Frequently Asked Questions
Payments
What payment methods do you accept?
We accept a variety of payment methods for your convenience, including major credit cards like American Express, Discover, and Visa. We also offer several digital payment options such as Apple Pay, Google Pay, PayPal, and Venmo.
Is my payment information secure?
Yes, your payment information is secure, and we take protecting it very seriously. Our website uses industry-standard SSL encryption to protect your data during checkout, and we partner with trusted, secure payment processors. We accept a variety of secure payment options, including major credit cards, PayPal, and Apple Pay, so you can shop with confidence.
How do I apply a discount code or gift card?
To apply a discount code or gift card, please proceed to the checkout page. You will find a designated field to enter your code, and once you apply it, your order total will update to reflect the new amount.
Do you offer guest checkout?
Yes, we offer a guest checkout option for your convenience. You can proceed to payment without creating an account, ensuring a quick and easy shopping experience.
Do you charge sales tax?
Yes, as an e-commerce company, we are required to collect sales tax in accordance with applicable state and local laws. The exact sales tax amount is calculated at checkout and will be based on your shipping address.
Can I change or cancel my order after it has been placed?
We understand that circumstances can change, so we will do our best to accommodate modifications or cancellations if your order has not yet been processed or shipped. Please contact us immediately at 650-243-3032 or sales@privatelabelmfg.com with your order number for the quickest assistance.
Shipping
What are your shipping options and how much do they cost?
We offer free shipping on orders over $99 within the US. For orders under $99 and for international orders, shipping costs are calculated at checkout and vary depending on your location and the size of your order.
How long will it take to process and ship my order?
We typically process and ship all in-stock orders within 1-3 business days. You will receive a shipping confirmation email with a tracking number as soon as your order is on its way. Delivery times will vary based on your location and the shipping option you choose at checkout.
How can I track my order?
Once your order has shipped, you will receive a shipping confirmation email containing a tracking number, which you can use to follow your package's progress. For additional convenience, you can also log in to your account on our website to view your order history and tracking information. If you have any trouble locating your tracking number, please don't hesitate to contact us for assistance.
Do you ship internationally?
Yes, we do ship internationally. For all international orders, please contact us directly at sales@privatelabelmfg.com so we can provide you with an accurate shipping quote and ensure a smooth ordering process.
My tracking says "Delivered," but I haven't received my package. What should I do?
We recommend first checking with your neighbors or in any surrounding areas where the package may have been left. If you still cannot locate your order, please contact us at sales@privatelabelmfg.com or 650-243-3032 so we can investigate the issue with the shipping carrier for you.
Returns
What is your return policy?
We offer a 30-day return policy on all our products, provided they are in new and unused condition. To initiate a return, please contact our customer service team with your order details.
How do I start a return or exchange?
To start a return or exchange, please contact our customer support team with your order number and the reason for the return. We will then provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send your item back to us. All returned products must be in their original, unused condition to be eligible for a refund or exchange.
Who pays for return shipping?
For most returns, customers are responsible for covering the cost of return shipping. However, we will provide a prepaid return label if the return is needed due to an error on our part, such as a defective product or an incorrect item being sent. Please contact our customer service team to arrange a return and we will be happy to assist you.
I received a damaged, defective, or incorrect item. What do I do?
We are sorry to hear that you received a damaged, defective, or incorrect item. Please contact our customer service team within 30 days of receiving your order, and we will be happy to assist you with a return or exchange. You can reach us by phone at 650-243-3032 or by email at sales@privatelabelmfg.com.
When will I receive my refund?
Once we receive and inspect your returned item, we will process your refund to the original payment method. Please allow a few business days for the refund to appear in your account, as processing times can vary depending on your bank or credit card company.
General
Where are you located?
We are an online-based retailer, so we do not have a physical storefront for customers to visit. Our offices and warehouse are located in the San Francisco Bay Area in California, where we process and ship all of our orders.
How can I contact customer support?
We are happy to assist you with any questions or concerns. You can contact our customer support team by phone at 650-243-3032 or by email at sales@privatelabelmfg.com. Please feel free to reach out to us during our business hours for a prompt response.