24/7 by using the 'My orders' option on our menu. Use the email address and password that you entered when placing your order to log in. If you have any trouble logging in, need to get your password, or need additional assistance, please call us. Once you have logged in, please click the "view" link under the tracking header. Here you will be able to see any status updates on your order as well as any tracking information that we may have for your package(s). If you click on your order number, you will be able to see exactly what you ordered to check for accuracy.
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What is your return policy?
We offer refunds on the full product price, no questions asked, if the product is returned in resellable condition (this includes the shoe boxes and the packaging materials) within 30 days of your receipt of the product. Details on our policy can be found here.
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Do I have to pay for return/exchange shipping?
US customers are provided prepaid return shipping for orders placed after 1/26/2010. To get your prepaid return label, fill out prepaid shipping request form. International customers are reponsible for their own return shipping.
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I returned something, what will happen next?
Once we receive your return you will receive an email within a week notifying you that your order status has been updated to "refund due". We batch process our returns so it could take up to 3 weeks for the credit to show on your card. When it is refunded, you will receive another email stating that your order status is "refund complete". The order total included in those emails is the amount that will stay on your card. If there is a positive number, it is likely because you kept some items from your order, paid for expedited shipping, which cannot be refunded, or you were assessed a restocking fee for returning an item beyond 30 days. If you have been waiting more than 3 weeks since receiving notification that your order was "refund due", please call us.
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How do I make a return or exchange?
Instructions for returning items can be found here. Please be familiar with our return policy before returning items. Please do not tape anything to the shoe/item box, and the condition of the box is considered when refunding your purchase. Please repackage the shoe in the cardboard box that it came in and cover up the original shipping label.
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Why was I charged when I cancelled my order or didn't receive anything yet?
If you cancelled your order, the hold will drop off your card within 48 hours. Nothing has been charged to your card, but a hold, or authorization, was placed on your funds when you made the original purchase. We charge all orders onto your credit card when we know the items have shipped to you. Until then, you will see a hold, or authorization, on your card, which means that the funds have been put on hold and not charged fully.
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Why did I only receive part of my order?
We ship from multiple warehouses across the United States, which means that sometimes your items are coming from different places. The best way to check is to login to your account and look for tracking numbers. If its been more than a week and you are still waiting for part of your order, please contact us.
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What do I do if the items I received are incorrect or damaged?
We try our best to avoid mistakes but regretfully sometimes they do happen. We will do whatever we can to fix the problem and get you the correct item at no additional charge to you. Please notify us as soon as possible so that we can make sure to get you a replacement or return label. Some cases will require that you email us a photograph of the item in question, but they are handled on a case by case basis. Please call us at 1-800-761-0176.
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What was the security message at the end of my checkout?
You may have seen a message at the end of your checkout process warning you that you are leaving a secure server and leading you not to click the last button to authorize your card. If this was the case, your order is likely "pending" and therefore will not be processed even though we have credit card information from you. The stage of the checkout process where you enter your credit card information is secure, but when you complete that stage you are leaving a secure connection to finalize your order. You can rest assured that your information is safe and never compromised on our site. If you do not click the last button that authorizes us to charge your card, your order status will remain "pending" and will not be processed until it is "card authorized." Please login to the site and click the appropriate link to change your order status or call us to let us know what happened.
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What is the status of my order?
You can check the status of your order 24/7 by using the 'My orders' option on our menu. Use the email address and password that you entered when placing your order to log in. If you have any trouble logging in, need to get your password, or need additional assistance, please
contact Customer Support
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International Frequently Asked Questions
How long will shipping take?
Shipping varies by country and method of shipping chosen. Custom dyed and personalized products add an extra 2-3 business days. As you check out, you will be given an estimate for delivery based on the warehouse location that will be shown during the checkout process. If you chose an expedited shipping method, please remember that the items will not usually ship the same day that you ordered them, and nothing ships on the weekends. Click here for estimated ship times through the United States Postal Service.
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How much will shipping cost?
Shipping costs vary depending on the weight of the shipment and distance to be shipped. An estimated shipping cost may be found at the end of the order process before the credit card checkout and are run directly from the postal service. You can also find this information at http://ircalc.usps.gov/.
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What shipping method do you use?
We ship all international orders only through the United States Postal Service. Because it is through the postal service, we do ship internationally to post office boxes.
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Can I track my international package?
First class international shipments have the longest ship time. The tracking provided is a customs identification number, which is scanned only at the discretion of the carrier. Therefore, it is the least reliable tracking we offer. International shipments sent Priority or Express mail provide a tracking number and have faster shipping times. There is an estimated arrival date calculated at the end of the order process right before credit card checkout. This information can also be found at http://ircalc.usps.gov/.
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How do I choose a US shoe size?
As far as we are aware, most all of our shoes are true to size. We do not guarantee the fit, as each supplier may be a little bit different. For estimates on which shoe size you should order, please view our shoe size conversion table. Please note that these sizes are estimates because there is no universally accepted conversion chart.
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What about returns?
International return and exchange shipping is paid by the customer. To receive a refund of the full product cost items must be unused, unworn, and returned with all original packaging. Returns are accepted at any time, however you will be charged a 30% restocking fee if returned more than 30 days after you receive the order (we do take into consideration your location and return shipping times when we receive your return). If you receive incorrect or damaged products you will be reimbursed for the shipping costs to the credit card used in the original purchase. You must contact us before returning any incorrect/damaged orders.
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