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FREQUENTLY ASKED QUESTIONS
- How do I contact you?
For all sales related communications, please use sales@newhighmart.com. Direct all general inquiries to: info@newhighmart.com
- Do you ship to P.O. Boxes?
Absolutely Not. We only ship to valid street addresses. Any orders placed using P.O. Boxes will be automatically cancelled. We also pre-screen all ship-to addresses to confirm they are not known mail forwarding or postal forwarding operations.
- How much is shipping in the US?
All domestic orders are shipped UPS Ground and the cost is determined by weight. The actual amount will be displayed during checkout. Once your order has shipped you will receive an email as confirmation that includes a UPS tracking number. All shipments require an adult signature by recipient upon delivery.
- Do you ship internationally?
Yes! We currently ship to the following countries: U.S., U.K., Argentina, Austria, Belgium, Brazil, Canada, Chile, China, Denmark, Finland, France, Germany, Greece, Hong Kong, Indonesia, Ireland, Italy, Japan, Luxembourg, Netherlands, Norway, New Zealand, Philippines, Portugal, Singapore, Spain, Saudi Arabia, South Korea, Sweden, Switzerland, Taiwan, and United Arab Emirates.
International orders will be shipped via USPS Express Mail International. All costs are determined by weight/country. The actual amount will be displayed during checkout. All duties related to Customs/VAT are the sole responsibility of the customer. Occasionally, certain banks within certain countries do not actively participate in the fraud prevention AVS (Address Verification System) and will result in declined transactions. There is nothing we can do about that however if you have a PayPal account with a "verified" status and "confirmed" shipping address, we're happy to help you complete the transaction manually through PayPal... just let us know! - Do you ship to different addresses than the billing?
NO! Due to online credit card fraud, all orders must be shipped to the exact same billing address. All billing addresses MUST match the address on file with the bank card. We use very stringent AVS (Address Verification System) settings and inconsistencies of any kind will result in the transaction being terminated.
- What is your return policy?
We will gladly accept returns if they meet the conditions outlined in our Shipping & Returns section.
Please note: All Sales Final on Sale Merchandise. - What payment methods do you accept?
At this time we only accept Visa, Master Card, and American Express online. For certain items online, we may only accept bank-guaranteed cashiers checks, as opposed to credit cards due to fraud and the product detail page will provide instructions. On occasion we have been known to accept PayPal transactions to verified addresses only. Contact us for information.
- Why does my bank show charges for a declined transaction?
If during checkout you entered the wrong billing address or zip code, your transaction will be declined due to the stringent AVS (Address Verification System) settings that we maintain as an anti-fraud security measure. You might also experience a decline if your bank does not participate in the AVS program (this is usually the case with international orders). Unfortunately, some banks recognize these declined attempts as "authorizations" and will read as a charge temporarily on your end. They will eventually flush once the authorization that resulted in a "decline" doesn't capture when our system batches.
Note, there is a difference between an authorization and a capture. All transactions originate as authorizations and occur when the payment gateway asks your bank if they can honor the charge upon the initial order submission. It is then that the AVS filters are initiated and if an error is received, the transaction is declined and halted. It's only later once a real "capture" request is sent does the money actually change hands, but if it was declined, then the authorization is left in a suspended state until your bank purges it. All banks have their own way of handling these authorizations and according to their own schedule, these will definitely fall off on their own. We recommend that you simply check it again in the next day or so to confirm.
This is why we strongly recommend against repeatedly submitting transaction attempts after receiving a decline, as you could potentially reduce your spending limit completely for a few hours/days. - Are all your items in stock when I place my order?
Items are only displayed on our site if they are in stock. Just click the "Add To Bag" button and this will put the item in your shopping bag. Should the item you've selected suddenly become unavailable before you checkout, our site will display a message clearly stating that before you complete the transaction. If for any unforeseen reason the item you purchased is determined to be unavailable, we will notify you and credit your card if necessary.
- Is your site secure?
We use state-of-the-art SSL (Secured Socket Layer) technology for encrypted transactions. You will notice your browser indicating a secured connection during any sensitive part of the checkout process. We do not share, sell or swap personal information.
- Do I have to become a member?
Yes, however the only extra field we require besides your billing/shipping info is a password. The reason we prefer member-based shopping is so that you can track your order's status yourself in your account area. Becoming a member has the benefits of expediting future checkouts, access to order status/history, receiving product updates, coupon codes and more.
- What happens if I can't remember my password?
During the login process you will be given the option to retrieve your password. You will receive an immediate email response to the address you registered with that includes your password. You may always change your password as often as you'd like by visiting the edit section of your account page.
- Do you charge sales tax?
All sales originating in California will also include
8.25%9.75% sales tax. - Do you accept phone orders?
Absolutely not. CNP (Card Not Present) transactions are too risky as there is no way to guarantee authentications. Sorry.
- Do you have studio services / allow stylist pulls?
No. Due to abuse, New High (M)art no longer allows styling pulls whatsoever. Sorry.