Customer Service FAQ

è    Contacting Customer Service

Our customer service is happy to assist you with any issue you have with your order. You may call us at 866-552-9155 Monday through Friday from 9AM to 4 PM. You may also contact us at cs@beanbagsuperstore.com.  Sometimes when we are very busy the email contact is the fastest way to contact us.

Please have your order number handy when you contact customer service. This is how we look up your order and assist you. Also it is helpful if you have the name the order was billed to and the billing address if you don’t have your order number.

è    Where is my order?

If it has been longer than you feel it should have taken and you have not received either your order or notifications from us please contact us at cs@beanbagsuperstore.com. In this email please provide the name, address and order number for your order. Over 90 percent of our orders ship on time or before the time we state. Occasionally an order is delayed. If you have not received any notification emails from us the problem could be the email address you input when you ordered the product. This may be incorrect or due to “spam” filters our emails may be in your “spam” mail box. Remember the estimated time to ship is in “business days” if there is a weekend or holiday in between your order may take a little longer, the warehouse is closed during these times.

è    Back Orders

We strive to ship all of our orders as quickly as possible. We are consumers also and realize that we all want our orders quickly. From time to time we run into a back order situation where a product is so popular we cannot fulfill the order immediately. If this happens we will let you know as soon as possible and let you know the expected timeline for shipping and offer you the ability to cancel the order if you need to.

è    How do I track my order?

Once your order has been packaged and has left one of our warehouses a tracking number is generated. We send via email this tracking number to you.

To track your order take the tracking number from the tracking email we send you and:

For FedEx shipments (tracking numbers that begin with "04"), call 1.800.GOFEDEX or visithttp://www.fedex.comto track your order.

For UPS shipments (tracking numbers that begin with "1Z"), call 1.800.782.7892 or visithttp://www.ups.comto track your order.

You will see the scheduled delivery day and where the order is up to that day.

 If your purchase is being delivered by a Freight company, you will be contacted by the Freight Company via telephone 1-2 days prior to delivery to schedule a delivery appointment. For any further questions about tracking your order please contact us at “tracking@beanbagsuperstore.com.

è    My tracking number doesn’t show up on UPS/Fed/Ex?

At UPS and Federal Express, when the truck picks up your order from one of our shipping locations, all packages are then brought to a central location to be scanned into their systems. This central location may be in the same town or in a town several hours away. Due to this time delay there is often a lag between the time we send you the tracking email and when UPS/Fedex scans the tracking number into their system.  This delay can be longer during the Christmas rush. Your order is still heading your way the tracking number just may not give you information for a while. Please allow 12 hours from the time you receive your tracking number before you contact us with this issue. If after 12 hours your tracking number still doesn’t work; send us your order number and tracking number to tracking@beanbagsuperstore.com and we will help you.

è    How do I change or cancel my order?

We work very hard to process orders as quickly as possible. Because of this you must contact us immediately at 866-552-9155 (leave a message if we happen to be with other customers) and send us an email to cs@beanbagsuperstore.com if you need to make any changes or cancel an order. We require this “written” notice for our files and it serves as a time stamp for the action. We require 24 hours notice to cancel an order to avoid shipping charges. Our customer service department is open daily from 9:00 AM to 4:00 PM, Monday through Friday Pacific Time (Noon to 7 PM EST). Requests for changes and or cancellations received after business hours will be addressed the following business day.

è    What if the order ships before I change or cancel my order?

Orders canceled after they have shipped will be treated as a return and a 15% restocking fee will be deducted from refund.

Any order refused upon delivery (without prior arrangement and approval of a Customer Service) will be treated as a return and a 15% restocking fee will be charged to your order.

 

è    How do I return my order, I do not like the item?

We are sorry you do not like the item you have ordered. However, we believe in your satisfaction and provide a 30 day “no-hassle” return policy.  Please see the “returns FAQ” for information on how to return an item.

è    My order is damaged what can I do?

We carry the top quality manufacturers in our field yet occasionally our orders are mishandled in shipping or there is a mistake or some other reason for your receiving an incorrect or damaged order. We apologize for this. If for any reason you receive an order that is incorrect or damaged or torn, contact us immediately at 866-552-9155 or cs@beanbagsuperstore.com. We will work with you to have the damaged items picked up and a new item shipped to you as fast as we can. We want you to be happy with our products.  Please see the “returns FAQ” for more information.

è    I’ve returned an item to you. When do I get my credit back?

We will credit your account upon receiving and verifying the items are in re-sellable condition.  This takes about a week once the warehouse receives your items back. When we receive word from the warehouse that everything is ok we credit your account immediately. However, due to variations in banking systems, you may not see the credit on your card for up to a week. This is due to your bank/credit cards policy not us. This credit is sent from our bank every evening so the money is returned to you immediately.

è    Christmas Delivery

At Christmas time order fulfillment and shipping becomes very hectic. The importance of having your gift under the Christmas tree is the greatest importance to us. We will let you know “cut-off” dates for shipping the items in time for Christmas. We only ship via ground carriers due to the size of our products. Please look at the shipping maps for your area to insure you are ordering in time for Christmas. We are very good at shipping in time for Christmas but no one is perfect. We will make every attempt to get your order to you on time.