Head Over Heels

FAQ

  1. What payment methods are available online?
    You can check out using PayPal, which allows you to pay with PayPal balance, direct bank withdrawal, or with a credit card. You are not required to have a PayPal account to check out using PayPal.
  2. How long will it take for my item to arrive?
    Please allow up to 3 days for processing and 7-10 days of shipping time.
  3. What if I want to cancel my order?
    Orders can only be canceled if they have not yet been shipped. To cancel your order, your best option is to call us in-store. Alternatively you may send us an e-mail, but phone requests will be dealt with sooner.
  4. How can I check my order’s status?
    You can check the status of your oder by using the Order Tracking page. You will need your order number (found in your confirmation e-mail), and the e-mail you used during checkout. Here are explanations of the different statuses:

    • Pending: This is the first status for all orders. It means you have submitted your order, but we have not yet reviewed or begun processing it.
    • Processing: When your order is being processed it means we have reviewed your order, have the item in stock, and we are preparing to ship it.
    • Completed: Orders are considered completed once they have been shipped. If your order is marked as Completed, it means you may no longer cancel it.
    • On-Hold: We will contact you before putting your order on-hold. We will be required to do this if we run out of stock and have to purchase more from the vendor. This simply means that it will take longer than the estimated delivery time for you to receive your item.
    • Refunded: If you successfully cancel or return your order, we will refund your purchase and mark your order status as Refunded.
  5. Can I return or exchange my purchase?
    Online items may be returned or exchanged within 10 days of purchase and must be in new, unused, and undamaged condition. For more information, view our Return Policy page. If you have any questions about our return or exchange policy, please contact us.
  6. Can I buy an item online but pick it up in the store?
    Yes! On the Purchase Checkout page you will have the option to select in-store pickup. This is a great option if you live nearby and want to save on shipping costs! We will e-mail you when your item is ready to be picked up. Be sure to bring your receipt with you for proof of purchase.
  7. You have a lot more products in-store, why aren’t they all available to purchase online?
    For many of our products, we only have limited stock or even one available. That makes it more difficult to ensure that our online stock is up to date. These items are usually the ones that are only sold in-store. If you want to inquire about store stock, feel free to contact us at any time!
  8. What does it mean when a product says “Backorders Allowed?”
    If we run out of stock of some of our products, we are able to order more from the vendors. If an item is on backorder, it means we will order more for your purchase and delivery time may be slightly longer — an estimated 4-6 weeks.