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Customer Care

Customer Care

Help / Customer Care / FAQ

Please take a moment to read our Customer Care / Frequently Asked Questions . We hope this will answer any queries you may have, however if it doesn't please Contact Us. We are very customer service oriented and pride ourselves on answering any and all questions within 24 working hours.
Please click on links below for quick answers to your questions.

Privacy
Do you use Secure Servers?
What about Privacy and Spam?
Do you offer a customer satisfaction guarantee?

General Information
Are all of your gift items in stock?

Payment Methods
What credit cards do you accept?
Do you accept checks and money orders?
Can I use PayPal?
Which Gift Certificates do you accept?
Do you charge Sales Tax?

Shipping Information
Track Your Package
Which shipping services do you offer?
Which is the best shipping method for me?

Which Expedited Shipping services do you offer?
Do you offer Free Shipping?
What are the Shipping Rates?
Is Shipping, Handling, and Insurance included in the final total?
How long after my order is placed do you ship, and when can I expect delivery?

International Ordering & Shipping Information
APO/Military Ordering & Shipping Information and Rates
International Shipping Information and Rates

Return / Exchange Policy / Lost or Damaged Packages
What if my package is delayed or damaged?
What is your Refund/Exchange Policy?

Additional Information
Link to Us
Merchant Ratings

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Are all of your gift items in stock? All of the gift items shown on our pages are in stock on the premises, allowing us to complete your order and ship quickly, typically within 48 from our location in the US. Please allow 1 extra day after a holiday. In most cases, out-of-stock items are on order from the manufacturers. If you would like to be notified when an item is back in stock please add your email address to the item notification box.
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What kind of security do you use? SSL protocol ensures 100% protection and confidentiality when using your credit card. Yahoo! Shopping uses secure servers to protect your personal information, including your name, address, and credit card information. All online transactions at Yahoo! Stores are handled with Industry-Standard SSL Encryption. When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, then decoded when it gets to us. You can see that the checkout is a secure area of our site because a padlock symbol or key will appear in the bottom of your browser.
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What is your Privacy Policy? LollySmith.Com is a 100% spam-free zone. We respect your privacy and do not share any of the information you give us with third parties. The information is used to process your order, reply to your questions, and improve our site. Any personal information you provide is held in the strictest confidence. We do not sell to mailing lists.
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Do you offer a Satisfaction Guarantee? We want you to be happy with your purchase from us. We offer a 30-day no quibble, 100% satisfaction guarantee...if for any reason, within 30 days of your invoice date you are not completely satisfied we will issue a prompt exchange, credit, or merchandise refund, minus shipping charges. Customer is responsible for return shipping charge.
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Telephone Orders: In order to be PCI compliant we do not take orders by phone. Orders can be placed through our secure online shop at any time.
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What credit cards do you accept?
  • Visa
  • MasterCard
  • American Express
  • Discover
  • Diners Club
  • PayPal
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Do you accept PayPal? Yes. PayPal is designed to be one of the safest ways to send money online. Pay with your credit card, bank account, or PayPal balance without ever exposing your numbers online. Our PayPal Express allows you to speed through the checkout process without retyping financial information or even your address. PayPal also lets international customers purchase online and payment is automatically converted to their desired currency.
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Do you charge Sales Tax? Sales tax is only charged to residents of the state the shop resides in. 6% sales tax will be added for PA. residents.
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Do you accept Gift Certificates? We accept LollySmith.Com Gift Certificates.
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What shipping services do you offer? Which is the best shipping method for me?

We use the US Postal Service and UPS.

US Postal Service:
  • They deliver to PO Boxes, deliver on Saturday's at no additional cost and typically provide the most cost efficient shipping rates.
  • We do not offer UPS delivery outside the US. All International orders must choose one of the International methods through the US Postal Service.


US Postal Service 2-3 Day Priority: This service generally takes 2-3 business days from the day we ship, however the Post Office does not guarantee delivery time for this method, especially during the busy Holiday season. Most orders are shipped the next business day after the order is placed. Package tracking and insurance are included in the cost.

US Postal Service 2nd Day Express: 2nd Day delivery is guaranteed once your order ships. The day after your order is shipped is considered by the US Postal Service and UPS to be the Next-Day, the following day is then considered the 2nd Day. 2nd Day orders received on a Friday after 11 AM EST. will be shipped out the next business day, which would be Monday. There is no shipping available on Saturdays or Sundays. Express Mail requires a recipient's signature upon delivery. Express Mail delivery is not available to PO Boxes, International addresses, or for out-of-stock items. US Postal Service Express Mail has Insurance and Package Tracking included in the price.

USPS Economy: Delivery averages 7-10 business days. Please Note: Economy shipping does not include insurance. We are not responsible for lost or damaged packages for this method and strongly suggest upgrading to an insured method. Package tracking is provided for all shipping methods.

UPS:
  • UPS does not offer Saturday delivery.
  • Delivery is guaranteed once your order ships.
  • In some areas UPS may require a signature upon delivery.
  • UPS has Insurance and Package Tracking included in the price.
UPS Ground: is a prompt, dependable, low-cost ground delivery reaching every address throughout the 48 contiguous states. The service normally takes 2-6 business days once shipment is fulfilled. Most orders are shipped the next business day after the order is placed, and all UPS Ground has Insurance and Package Tracking included in the price.

UPS 3 Day Select: guarantees delivery by the end of the third business day Monday through Friday to every address in the 48 contiguous states. Most orders are shipped the next business day after the order is placed, and all UPS 3 Day Select has Insurance and Package Tracking included in the price.

2nd Day Delivery: Guaranteed on-time delivery to every address throughout the U.S. and Puerto Rico by the end of the second business day Monday through Friday. It is the right choice for shipments that do not require overnight delivery by providing substantial savings compared to rates for overnight service. Fast, reliable delivery guaranteed by the end of the second business day. Intra-Alaska shipments are not guaranteed. 2nd Day Delivery has Insurance and Package Tracking included in the price.

UPS Next Day Air: ships throughout the 48 contiguous states and offers door-to-door delivery normally the next business day Monday through Friday after the order shipment is fulfilled. Orders received on a Friday after 11 AM EST. are shipped the next business day, which would be the following Monday. All UPS Next Day Air has Insurance and Package Tracking included in the price.

Please verify that all address information is correct before finalizing your order. If you provide incorrect information and your package ships, UPS will charge $6.00 for address corrections and $10.00 for address changes which you will be responsible for. If you refuse delivery or your package is returned to us as undeliverable you will be responsible for the return shipping charge.



What Expedited Shipping services to do offer?.

US Postal Service 2nd Day Express: 2nd Day delivery is guaranteed once your order ships. The day after your order is shipped is considered by the US Postal Service and UPS to be the Next-Day, the following day is then considered the 2nd Day. 2nd Day orders received on a Friday after 11 AM EST. will be shipped out the next business day, which would be Monday. There is no shipping available on Saturdays or Sundays. Express Mail requires a recipient's signature upon delivery. Express Mail delivery is not available to PO Boxes, International addresses, or for out-of-stock items. US Postal Service Express Mail has Insurance and Package Tracking included in the price.

UPS Next Day Air: ships throughout the 48 contiguous states and offers door-to-door delivery normally the next business day Monday through Friday after the order shipment is fulfilled. Orders received on a Friday after 11 AM EST. are shipped the next business day, which would be the following Monday. All UPS Next Day Air has Insurance and Package Tracking included in the price.
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Do you offer free shipping?

We offer Free Ground Shipping for orders of $199.00 or greater. To place a Free Shipping order online:
  • Once you reach $199.00 in your shopping cart please Select FREE Shipping UPS Ground or FREE Shipping USPS Priority as your shipping option.
  • Ship your items to a single address within the 48 contiguous United States, which does not include Hawaii, Alaska, APO /FPO, or International addresses. Discount coupons cannot be used in conjunction with free shipping.
  • Our Free Shipping offer follows the same guidelines of Shipping and Delivery as our standard shipping policy. LollySmith reserves the right to change shipping method as it deems the best way for your address. Offer may be modified or discontinued at any time.
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What are the shipping rates? Shipping is variable based on the weight of the order, shipping method, and it's destination. We do not charge any handling fees or anything beyond the actual cost of shipping your package.

Calculate Shipping Rates You do not need to provide a full address or have an account with us or provide any payment details to calculate your shipping costs. Browse or search our store for a specific product, when you've found what you're looking for, click the Add to Cart button to put it in your shopping cart, where you can calculate the cost to shipping to your destination.

Once in the Shopping Cart please enter your Zip Code. For orders shipped outside the United States just select Country. The calculator will display all available shipping methods and rates on the items in your cart. Please note: The cost is the exact amount charged by UPS or US Postal Service.
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Is Shipping, Handling, Insurance, and Tracking included in the final total? Yes, Shipping, Handling, Insurance, and Tracking charges are included automatically in the final price.
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How long after my order is placed do you ship? In-stock orders usually are shipped the next business day. If an order is received before 11 AM EST, it may be shipped the same day. Orders placed on a Friday after 11 AM, EST, are typically shipped the next business day, which would be Monday.





Track Your Package

UPS Shipping Map
UPS Tracking
Tracking will begin upon carrier pickup


We are located in Northeast Pennsylvania (yellow area on UPS map). For the number of business days in transit for UPS ground packages match the color of your state with the color on the in Transit Days Chart above. Please Note: UPS Transit Days are Business Days only (Monday - Friday). UPS Transit Days begin after packages are shipped, typically the next Business Day from when order is placed.

UPS Delivery Times

Ground Yellow 1 Business Day | Brown 2 Business Days | Green 3 Business Days | Red 4 Business Days | Orange 5 Business Days | Grey 6 Business Days | UPS 3 Day Select: guarantees delivery by the end of the third business day Monday through Friday to every address in the 48 contiguous states
2nd Day Delivery: Guaranteed on-time delivery to every address throughout the U.S. and Puerto Rico by the end of the second business day Monday through Friday
UPS Next Day Air: ships throughout the 48 contiguous states and offers door-to-door delivery normally the next business day Monday through Friday after the order is shipped


Track UPS Packages

Enter the UPS tracking number provided in your Shipping Confirmation, then select "Track Package(s)". The status of your package will be displayed. You will see where your package is and if it has been delivered, you will see who signed for it as well as the time of delivery.






USPS Mail Tracking
USPS Delivery Times
First-Class Flat Mail 7-10 Business Days Monday through Saturday
Priority Mail 2-3 Business Days Monday through Saturday
Express Mail: 1-2 Business Days Monday through Saturday
Priority Mail International 6-10 Business Days Monday through Saturday to Customs
Express Mail International: 3-5 Business Days Monday through Saturday to Customs


Confirm Delivery Priority Mail Packages
Track Express & International Packages


The US Postal Service will have an initial and a delivery confirmation scan, but will not have a scan from every location during transit. Tracking provides detailed progress of Express Mail only. To check on the delivery status of your mailing, enter your Tracking number provided in your Shipping Confirmation. Please be sure to enter all letters and numbers exactly as they appear.





When can I expect my package to arrive? Arrival time depends upon the shipping method you choose and your packages destination - the closer you are to Pennsylvania, the quicker it will arrive. Once the package leaves our shop (usually the same or next business day), it is then up the USPS or UPS to deliver your purchase within their estimated time.
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Do you accept APO/FPO Military Orders? We are pleased to offer US Postal Service mailings to APO/FPO addresses. Please select "Priority Mail" on the order page.

Are there any extra shipping or handling charges for military mail? We charge no extra shipping or handling charges for mailing to APO/FPO addresses. You pay no sales tax. Tax/duty fees are not charged for APO/FPO Mail.

When can I expect delivery for military mail? APO/FPO delivery will take additional time. We typically ship the next business day. Priority Mail estimates consider the time from ship point to military post office only. It may take longer to reach you depending upon your location.

The time varies, but typically military mail letters are delivered between seven and 10 days depending on country of destination. Priority parcels will take 10 to 15 days according to MPSA (Military Postal Service Agency) officials.

Transit times will vary depending on operational conditions and the unit of the addressee. Those in established bases should continue to receive regular service, while those in forward areas or engaged in operations may experience longer arrival times due to logistical constraints.

Are there restrictions? USPS shipping regulations restrict our shipping packages exceeding 108 inches in combined length and girth or 70 pounds in weight. Further restrictions (item, size and weight) may exist in the country in which the APO/FPO address is located. Some items may not be deliverable to these countries. We will notify you if the USPS determines your purchase cannot be delivered due to any restrictions.
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Do you accept International Orders? We currently ship to all of the United States and territories as well as Australia, Austria, Belgium, Brazil, China, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Japan, Mexico, Netherlands, New Zealand, Norway, Spain, Sweden, Switzerland, United Kingdom, and Vatican City.

Do you accept Credit Cards For International Orders? We accept Visa, Mastercard, Diners, American Express, and Discover cards.

Can I send an International Money Order? We will, however, accept prepaid orders for shipment overseas to other countries using an International Money Order. Please contact us at international or fax 570.965.0923 or phone 570.975.2465 for information on how to pre-pay for your order using these methods of payment.

What method of shipping do you offer for International Orders? We offer USPS First Class Mail International, USPS Priority and Express International Mail, these seem to be the preferred method of shipping for most of our International customers due to less-costly rates and ease of Customs clearance.

Please note First Class Mail International does not include insurance (we are not responsible for lost or damaged packages for this method). Package tracking is provided for all shipping methods.

Are their additional costs over and above the total of my order?You may be subject to import duties and taxes, which are levied by your government once a shipment reaches your country. These fees are not included in our shipping rates. Additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be; you should contact your local customs office for further information.

Additionally, when ordering from outside the US, it is the responsibility of the customer to make sure the merchandise purchased can be lawfully imported and complies with all laws and regulations of the destination country. All import duties, taxes and fees, if any, are to be paid by the buyers. We take no responsibility for items that do not arrive due to customs confiscation. The customer will be responsible for return freight charges if product is refused or undeliverable.

Please Note: Because of international laws, we are unable to mark packages as "Gift" if it is sent to you. We can only mark "gift" if the order is paid for by one person and is shipped to a different name at a different address than the purchaser. The amount of your purchase will show on the customs forms attached to your package as required by International law.

How long will it take for my purchase to arrive? We ship as quickly as possible, often the next business day after your order is received. Once the package reaches your Customs Department delivery is through Your postal system. When your postal service receives your package, it will make the necessary delivery arrangements.

Actual delivery times from your local post office varies widely. Delays in delivery are usually due to custom/import duties or to local postal guidelines. While these factors make it difficult for us to estimate when you will receive delivery of your international order, most of our international customers report receiving delivery of their order 4 to 6 weeks after placing it. Canadian orders often take less time.

Is there package tracking available? Package Tracking is available for international orders. Please check with your local post office, they may have you sign for the package.

International Shipping rates are high, these rates are very close to actual costs.
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What happens if my package is Delayed, Lost or Damaged in transit? All merchandise we ship is fully insured. Please allow extra time for your order to arrive due to updated security precautions at the Postal Service, United Parcel, and airports. Especially during the busy Holiday seasons and winter months.

All items purchased from LollySmith.Com are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon our delivery to the shipping carrier. Once we hand over your package to the US Post Office or UPS it becomes the property of the US Post Office or UPS until it is delivered to its destination.

We will arrange for shipment of your order and will advise you of the estimated shipping dates, but we will, under no circumstances, be responsible for undeliverable packages due to incorrect information provided by the customer, delays in delivery, and associated damages, due to events beyond our control such as the weather. If an order must be reshipped, a reshipping fee may apply.

In case of lost or damaged packages, a copy of your insurance receipt will be provided upon request. It is the customer's responsibility to file all loss or damage claims with United Parcel Service 1.800.742.5877 or the Post Office where the package is received.

What do I do if my package was damaged? UPS Shipment: If your order arrived damaged please contact UPS Customer Service at 1.800.742.5877 within 48 hours of receiving your package. You will need to provide your tracking number and request a customer service agent at the end of the automated tracking message. Please keep damaged items and all packing material until other wise advised by UPS. Please contact us after contacting UPS so we can follow up on your claim and replacement items.

US Postal Service Shipment: if your order arrived damaged please contact us within 48 hours of receiving your package. Please contact us You will need to provide your order number.
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What is your return policy? All orders are shipped complete. We do not backorder items. Until you are certain you will not have to return, exchange or report a problem please keep the shipping box and all packing material. Please report problems or errors within 48 hours of delivery. All returns and exchanges must have a return authorization number and must be returned within 30 days of invoice date. Refunds are merchandise only and will not be issued after 30 days. Please contact us for a return authorization number. Returns without authorization will be refused upon delivery.

The customer is responsible for any shipping and handling charges incurred. We will only refund shipping costs if the return is a result of our error. The item should be packaged securely and insured. We are not responsible for packages lost in transit. We reserve the right to refuse a refund on any item not returned in its original condition. Returned items must be unused, unworn with original packaging, tags, and receipt. Due to hygienic concerns food products, pierced earrings, belly rings and Tin Whistles can not be returned or exchanged.

Refused or Undeliverable Packages: UPS charges us for the costs of refused or undeliverable packages. You as the customer are responsible for the additional shipping charges.

What if the item I received was the wrong item? We will only refund shipping costs if the return is a result of our error. We will not refund shipping costs for packages that can not be delivered due to incomplete or inaccurate addresses provided by the customer. Please contact us for a return authorization number.

When can we expect the refund or exchange? You can expect your refund or exchange within 14 days from the time we receive your return back to LollySmith.Com. For credit card orders, please allow one or two statements for your credit to appear. Customer is responsible for return shipping costs on exchanges.
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Do you offer discounts to sites that link to your shop? You may be able to get 10% of any sales that come from linking to our site. Please contact us include your URL, and if you qualify as one of our partner sites, we will pay you (or give you a credit for) up to 10% of any sales you refer to us.

We'll give you a unique code to use in links to our site, and also a special URL at Yahoo! Store where you can check the number of visits and sales you have sent to us. Interested? Please contact us!
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Merchant Rating Description Excellent / Top Service The Five Star Top Service icon next to a store's name is a sign of superlative quality. It means that the store is participating in our Merchant Rating System, and that customers who have ordered from that store have given it the highest ratings.

The Merchant Rating System is an integral part of Yahoo!'s program to guarantee a positive, high-quality online shopping experience. The rating system gathers feedback from shoppers about Yahoo! Shopping merchants and then uses the feedback to determine an overall rating for that merchant. The system is weighted so that what counts is the majority of the merchants ratings. If most customers rate the store positively, the ratings will reflect this.

The overall rating is displayed next to the store name whenever it appears in the Yahoo! Shopping pages. Use merchant ratings to make more informed purchasing decisions. And, after you place an order, contribute your feedback by filling out a merchant evaluation form.