FAQ

FAQ

 

 

Welcome to our help page. We've listened to your feedback and have made it easy to find the information you're looking for. This page is broken down below into the following categories: Top Questions Asked, Ordering, Shipping, Returns and Miscellaneous.

TOP QUESTIONS ASKED
 
   
What are your shipping fees?  
Order TotalGround2nd DayNext Day
Delivery in 5-7 Business DaysDelivery in 2 Business DaysDelivery by Next Business Day
1 itemFree$18.95$28.95
2 itemsFree$20.95$30.95
3 itemsFree$22.95$32.95
4 itemsFree$24.95$34.95
5+ itemsFree$26.95$36.95

We're also proud to offer international shipping. Please click here for our international shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.

 
   
When will my order be shipped? When will it arrive?
  If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the type of shipping you select.
 
   
What's the status of my order? How do I track my order?
  Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.
 
   
Do you offer Gift Certificates?
  Yes, we do! Gift Certificates can be ordered in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website. Click here for more information..
 
   
Will my credit card be charged immediately?   Will my credit card be charged immediately?
No. Your credit card will not be charged until your order is shipped. When you enter your credit card information on the final review page, we'll give you an order confirmation number. You will also immediately receive an e-mail confirming that your order has been received. We will send you another e-mail to notify you when your order has been shipped and we've charged your credit card.
 
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ORDERING QUESTIONS
 
   
Do you offer Gift Certificates?   Yes, we do! Gift Certificates can be ordered in any amount. They are sent via e-mail to any individual with a valid e-mail address. The recipient of a Gift Certificate will receive an e-mail with a Gift Certificate code redeemable only on our website. Click here for more information.
 
   
Why should I become a registered user?
  Being a registered user offers you faster checkout since you won't have to re-enter your credit card or shipping and billing information. When you place an order that information will be filled in automatically. Also, registering makes gift giving simple. Your family and friends' information can be saved in your Address Book, so you avoid typing in their information each time you send a gift. Click here to register now.
 
   
How do I change or cancel an order?
  To cancel an order you recently completed, simply go to this page as soon as possible, log in and then click "cancel order." If for any reason you would like to change your order, please contact customer service as soon as possible. We will make every effort to accommodate your request. However, because our system is designed to fulfill orders very quickly, we cannot cancel or change an order once it has entered the shipping process.
 
   
Why did you call or e-mail me to verify my order?
  For your own security and protection, if in the normal course
of fraud control we find something suspicious regarding your
order, we will call or e-mail you to verify your information.
 
   
What are my payment options?
  We accept Visa, Mastercard, American Express and PayPal.
 
   
Are purchases on this website really tax free?   We currently only collect sales tax in California and New York.
 
   
Is ordering over the internet secure?   Yes. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
 
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SHIPPING QUESTIONS
 
   
What are your shipping fees?  
Order TotalGround2nd DayNext Day
Delivery in 5-7 Business DaysDelivery in 2 Business DaysDelivery by Next Business Day
1 itemFree$18.95$28.95
2 itemsFree$20.95$30.95
3 itemsFree$22.95$32.95
4 itemsFree$24.95$34.95
5+ itemsFree$26.95$36.95
 
   
What's the status of my order? How do I track my order?   Once you have placed an order, you can check on its status at any time. To track your order from this page, go here. Once an order has shipped, you will receive a shipment confirmation email that will contain your tracking information.
 
   
When will my order be shipped? When will it arrive?
  If your order was placed Monday thru Thursday it will be shipped the same day or the day after. If your order was placed on Friday prior to 3:00pm PST, the order may be shipped the same day, if not it will be shipped on Monday. You will receive an e-mail confirmation once your order has shipped. Prior to checking out, you will see several estimated arrival dates, depending on the

NOTE: For consumer protection, all orders are subject for review. On occasion, this may cause a slight delay in processing your order. Your patience is greatly appreciated.
 
   
How do I know that my order has been shipped?   When your order has been shipped, we will send you another e-mail with your tracking number and a link to where you can track it online.
 
   
What's the difference between "Order Date" and "Ship Date"?
  On most websites, "Order Date" and "Ship Date" are not the same. For example, if you place an order on Friday at 11:00pm PST, your package will not ship until after the weekend. When you place an order, you'll see an "Estimated Ship Date" on the order page. If you opted for 2nd Day Shipping, you will receive your package two days after it ships. In some cases this does not necessarily mean two days after you placed the order. Although most orders are shipped the same or next day, please take weekends and holidays into account when considering the shipping date.
 
   
What countries do you ship to? What about duties?
  We're proud to offer international shipping. Please click here for a list of countries we ship to & shipping rates. Remember, shipments outside of the U.S. may be subject to import duties and taxes, which are the responsibility of the recipient. Since duties and taxes vary by country and by what was ordered, we are not able to supply an estimated cost. Please contact your customs office for more information.
 
   
Do you ship to PO boxes or APO/FPO addresses?   For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.
 
   
If I send my package as a gift, will the recipient receive the invoice?   Yes. If you would like us to remove the invoice from the package, please send us an e-mail immediately after your order is placed by using this form
 
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RETURNS & EXCHANGES
 
   
What is your return/exchange policy?   We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund or exchange. Unwashed, unworn, unused or defective merchandise may be returned within 21 days after purchase for an exchange or refund. Merchandise received after 21 days will only be accepted at our discretion for an online store credit.

We will only refund shipping charges if we sent the wrong item or the item sent was defective. If you are making an exchange because you would like a different size, style or color, you will be charged for shipping on your exchange. The return/exchange value is determined by the last retail price of the item.

Please note: We do not accept returns on products that were not purchased via this website.

Please use the most economical shipping method for your return. Due to security constraints, we cannot reimburse you for an amount greater than your purchase amount.

Returns & Exchanges will only be accepted with a completed return form. Log into your account, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.

 
   
Where do I ship my return or exchange?
  Returns and exchanges must be mailed to the address on our return form. You must use our return form to properly process your return/exchange. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box.
 
   
How should I ship my return or exchange?
  Pack and seal your box securely, in the original package if possible. To be properly processed, you return/exchange must include a completed return form. Go here, log in, click on "View Order" and on the following page click on the "Return or Exchange Items" link. Follow the easy steps, print the final page and include it in your return box. You should ship your return/exchange with a carrier who will provide your package with a tracking number to ensure that your package does not get lost. Packages must be returned prepaid. We do not accept COD.
 
   
When will my credit card be refunded?
  Once your package has been received, your refund or exchange will be processed within 7 business days. If there is a refund due, a credit will be issued in the original form of payment.

The credit may not show up until your credit card's next monthly billing cycle. You will be notified via email to the address listed on your order when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.

 
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MISCELLANEOUS QUESTIONS
 
   
Where can I find a store near me that carries your products?
  Searching for a store near you that sells our products is easy, just go to our store locator page.
 
   
Can you tell me when new products or special

  Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements. Click here to get started.
 
   
What is the Address Book and how do I use it?
  Registered users can store the addresses of their family and friends online. When you want to send a gift, you don't have to search for someone’s address...we'll hold onto it for you! Go here to update your address book.
 
   
Why can't I select the color/size combination I want?
  It's possible that the color/size combination you want is not in stock. For example, we may have your size in stock but not the color. Or we may have the color, but not your size. Check back in a few days, our inventory is constantly being updated.
 
   
What is the best way to care for my Paige Premium Denim?    DO NOT dry clean!    The best way to care for your Paige Premium Denim is to wash your jeans inside out  in COLD water with  non-bleach color-safe detergent.  Drying in a dryer is not recommended as it may breakdown the elasticity of the fabric.  Hang drying is recommended.  
 
   
How do I keep my really dark and black denim from fading?   DO NOT dry clean!    Some fading will occur over a long period of time  in the wash , however the best way to keep your black or dark jeans like new is to wash them inside out  in cold water and to use detergent specially design for dark colored clothing.
 
   
Are the products on the website the same as in the
stores?
  Yes. Although our website may have a greater selection than a store in your area, the products are the same. To find a store in your area, click here .
 
   
I bought your product on eBay, is it authentic?   We have been getting lots of complaints from customers who have purchased on eBay (or other auction/web sites) in regards to counterfeit products. To be sure that you're not buying a counterfeit product, we suggest you shop on our website or from one of our authorized retailers.
 
   
Is my personal and credit card information safe on your website?   Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.
 
   
What is your privacy policy?   We will never share your e-mail address or personal information with any third parties. Any information collected on this website will be used for fraud control, order verification or internal marketing purposes only. For more details on our privacy policy, click here.
 
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