Purple Store Orders

Purple Store Business

Purple!

How do I exchange or return a product?

1. If your item was sold directly from The Purple Store, you'll find our exchange and return policy here.  If you're not sure if it was an item directly from The Purple Store, try Step 2 below.


2. If your item came via one of our partners or you're unsure if it was a direct-ship item, find the product you ordered at www.thepurplestore.com and look for the "Seller's Return Policy" on the product detail page (near the price). Click on that and follow the steps to return your item.

If the your order processed through Amazon.com and the seller is unresponsive in your attempts to return your product we're happy to interecede in most cases.

How long does shipping take for items shipping directly from The Purple Store?  Can I place an Expedited order?

Items we ship directly will say "Seller: The Purple Store" on the product page.  Most direct-ship orders go out within 1-2 business days.  In the Continental U.S., Standard shipping takes 3-5 days for lighter items (packages under 13 ounces that tend to go First Class) and 4-8 days for most other packages via Parcel Post or FedEx Ground.  We're usually shipping from Seattle and timing will vary by the distance.  International orders tend to take 5-10 days to reach the destination country and delivery will vary based on customs and local delivery speeds.

Expedited shipping, and even Express overnight shipping, are available.  Once an item is in your cart you can select Standard or Expedited shipping.  If you would like your order sent via overnight or with a specific date guarantee, please e-mail us and we'll either set your order up manually or can send you a link to a secure payment page for the price difference; in most cases we can accommodate overnight orders.

For items delivered from one of our partners, you should see shipping estimates during checkout.

Where can I check my order status?

For items we ship directly you should receive an e-mail when your order goes out, including a shipping estimate based on how it was shipped.  In some cases, we use a shipper that provides tracking and will provide that information.  For items that ship from one of our partners, your order status can be viewed here. View "open and recently shipped orders."  Have your Amazon.com login information ready.

Can I buy gift certificates for The Purple Store?

We hope to introduce Purple Store gift certificates soon.  However, we do have an interim solution:  Because we use Amazon.com as one of our order processors, we can also accept Amazon.com gift certificates for nearly all Purple Store items.  Buy an Amazon.com gift certificate here and be sure to include a personalized note letting your gift recipient know how to find The Purple Store; all of our items can be checked out using Amazon's cart system (this will not be automatic if all cart items ship directly from us, so please ask us for instructions in this case).  

Because of our partner's limitations, we might create certificates that will only work for items we ship directly from us and customers would need to limit the purchase to those items while they shop with the certificate.   This seems potentially confusing, we think, so we'd be glad to hear your input.
Please let us know if this interim solution is better or worse than no options, your feedback will be appreciated and help us towards a better approach!

Do you have a physical store?

We do have a showroom in Seattle!   Our showroom page has details on The Purple Store's address and retail location and hours.

Can I send a check or money order?

We're happy to accept checks or money orders for some items. There are three possibilities:

A) If all items you are purchasing list The Purple Store as the "Seller" on the product page (for example, purple camo), we can take the order by e-mail, you send a money order in (as long as it's based on U.S. dollars), and we'll ship the order out when we receive the money order.

You can also use an e-check transfer straight from a bank account by using the regular cart checkout. We use PayPal for our cart and they have an electronic check option.
If you'd like to submit an order via e-mail for items shipped directly from The Purple Store and pay by money order, please e-mail us with the following:
--Items you'd like, size (if relevant), and quantity (easiest to just use our shopping cart and instead of hitting the checkout button, copy the order information and paste it in your e-mail).
--Full name, shipping address, and phone #.
We'll reply and confirming order receipt and providing an address for the money order.

B) If all items you are purchasing list Amazon.com as the seller, our site will use Amazon's cart system, which will accept money orders for these types of items. During checkout you can select "Pay by check or money order." You'll mail the money order to Amazon according to their instructions and the items will ship shortly after it's received.

You can also use a bank account transfer for these items. During checkout, select "Pay directly from your bank account."

C) For large volume orders (typically over $250) of most products, we can usually make arrangements for check or money order payment even if the order may normally ship from a partner.

Our privacy policy is top notch and we never resell customer information, so if you have a friend who is willing to make the purchase for you with their credit card, it might be a good temporary solution.

A color in the product name doesn't match the photo's purple shade on my screen.  What's up?

There are two possible reasons why the title and shade may look different on your screen. First, monitors display colors a little differently. What looks like dark violet on a laptop LCD might be brighter on a desktop monitor.  Second, we currently include how the manufacturer or seller identifies the color of their product. Some are meticulous about how they define their purples, and some consistently go with purple, violet or grape regardless of the hue (amateurs!).  If you receive a product that is supposed to be purple and it turns out to be so Lilac Smoke that it's grey, so Lavender that it’s blue, or so Mauve that it's pink, please let us know. We're committed to connecting you with purple products, not close approximations.

What's your privacy policy?

We won't abuse your information.  Details are in The Purple Store's privacy policy and you might also read Amazon's privacy policy.

How much does shipping cost?

Shipping charges depend on the shipping source (directly from us or otherwise).  Click on the seller's Shipping Rates & Policies link on the detail page of the product you're interested in purchasing.  Seller's shipping rates and policies vary, so make sure to take a look whenever you encounter a new seller.  You will always see the shipping cost before you finalize your purchase.

Because each seller ships from their own location, there may be multiple shipping charges.  If you buy $25 or more from Amazon.com and the items qualify for Free Super Saver Shipping (this is noted on the product detail page under "Shipping"), you can select Free Super Saver Shipping when you check out.  We try to alert you to any special shipping deals our partners offer.

Do you ship outside the U.S., to P.O. Boxes, or to military addresses?

All items shipped directly from The Purple Store (that say "Sold by: The Purple Store" on the product page) can be sent almost anywhere in the world, including Hawaii, Alaska, P.O. boxes, and APO/FPO military addresses.  Some items from partners can be shipped outside the U.S. depending on our shipping partner's policies.  Each product page includes a "Ships To" section with shipping locations.  
Two quick tips:
1.  See all our direct-ship items (that ship worldwide) here:  Direct Purple
2.  Add the country name to the search box to see what ships there!  For example, search for "shoes uk" to see all shoes that ship to the United Kingdom (this won't work for all destinations, but it will work for many). 
Click a flag for more information and to see purple shoes that ship to your location.  Please note that some countries have import tariffs or taxes and you will be responsible upon delivery for any import fees assessed by your customs service.  Please keep this in mind when sending a gift directly to the recipient!

What international shipment method should I choose?  What happens if I don't receive the package?

This is important: We promise to ship your package and do our very best to make sure your item reaches you.  When we ship internationally, only Express packages (at an optional extra charge by contacting us) will have full tracking and refundability.  Packages nearly always reach our customers in a timely way but regular International Mail shipping methods do not offer tracking.  Expedited (Priority International Mail) shipping offers a slight bit more tracing and sometimes can be claimed if anything goes wrong so we recommend that if you're concerned.  Please understand that there is little we can do for lost Standard international shipments so choose the shipping type accordingly (and if you really don't trust your postal service we're happy to quote FedEx, though the cost is significantly higher).

Our disclaimer here is that we wish we could be responsible for shipments until received but we simply cannot.  We try to find a way to help but we cannot promise to re-ship or refund items that aren't received.  Expedited shipments give you a bit more protection and Express shipments give you even more, so please keep this in mind. Again, it's very rarely an issue but we have to give this official disclaimer.

Why do some orders check out through Amazon.com?

Some items on our site ship from partners (we help you find it, they ship it to you).  As The Purple Store has grown, more products now ship directly from us.  Orders that include partner-supplied items or a mix of the two will usually go through Amazon's secure checkout.

For those items that don't ship directly from us, we still hope you'll place your order here.  We've searched through many thousands of items finding the best purple ones we can find to make it easier for you to find what you're looking for.  Buying through this site supports the Purple Store's growth and builds this community.  We thank you for being a part of it.

Is check-out secure?  Why does my browser warn me?

Depending on what you order, your checkout security will be provided by either PayPal or Amazon.com, both of which take steps to secure your credit card and other personal information.  Some browsers show a message when your shopping cart contents are transferred to PayPal or Amazon's secure page.  You will arrive at their secure page before giving any personal information.

Is there a phone number for The Purple Store?

We try to do as much as we can by e-mail and we do our best to reply quickly.  Since most of our customers e-mail, we keep prices down by not having extra staff trained and waiting for the few phone calls we'd get.  If you need to talk to us by phone, we ARE quite happy to call you.  E-mail us your phone number(s) and good times to reach you and we'll be in touch shortly.  We appreciate your understanding!

Can you send me a paper catalog?

Our website really is our catalog and we don't have a paper catalog at this time. If you would like to request a catalog should we print one in the future, please e-mail us your mailing address. In the meantime, you can subscribe to the Purple Club e-mail list on our Home page to receive product updates, purple news and other occasional e-mails from us.

How do I sell my purple product on your website?

Please email us a product description and we'll consider your product(s).

Why do you work with this seller?

All sellers at The Purple Store have a 75% or higher positive feedback rating from their customers and most have 85% or better. If they drop below this, even if we LOVE their purple products, we stop doing business with them to protect our customers from inventory issues, bad customer service or other problems that can cause a seller to drop below a 75% positive feedback rating. If you have a bad experience with one of these partners, please fill out the seller review request you receive in email and please email us about your experience.

What if my package doesn't arrive or the wrong items arrive?

Some important legal stuff:  We love our customers and, to make sure we stay in business, we have to limit our liability and our promises to what we can control.  We will do our best to ship packages quickly and on time and are proud of our track record of quick, accurate shipments. Mistakes do happen, though, and occasionally a package can be mis-packed or mis-shipped.  We do our best to correct those orders immediately.  It's also possible for a carrier (USPS, FedEx, UPS), a 3rd party seller, or dropship supplier to fail to deliver a package on time or as requested.  To reduce fraud, if a carrier is at fault or package tracking shows the shipment was delivered but is not found on the receiving end, The Purple Store will not be responsible for replacement or any costs incurred because of the package not being received.  When the carrier or another party is at fault, we will do our best to help customers resolve the situation or locate the package.  Additionally, our liability in any case is (and to stay open must be) limited to the cost of the item(s) ordered.  All sales are made under these terms and purchases are made under these terms.

still have a question...

If you have another question we haven't covered, e-mail us.

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