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PANGEA VEGAN PRODUCTS: CUSTOMER SERVICE |
| *E-mail: info@veganstore.com |
| *Mail: 2381 Lewis Ave., Rockville MD 20851 |
| *Fax: 301-816-8955 |
| *Phone: 1-800-340-1200 |
|
| We are available by telephone from 11 a.m. to 6 p.m. Eastern
Standard Time, 7 days a week, except for holidays. |
| Our storefront is open for walk-in customers on Saturday & Sunday
from 11 a.m to 6 p.m EST. |
| For more
information on our storefront, click here. |
| SHIPPING METHODS & COSTS |
| For orders to street addresses within the continental US,
we ship by UPS GroundTrac to ensure that your package can be traced. The
costs are: |
| Order between $9.95 and $20: $6.99 shipping |
| Order between $20 and $50: $7.49 shipping |
| Order over $50: $7.99 shipping |
| Order under $9.95: $8.99 shipping (includes an extra $2 fee over our lowest shipping rate; otherwise we will lose money processing very small orders) |
| Packages can be shipped by US Mail (Priority Mail with Delivery
Confirmation) to a PO box or even a regular street address, but please
note that shipping by US Mail will be more expensive and is dependent on
package weight. The cost will be at least $6.99 and can be much higher.
We will contact you for approval if the shipping cost is over $20. Packages
shipped by this method are sent out twice weekly, so USPS Priority Mail
will not likely be faster than UPS Ground. |
| How long does UPS ground service take? Depending on
where you are relative to our location in Maryland, UPS ground shipping
normally takes 1 to 6 business days. The following chart from UPS shows
the typical ground service transit times from our location. Please note: These
are not guaranteed times; if you need a package urgently, we recommend
you select an express delivery option. |
| Click here for a timezone map |
| Do you offer any express shipping options? We offer
the UPS 3-Day-Select, 2-Day-Air, and Next-Day-Air express shipping options.
In these cases, the shipping cost will vary depending on package weight,
package size, and delivery distance--but please note that the cost will
be higher (sometimes much higher) than for regular ground shipping. We
will contact you for approval if the cost for 2-Day Air will be over $30,
or if the cost for 3-Day Select will be over $20. We will need approval
from you for any Next-Day-Air packages. We give a higher priority to processing
orders when express shipping is selected. If you have any questions regarding
these options, please just let us know. Please note that we can't determine
the cost of these options until after we've received your order and gathered
your items--as a result, any online order going by express delivery will
not show the shipping cost on the online invoice! The cost has to be calculated
and added later. |
| What about Hawaii, Alaska, PO boxes, or military addresses? For
orders going to these locations, packages will be shipped by the US Postal
Service, and the shipping charge will vary depending on the weight of the
package. The cost will be at least $6.99, and we will contact you for approval
if it is over $20. If you want insurance for a package going to any of
these destinations, please be sure to tell us! Also, these orders may take
longer to arrive. In addition, because of the greater chance of temperature variations in transit, we can't guarantee that chocolates or other perishable items will arrive in good condition! |
| What about orders to Canada? For shipping to Canada,
packages are sent via the US Postal Service, and the shipping & handling (S&H) charges depend
on the weight of the package. Basic estimates are as follows: |
| Order weight less than 1 lb: about $7.00 S&H |
| Order weight between 1 and 2 lb: about $10.00 S&H |
| Order weight between 2 and 3 lb: about $13.00 S&H |
| Order weight between 3 and 4 lb: about $17.00 S&H |
| Order weight between 4 and 5 lb: about $23.00 S&H |
| Order weight between 5 and 6 lb: about $25.00 S&H |
| Order weight between 6 and 7 lb: about $27.00 S&H |
| Order weight between 7 and 8 lb: about $29.00 S&H |
| For example, a box of shoes typically weighs about 3 lb,
and a single belt weighs less than 1 lb. We will contact you via email
with shipping costs, and we will need approval from you before we can process
and ship out your order. PLEASE NOTE: We can't guarantee safe arrival
unless you specifically request package replacement insurance from us (for
10% of the order total including shipping)!! The great majority of packages
arrive just fine, but there is a risk of packages being lost or damaged,
and these packages will only be replaced if replacement insurance has been
purchased from us! Also, these orders may take longer to arrive. Because
of the longer shipping times, we unfortunately cannot guarantee that food
items (particularly pastries and chocolates) will arrive fresh, so we do
not offer refunds or replacements for food items that spoil or melt in
transit. Finally, you may be required to pay customs charges upon arrival
of your package. You will need to consult with your local postal office
to learn more about this. |
| What about orders outside the USA and Canada? These
orders are shipped by the US Postal Service and will take longer to arrive.
The shipping cost is based on the package weight and destination. The cost
to England and Australia is usually very high! We will contact you via
email with shipping costs, and we will need approval from you before we
can process and ship out your order. PLEASE NOTE: we
are unable to track orders shipped outside the United States. Therefore,
although we do keep records of these orders and guarantee that they will
be shipped by US Airmail, we cannot accept responsibility for the safe
delivery of such orders! Please do not order if you don't accept this risk.
Because of the longer shipping times, we unfortunately cannot guarantee
that food items (particularly pastries and chocolates) will arrive fresh,
so we do not offer refunds or replacements for food items that spoil or
melt in transit. Finally, you may be required to pay customs charges upon
arrival of your package. You will need to consult with your local postal
office to learn more about this. |
| PAYMENT |
| We accept Visa and Mastercard (sorry, no Discover or Amex,
since these cards are much more expensive for a business to accept). We
also accept money orders in US funds. We can accept personal checks, but
as a result of numerous bounced checks, all first orders paid by check
will be held for 10 days while we wait to make sure the check will clear. |
| PRIVACY POLICY |
| Pangea never sells or otherwise discloses customer information
to any outside party. We respect your privacy, and we will never provide
your information to any other company or organization. |
| ORDER PROCESSING |
| Most orders are shipped either the same day we get them or
the day after. If your order will be shipped by UPS, you should receive
an email notification when your package has been shipped. If three full
business days have passed and you haven't either gotten a shipping confirmation
or heard an explanation from us about a delay, please contact us! We make
every effort to keep our customers informed of their order status. |
| Please note that we never charge your credit card until
your package has been gathered and prepared for shipment. |
| RETURNS & EXCHANGES |
| For orders within the continental United States: |
| If you're not satisfied with any product you order from
Pangea, just return it in unused condition within 30 days of receiving
it (along with a copy of your receipt) for an exchange, refund, or store
credit. In particular, any returned shoes must have been tried on indoors
only (briefly, with socks on). Shoes must be returned in resaleable condition,
i.e., no scuff marks, tags still attached, and in original box. |
| If the item you're returning is defective or not what is
listed on your invoice, Pangea will reimburse your shipping costs to send
it back to us. If you simply need to exchange an item (say, shoes or a
t-shirt) for a different size, you would pay the cost of returning the
item to us and we will pay for shipping the different-sized item to you. |
| Please note that if you wish to exchange a product for an
item with a different product code (rather than, say, just switching to
a different size of the same item), regular shipping charges will apply
for the new item(s). |
| Also note that special-ordered items, custom-made canvas/hemp
belts, food items, and opened body care items cannot be returned. |
| For orders outside the continental United States: |
| The policy is the same as with continental US orders, except
that the customer is responsible for any shipping costs incurred (unless
the wrong item was delivered or the item is defective). |
| Click here to return
to our home page. |
