Q: If I return merchandise, how long will it take to receive my credit?
A: Returns can take up to 5 business days (7 if during holiday) to process once it has been received. The refund is issued once the return is processed and depending on your bank’s policy it can take up to 6 business days if in the US and 20 if you are international. If you paid for your purchase with a gift card, the amount will be refunded to the original card and can take up to 10 business days.
Q: Why does my bank statement show two entries for the same order? Was I charged twice?
A: No. When paying with debit cards (and some credit cards) your bank statement may show a pending authorization hold. This is not a charge and is released on our end once the order is shipped out. Depending on your bank’s policy it can take up to 6 business days if in the US and 14 if international. Please note that Saturday, Sunday, and major holidays are not included.
Q: What is a “Verbal Authorization” and why do you need one for my order to ship?
A: A verbal authorization is a process that is completed via a telephone call to our customer service. This process is requested when the bank notifies us that the billing information provided on your order does not match what the bank account is under. The card holder will need to give our customer service a email at email@example.com if in the US or (country code depending on your country) if international to complete the authorization. Please note that we are unable to process your order until this is completed, so there is a risk of the items selling out if not completed in a timely manner.
Q: What types of payment do you accept?
A: We accept Master Card, VISA, Discover, American Express, PayPal and ATM/Debit Cards with a VISA or Master Card logo.
Sorry, we don’t accept personal checks, mall gift certificates, COD or cash.
Note: As of January 1, 2009, we no longer accept cashier’s checks or money orders.
Q: How long does it take for my account to be refunded for a cancelled order or sold out item?
A: Depending on the bank’s policy it can take up to 6 business days if in the US and 14 business days if international from the date of the cancellation.
Q: The page refreshes after I have hit the submit button. Why is that happening?
A: This is happening due to the payment not being accepted. You will need to contact your bank so that they can provide additional information as to why the payment is not being allowed to go through.
Q: How do I pay with PayPal?
A: at checkout, select PayPal as your payment option. This will take you off of sonsybra.com, but returning is a piece of cake once you’ve completed the PayPal process.
Q: Can I split the payment for my order between PayPal and another form of payment?
A: Sorry, no. If you’re using PayPal, you won’t be able to use any other form of payment on that order.
Q: How do I return or exchange something if I’ve paid with PayPal?
A: You can easily use our self-serve return process. Here’s what you need to know:
Return your item(s) by filling out the fields in the return form that’s printed on the back of your order invoice.
Pack your return securely, in the original package, and include your completed return form. Do not tear off the bottom of the invoice. We need the entire form to identify the order.
You’re responsible for selecting your preferred shipping carrier and method. We recommend using one that can be insured and tracked. Sonsy Bra is not responsible for lost or damaged packages.
You will not be reimbursed for your return or original postage.
You will not receive a refund for your return until we receive your returned item. Allow 2-4 weeks for processing and 1 to 7 business days to receive your credit.
For exchanges, please contact sonsybra.com Customer Service at firstname.lastname@example.org. Please note that our customer service is unable to accept PayPal payments over the phone.
Q: If I’m using PayPal, can I still have my order shipped to a different address than my billing address?
A: You can ship it to a different address, but the billing address on your PayPal account must match the billing address on your sonsybra.com order. Don’t forget, if you choose to use PayPal Express, your billing address will be imported automatically.
Q: Why isn’t my PayPal payment going through?
A: Please contact PayPal’s customer service as there are times when they block the payment from processing. Once that is done, you will be able to replace your order.
Q: Do I need a sonsybra.com account to use PayPal?
A: No, you can use PayPal as a payment option without having an account. The thing is… having an account is so much cooler. It lets you store your billing address, multiple shipping addresses, join our mailing list, check your order status and create a wish list that you can share with anyone! It allows us to contact you if there’s a problem with your order too. It’s quick and easy.
Please note: The billing addresses on your sonsybra.com and PayPal accounts must match in order for your order to be processed.
Q: Can I pay with PayPal over the phone?
A: Sorry. We love it when you call, but we won’t be able to place PayPal orders over the phone.
Q: Can I use PayPal for international orders?
A: Yes! We now accept PayPal for international orders.
Q: Can I add items to my PayPal order once I’ve submitted it?
A: Sorry again. Once you submit that PayPal order, it’s set in stone. You can always place another order though!