PLEASE READ THIS PAGE BEFORE E-MAILING OR CALLING US:
Also please check out our Community FAQ page were you can find more detailed info,
CLICK HERE.
Q: I HEARD ABOUT YOUR FREE STICKERS POLICY. MAY I?
A: Yes! Email us your mailing address and we’ll send them to you.
Mother, May I: stickers@sugarhooker.com. If you take advantage of our kindness, you will get banned from sticker world. And that’s a very sad thing for you. We will send you stickers more than once, but only 1x per month, per request. Same address, different name? Sorry.
Q: I HEARD I COULD GET FREE STUFF FROM YOU. MAY I?
A: If you join our army and help us out a little, you’ll see that little go a long way in terms of receiving free stuff from us. And lots of love.
Join us: SHEISANARMY@Sugarhooker.com.
Also, we send you fun treats with every order! No, we don’t mean food.
Q: I LOVE WHAT SHE STANDS FOR, HOW CAN I GET INVOLVED?
A:
- The best, and most immediate thing you can do is join the SHE
Army. SHEISANARMY@Sugarhooker.com. We love to get you involved in our events, contests, activism, meet up groups, and so much more! Whatever you’re into, we can find a way for you to add value to our community.
- Drop us a line w/ your ideas and we’ll most probably put you to the test. We leave it up to you! SuggestionBox@sugarhooker.com
- If you’re looking for a job, email your resume to resumes@sugarhooker.com. Please keep in mind, that we are located in Los Angeles
Q: IS YOUR SITE SECURE?
A: It sure is! We are on a secure server (SSL). We promise you quality security!
Q: WHEN WILL MY CARD BE BILLED?
A: Immediately. Your card will be either authorized or declined upon transaction end. We can’t ship any items until your credit card has been authorized.
Q: MY CARD HAS BEEN DECLINED, NOW WHAT?
A: Call your bank, but don’t call us. Try 1) entering the information again 2) calling your bank to verify you have sufficient funds 3) make sure you have entered the proper billing address associated with your card!
Q: I PLACED AN ORDER BUT MY CREDIT CARD WAS DECLINED, BUT MY BANK RECORDS SHOW THAT THE MONEY WAS TAKEN OUT OF MY ACCOUNT, WHAT IS GOING ON.
A: When a credit card transaction is declined the customers issuing bank still "holds" the funds for a period of 24-48 hours before "releasing" them back into your account. Depending on the issuing bank this can usually be remedied by just calling the banks customer service and asking to restore the funds on your account. If the bank needs any information from our end we are more than happy to help out.
Q: HOW CAN I TRACK OR SEE THE STATUS OF MY ORDER?
A:
- We know you are eager to receive your SugarHooker.com orders. When your package ships, we will send you an e-mail notification along with the UPS tracking number of your shipment. You can track the status of your shipment at UPS.com, or you can phone UPS at 1-800-PICKUPS.
- Another great way to track your package is to log onto our website at anytime to see the current status of your order.
- Go to WWW.SUGARHOOKER.COM and sign in to your account.
- Once you are signed in, go to “My Account”. This page will contain all your account info.
- You will see a list of all your orders, past and present. The one closest to the top is the most recent order. Click on the order number, located next to the order date, to see the status of your order.
- An order that has processed but not shipped will remain as a pending order (we are waiting for confirmation from your bank).
- When your order has shipped, it will go into “processed order” status.
- You can easily track your package by hitting the track button. This will tell you exactly where your order is and how soon it will arrive.
Also you can visit UPS.Com and enter the tracking number that was sent to your email mailbox. This is another easy way to find out about where your package is.
Q: I have already entered my billing info and everything, but I've been back to your website and it doesn't automatically fill in for me.
A: You need to log into your account, or set one up. If you have an account already, log in and store/save your information in the "My Information" menu option. That way, every time you come back to the site, you don't have re-enter your billing info.
Q: HOW SOON WILL I GET IT?
A: We ship UPS Monday-Friday. Packages go the Post Office 3 days a week. Orders get processed in the morning and ship out in the evening.
Q: CAN I GET IT FASTER?
A: Sure can! Check out the overnight shipping charges, you will see them when you are ready to check out. We will not ship overnight without a phone number. Our awesome automated system should be able to calculate your exact shipping costs.
Q: WHAT HAPPENS IF ITEMS ARE OUT OF STOCK?
A: We try our best to keep good inventory – our website will let you know if we are out of an item, because that item size/color/and other specs will be unavailable on our website. Send us an email for an update, or save your item in your wishlist, and we can let you know when your favorite is back in stock.
Product Availability
We strive to pack and ship all packages within two business days. If this is not possible for some reason, we will notify you immediately. The total time to receive your package is dependent upon the shipping method you choose. We have listed the estimated times including our packing time and shipping time.
More Details: Shipping Information
Q: CAN I USE PAYPAL?
A: Not yet. Email us if you are really stuck, and need to use Paypal. We’ll get in touch with you and help calculate the total of your order w/ shipping so you can use it. info@sugarhooker.com “HELP! I WANT TO USE PAYPAL!”
Q: Can I send you check or money order?
A: So sorry. At this time we do not accept checks or money orders.
Q: CAN I RETURN MY ITEMS?
A: Yes
1) Item must not be in perfect unworn condition with tags in place..
2) You must return your items within 7 days of receiving them.
3) There are no shipping refunds.
If you are cool with this, send the item back to us at the address bellow.
4) Please let us know why you are returning the item. We want to make sure that you are happy with our service, and want to learn about any problems that you’ve had with your items. Your feedback is important to us.
Sugar Hooker Entertainment - Returns
8033 Sunset Blvd. #936
Los Angeles, CA 90046
Please include a letter of explanation (i.e. "does not fit) and order number, name, shipping address, phone number and email address. You will be refunded the proper amount and notified via e-mail. If you want to exchange your item, we’re totally happy if you’re happy. Please do this within 7 days of ordering the item – otherwise we won’t accept your delivery.
Q: I RETURNED AN ITEM, CAN I GET REFUNDED TO A DIFFERENT CARD?
A: No, you must get refunded to the credit card you used for the initial purchase.
Q: DO YOU SHIP OVERSEAS?
A: Yes we do! Just go through the checkout process like everyone else! We will ship it using global priority mail (almost always within a week) or global express mail (with tracking).
Q: HOW DO I GET A TRACKING NUMBER FOR INTERNATIONAL PACKAGES?
A: Tracking is only available if you pay for global express mail. This is also the only service that will insure your international shipment; in other words-if you choose the cheaper shipping option we do not guarantee that you will get your package.
Q: I HAD SUCH A GREAT WEBSITE EXPERIENCE, I LOVE YOUR PRODUCTS & YOUR CUSTOMER SERVICE IS IMPECCABLE WHO CAN I LET KNOW?
A: You can easily email info@sugarhooker.com
Hopefully that should do it, if not e-mail us at any time:
orders@sugarhooker.com
Remember, SHE Loves You! |
