Frequently Asked Questions
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Do you accept credit cards?
We accept Visa, Mastercard
and American Express.
How can I track my order?
You will eventually be able to track your order by visiting an online order status page. It is not set up yet and we apologize for the inconvenience. In the meantime, you may email us.
Will I get a receipt with my order?
Yes. Along with an
email receipt you will also receive an invoice with your package.
Can you store my
information so I don't have to enter it in each time I make a purchase?
We store your name
and address. However, all of our orders are processed at authorize.net, one of the leaders in ecommerce. Broken Heart Dolls never has your credit card
information. While it may be a drag to re-enter the credit card number with each purchase, it is, by far, the safest of all possible worlds for you.
How do I change or cancel an order?
If for any reason
you would like to cancel or change your order with BrokenHeartDolls.com, please send us an e-mail as soon as you can. We will make every effort to
accommodate your request. However, keep in mind that we cannot cancel or change an order once it has entered the shipping process.
When will my order be shipped?
Under most circumstances,
your order will be shipped within 36 hours. If the order is placed on Friday, it will not ship until Monday or Tuesday. Once your order is
shipped you will receive en email with a tracking number. This enables you to track your package every step of the way until it arrives at your
location.
What are your U.S. shipping fees?
We only offer standard shipping. First item is a flat $5.00. Shipping is free with two or more items. We do not ship internationally at this time, nor do we ship to Hawaii or Alaska.
When will I receive my order?
All orders will arrive
packaged in a securely sealed soft-pak envelope. U.S domestic orders will arrive 1, 2 or 3 business days after your ESTIMATED SHIP DATE (not
your ORDER DATE). You will receive an e-mail with your tracking number upon shipment.
If I send my package as a gift, will the recipient receive the invoice?
Yes. If you would like us to remove the invoice from your package, please send us an email immediately after your order is placed.
What is your return/exchange policy?
Unwashed, unworn or defective merchandise may be returned within 30 days of purchase date for a merchandise exchange or a full refund. We will only refund shipping charges if we sent the wrong item or the item sent was defective. If you are making an exchange because you want a different size,
style or color, you will be charged for shipping on your exchange. The return/exchange value is determined by the last retail price of the
garment. WE DO NOT ACCEPT RETURNS ON PRODUCTS THAT WERE NOT PURCHASED ON BROKENHEARTDOLLS.COM.
How do I prepare an item for return?
First, download a
copy of our Return Merchandise Authorization (RMA)
and fill it out. Then, pack and seal your return, in the original package if possible, and include a
completed RMA, along with the original receipt. It is recommended that you ship your return with a carrier who will provide your package with a
tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD. We also do not accept
returns for a refund if there is no original receipt, although we will offer an exchange without the original receipt.
When will my credit card be refunded?
Once your package has been received, your refund will be processed using the original form of payment, within 3-5 business days. You will be notified via e-mail when the transaction has taken place.
Can you e-mail me when new products are added to your website?
You bet! Sign up HERE
to receive special email updates of new products and upcoming sales.
Can I purchase online without a credit card?
Yes. Simply download an order form and mail with a check. You can also mail using a credit card if desired. CA residents, be sure to add 8.25% sales tax.
Do you offer gift certificates?
Yes, we do. Click HERE to retrieve one.
What is your privacy policy?
We will never share your
email address or personal information with third parties. Any information collected on butterbaby.com will be used for fraud control, order
verification or internal marketing purposes only. To read our privacy policy, click
HERE
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