FREQUENTLY ASKED QUESTIONS
How do I place an order?
You may select the desired product and “ADD TO BAG”. You can continue shopping, or VIEW BAG and then Proceed to Checkout. At checkout, you can either log into your account, create an account or checkout as a guest.
Orders with items marked with an Estimated Ship Date will all ship at the same time with the selected shipping method.
How fast will my order be processed?
We only process orders Monday - Friday, not on weekends or holidays. After the product has been shipped, delivery timeframes can range between one and fourteen days.
Can I cancel or modify my order?
We process and complete orders as quickly as possible. If you have any modification requests or need to cancel, please contact us as soon as possible after placing your order at email@example.com. We cannot guarantee that we will be able to cancel or modify, but we will try our best to accommodate all requests.
What do I do if I am interested in a product that is sold out?
For products that are sold out, please find the Waitlist button on the product pages of our website and add your email address to the Waitlist. Once the product is back in stock, we will contact you via email.
I received my order and an item was damaged.
We take pride in the quality of our handcrafted pieces. If your item arrives damaged, we are happy to help with damaged items. Please email pictures, a brief description of the damage, the order number and your shipping information to firstname.lastname@example.org. We will follow up with next steps as soon as possible. Black Pantry will determine the best resolution and may ask to see a product in person before making a decision. Please note that Black Pantry is not responsible for normal wear and tear.
My order is a gift. How do I include a gift receipt?
As a default, we do not include any pricing in our packages. If you would like to add a gift message, you can do so in the shopping cart, prior to the billing and shipping page.
What shipping options do you have?
We offer free ground shipping via UPS for orders shipping to the contiguous US. We also offer the option for expedited shipping for $25 for 2-day express shipping and $35 for standard overnight shipping via UPS. For Hawaii and Alaska, the shipping will cost $15 for UPS ground delivery. We do not ship with signature required.
Do you deliver to PO boxes?
We do not ship to PO boxes. Please provide a non-PO Box address for the shipping address.
My tracking number says my order is delivered, but I cannot find it.
Please send an email to email@example.com as soon as possible and we will work with you to recover the package. We recommend checking with your neighbors as well in the event that the package was mis-delivered. It can take up to two weeks to replace lost merchandise while we investigate. Black Pantry is not responsible for lost packages reported more than 3 weeks past the delivery date.
RETURNS / EXCHANGES
What is your domestic return policy?
We accept returns of unused and unworn products within 30 days of shipment of your order. If you would like a refund on the original payment method, we will charge $5 for the shipping fee. Damaged product may be sent back to the customer.
How do I make a return?
To begin the return process, please log into your account. Under your order history, you will see a “Return” button. Please follow the prompted steps to complete the Returns Process. Once we receive your return, it can take up to 5 business days for your refund or credit to process. There will be an email confirmation when it has been completed. Please note that any shipping charges are non-refundable.
How do I make a return if I checked out as a guest?
You can find your Order History by signing up for an account using the same email address that you used to purchase. Once you have set a password, please log in to your account. Then, you can view your Order History and select the eligible items for return.
What do I do if my return is lost?
If you choose to use your own shipping method to send your return back, Black Pantry is not responsible for lost packages. We recommend using a traceable shipping method to help prevent this. For returns that are dropped off at locations other than UPS, Black Pantry is not responsible for recovering the return. For all other lost returns, please contact firstname.lastname@example.org
What is your gift exchange policy?
We will process gift exchanges within 30 days of the original order date. A Black Pantry Order ID is required for processing the exchange. Please note that we will not be able to help with a gift exchange if we are not able to find the original order. For questions, please contact us at email@example.com
How do I redeem my merchandise credit?
When you return for a Black Pantry Merchandise Credit, you will be given a Merchandise Credit code. During checkout, you will have the option of adding your merchandise credit to be deducted from your total balance.
What is Black Pantry’s Merchandise Credit policy?
Black Pantry’s Merchandise Credit received for returns does not expire.
I placed an order with Black Pantry credit. Can I get a refund to my card?
Orders made with credit can only be refunded via credit. If an order is partially paid for with credit, we can only offer a credit card refund for the amount placed on the credit card.
Does Black Pantry have a product warranty?
We promise to take care of your jewelry should there be any manufacturing defects, or unacceptable breaking/repairs. Our warranty does not cover general wear and tear or lost pieces. Please note that Black Pantry is not responsible for lost or stolen items once declared 'Delivered' by the delivery service. We are also unable to return any items once they have been altered by a third party jeweler.