Q: How do I place an order?
A: You can place an order on our website by checking out as a guest or creating an online account with us. Be confident in the safety of your personal information - our orders are processed using SSL technology.
Q: How do I contact customer service?
A: There are multiple ways to contact Offray's customer service. You can call 1.800.237.9425, select option 5. We are in the office Monday - Friday from 8:00am - 5:00pm EST. Or, you can email customer service at email@example.com and we will reply via email the next business day.
Q: What payment methods are accepted?
A: We accept major credit cards: Visa, American Express, MasterCard, and Discover. You can also choose to pay with your PayPal account.
Q: Do you have a minimum order requirement?
A: No, we do not have a minimum order requirement.
Q: How do I change my password?
A: If you forget your password, please click on the "Sign In" link at the top of the page and then enter your email address in the "Forgot Your Password?" section. The new password will be system generated and you are advised to change it when you login the next time.
Q: How do I return an unsatisfactory product? What is the standard return procedure?
A: It is our goal to make every customer satisfied with our product! If you need to return an item, call us toll-free at 1.800.237.9425 (option 5), Monday - Friday from 8:00am - 5:00pm EST. We will authorize the return and give you the return shipping address. We offer returns on products which have been purchased in the last 30 days.
Q: If I place my order today, when will it ship?
A: We generally ship orders the same business day if received before 12:00 pm EST, or the next business day. Standard shipping time is 5-10 business days, depending on your location and barring complications such as adverse weather conditions.
Q: What is normal shipping time if I choose to use expedited services?
A: Offray offers 1-Day and 2-Day expedited shipping options. After the order is processed and leaves our facility, your order will be delivered to you in either 1 or 2 days depending on the shipping method chosen. Offray cannot be responsible for order delays due to UPS or inclement weather.
Q: Do you offer shipping to P.O. boxes?
A: No, we cannot ship to PO Boxes. Since we use UPS as our shipping service, they are unable to deliver to PO Boxes. We must have a physical address for your package to be delivered properly; if you list a PO Box as your shipping address, it will take longer for you to receive your package because we will have to contact you for your physical street address.
Q: Can I change or cancel my order?
A: The order process begins when you click on the submit order button in the checkout. Our orders go directly to our shipping department for processing so we are unable to make any changes to your order. If your order has not been processed, we can cancel your order. Please contact customer service at 1.800.237.9425, select option 5.
Q: Where is my order?
A: After your order has shipped, you will receive an e-mail with the UPS tracking number for the packages. You can also check the status of your order by clicking the My Account link at the top of the website and logging in. You can view your order history at the bottom of the My Account page.
Q: Do you charge sales tax?
A: Yes - we collect sales tax for orders being shipped to certain states. The amount of tax is based on your local state and municipality tax rates.
Q: Do you ship orders to international addresses?
A: No – we currently ship to only US addresses in the 48 contiguous states. If you are an international customer and would like to find a retailer in your area, please call our customer service department at 1.800.237.9425, select option 5.
Q: How do I know when there are promotions?
A: Enter your name and email address into the "Sign up for Exclusive Deals" section at the bottom of the website. Once you register your email, you will begin to receive our promotional specials in your email.
Q: How do I return or exchange an item I purchased?
A: Click here
Q: Is there a time limit on returns?
A: We accept returns & exchanges within 30 days after purchase.
Q: Can I get my shipping cost refunded?
A: If there is an error on our part related to your order, we will gladly exchange or issue a refund for your return and any applicable shipping charges. We cannot refund the original or returned shipping costs. All exchanges are charged a re-shipping fee.
Q: Do you issue price adjustments?
A: We are unable to offer price adjustments on products that go on sale after a purchase is made.
Q: If I received a Offray product as a gift, can I return it?
A: If you received an Offray product as a gift, we would be happy to exchange it for you. However, we cannot offer monetary refunds for a product that was not purchased directly from our website www.offray.com or over the phone from a customer service representative.
Q: When will I see the refund on my account?
A: Your refund will be processed after we receive the returned merchandise. Please allow a minimum of 14 business days for returns to be received and processed. Refunds are issued according to the method of payment used for the original purchase.
Q: What if I received a damaged product?
A: If you receive a damaged product, please contact customer service for a replacement at 1.800.237.9425 (option 5) or at firstname.lastname@example.org.