CUSTOMER SERVICE

Who do I contact with questions?

PAYMENT

What forms of payment do you take?

We gladly accept Visa, MasterCard, American Express

When will my credit card be charged?

Credit card charges will only be applied upon order shipment. Pending charges may immediately appear on your credit card statement as a mode of verifying your account. However, your card is only charged when your order is ready for shipment. In the event that you cancel an order or an item becomes unavailable, the pending amount will disappear or be reduced accordingly. (Please note that the time for pending charge removal or adjustment can be longer for debit cards.)

Declined credit card?

We do not receive funds for declined transactions, though these charges may still appear on your account as pending or processing. Declined charges are cleared, after which those funds become available again. This process usually takes a few days. For a more accurate timeline we suggest contacting your bank, as they are the ones responsible for clearing those charges.

Will I be taxed?

We only charge sales tax to residents living in New York (8.875%), New Jersey (7.00%), and California (8.75%). For international orders, a customs duty may be incurred (the amount of which is determined by your country of residence). PLACID WAVE USA is not responsible for the payment of this duty. For an estimate of the duties you may incur, please reach out to your local customs office of UPS at 1-800-742-5877.

SHIPPING

Do you offer free shipping?

PLACID WAVE USA offers free 2-day shipping on orders above 300 Usd to the contiguous 48 states. Please note that you must select free shipping to at checkout when your order qualifies to receive this offer. For all other orders in the continental U.S that are not above 300 Usd will be charged $12 shipping cost.

What are my shipping options?

 

Country Method Carrier Cost
United States Standard Shipping
(2-3 Business Day Delivery in the Continental U.S.)
FedEx $12

Free (+S200)

Overnight Shipping FedEx $30

* $20 for Canada

* $50 for International shipping

* $30 for International shipping on orders over $250

Do you ship to P.O boxes or APO/FPO addresses?

Unfortunately, we are unable to ship to P.O. boxes or APO/FPO addresses.

How long will it take for my order to arrive?

Please allow 2-4 business days for order processing and shipment, and an additional 2-4 business days for delivery and some rural destination may take up to 5-7 business days. International orders take 3-6 days to arrive. Express 2 day shipping orders will be processed in 1 business day and delivered within 2-3 business days. Orders placed over the weekend will not be processed until the following business day.

How do I change my shipping address?

Once your order is placed we are unable to change the shipping address. We offer you the possibility to create several shipping addresses within your account. When submitting your order you may select the address where you would like the order to be delivered.

How do I track my package online?

You will receive a shipment notification e-mail once your order has shipped. The e-mail will contain the tracking information as well as a link to track your package online. When your order leaves our fulfillment center you will receive a confirmation e-mail with your tracking number. You can track your package by going to www.ups.com.

ORDER

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What’s the status of my order?

Most orders placed Monday-Friday before 2:00 p.m. ET will ship the same day. If your order was placed Monday-Friday after 2:00 p.m. ET, the order may be shipped the same day, but if not, it will be shipped on the following business day. You will receive an e-mail confirmation once your order has shipped.

How do I change or cancel an order?

If you would like to change or cancel your order, please contact us as soon as possible. We will make every effort to accommodate your request, however, please keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

What’s a pre-order?

A pre-order is an order placed for an item that we do not yet have on-hand. These orders will be shipped as soon as the inventory becomes available. When checking out with Paypal, all items will be charged at the same time. This means if you order an item on pre-order and one item that is available now, both items will be held for shipment until the pre-order item is available. For orders placed with a credit card, the available item will be charged and shipped out immediately and the pre-order item will be charged and shipped when it becomes available.

RETURN & EXCHANGES

What’s your return/exchange policy?

PLACID WAVE USA has a 14-day return policy for the receipt in the U.S. All sales are final for international customers. All returns or exchanges must be unwashed, unworn, unused and in their original condition with receipt and tags attached. Sale merchandise is final sale and not eligible for return or exchange and all gift cards are non-refundable. Please note, we only process returns and exchanges that were purchased via the online store. Products purchased from other retail stores must be returned to the store in which it was purchased.

All returns that are shipped back within the 14-day time period will be refunded to the Store Credit. Please note that We don’t do cash return. STORE CREDIT ONLY. You will receive an e-mail confirming when the refund is issued. Your refund will be processed as soon as you get the confirmation e-mail from us and you can use it whenever you are shopping with us.

Where do I ship returns?

You may ship your return to the following address within 7 days of receiving the product:

PLACIDWAVE Return

325w 38st Suite 701

New York. NY 10018

Note that the 14 day limit does not apply to the time the package spends in transit, so express shipping is not necessary.

How Should I ship my return/exchange?

All items that are eligible for return will come with a pre-paid SmartPost label. Please fill out the return section of the packing slip and place inside the box with your return. Then just peel off the label, affix it to the outside of your shipping box and drop the package off at a FedEx or USPS location. Please make sure to include the packing slip with the return section completed in the box.

You can also arrange a pick-up with USPS online at: https://tools.usps.com/go/ScheduleAPickupAction!input.action

Will I be charged shipping for a return?

Yes, you are responsible for return shipping and we recommend purchasing delivery confirmation or tracking. In the event that you choose to forgo secured tracking, PLACID WAVE USA Online is not responsible for the package if it is lost or otherwise not received.

What’s your holiday return policy?

Items purchased at www.plac-official.com that are received between November 30, 2016 and December 25, 2016, may be shipped back for a return through January 11th, 2017. Please note that all other terms and conditions provided in the PLACICWAVE sales and return policies are still applicable with respect to such items purchased. All purchases made on or after December 25, 2016 are subject to the our standard return policy.

HAVE MORE QUESTIONS?

PLEASE EMAIL US AT
order@us.plac-official.com