1. Orders and Shipping
Q: How long does it take to process my order?
A: We typically process orders within 1-2 business days (Monday through Friday, excluding holidays). Once your order is processed, you will receive a shipping confirmation with tracking information.
Q: What shipping carriers do you use?
A: We use USPS, FedEx, and UPS to deliver your orders. The carrier is selected based on the delivery destination and shipping time.
Q: How long does shipping take?
A: Our standard shipping time is 3-6 business days (Monday to Friday). Please note that delivery times may vary depending on the carrier and local conditions.
Q: Do you offer international shipping?
A: No, we currently ship only within the United States.
Q: How much does shipping cost?
A: We offer free standard shipping on all of our products, so there is no shipping cost to you.
Q: Can I track my order?
A: Yes! Once your order is shipped, you will receive a tracking ID via email. You can also track your order on our website through the order tracking page.
Q: What should I do if my package is lost or undeliverable?
A: If your package is lost in transit, don’t worry! We will offer a 100% claim and reship the product immediately. If the package is undeliverable, we will attempt delivery up to three times. Please ensure your shipping address is correct when placing the order. If you realize there’s an error, you have six hours to modify it by contacting us.
Q: Can I cancel or modify my order after placing it?
A: You have six hours to cancel or modify your order, including changes to your shipping address. Please contact us immediately at [email protected].
Q: What happens if my order is delayed?
A: While we strive to deliver your orders as quickly as possible, delays may occur due to holidays, weekends, or other unforeseen circumstances. We will do our best to keep you informed and ensure timely delivery.
2. Returns and Refunds
Q: What is your return policy?
A: We offer a 30-day return policy for brand-new, unused books. Please note that used books, sale items, clearance products, personalized products, or non-refundable items are not eligible for returns or refunds.
Q: How do I initiate a return?
A: To start a return, please contact us at [email protected]. We will provide you with the warehouse address for the return. If the product is damaged or incorrect, we will cover return shipping. For all other returns, the customer is responsible for the shipping cost.
Q: Who is responsible for return shipping costs?
A: If the product is damaged or incorrect, we will cover the return shipping. In all other cases (e.g., if you change your mind), you are responsible for the return shipping cost.
Q: How long does it take to receive a refund?
A: Once we receive the returned item, we will issue a refund within seven business days. The refund will be credited to your original payment method via PayPal.
Q: Can I exchange my product instead of getting a refund?
A: Unfortunately, we do not offer exchanges or store credit at this time. Refunds will be issued to the original payment method only.
Q: What happens if I receive a damaged or defective product?
A: If you receive a damaged or defective product, please provide photo or video evidence to [email protected]. We will cover the return shipping and send you a replacement as soon as possible.
3. Payments
Q: What payment methods do you accept?
A: We currently accept all payments through PayPal. You can use your debit or credit card within the PayPal payment gateway even if you don’t have a PayPal account.
Q: Do I need a PayPal account to make a purchase?
A: No, you do not need a PayPal account. You can use PayPal as a guest and pay with your debit or credit card.
Q: Is my payment information secure?
A: Yes! We use PayPal’s highly secure payment gateway to ensure that your payment details are protected. We do not store any payment information on our servers.
Q: What currency do you accept?
A: All transactions are processed in USD. If you’re paying in another currency, PayPal will automatically handle the conversion. Please note that currency conversion fees may apply, and these are handled by PayPal, not by Renosiv.
Q: Will I be charged any additional taxes or fees?
A: All of our products include tax, so you won’t be charged any additional taxes during checkout. Currency conversion fees, if applicable, are handled by PayPal.
Q: What happens if my payment fails?
A: If your payment fails, PayPal will attempt to process a refund to your original payment method. Please refer to PayPal’s policies for more details.
4. Privacy and Security
Q: What personal data do you collect?
A: We collect basic information such as your name, shipping address, email address, and phone number. Payment information is handled securely by PayPal, and we do not store any payment details. We also use cookies, track IP addresses, and monitor user interaction to enhance your experience on our website.
Q: How is my personal data used?
A: We use your data to process your order and share it with our shipping partners. We may also use your data to improve customer support and marketing, but only with your consent.
Q: Will my data be shared with third parties?
A: We may share your data with third parties such as shipping companies and analytics providers, but only to fulfill your order and improve our services. We do not sell your data to any third-party companies.
Q: How long do you retain my data?
A: We retain customer data for 24 months, after which it is automatically deleted. If you wish to delete your data earlier, please contact us at [email protected].
Q: Can I opt out of marketing communications?
A: Yes, you can opt out of marketing communications at any time by following the instructions in our emails or contacting us directly.
5. General Information
Q: How can I contact customer support?
A: You can reach us via email at [email protected] or by phone at +1 520-224-9833. Our support hours are Monday to Friday, 8 am – 5 pm EST.
Q: Where is Renosiv located?
A: We are based at 31 Meadow Ridge Loop, Maumelle, AR, 72113, United States.
Q: What are your customer service hours?
A: Our customer service is available from Monday to Friday, 8 am – 5 pm EST.
Q: How do I stay informed about policy changes?
A: Any updates to our policies will be communicated to you via email.