FAQ

Lion’s Den Collections

FAQ

I changed my mind. Can I get a refund?

 

Due to these items being very limited, we do not take returns for refunds or credit. ALL SALES ARE FINAL. Please make sure that before you finalize your purchase, you have selected the correct size and color of your items. This policy is also stated on the Checkout page and must be acknowledged prior to placing an order.

I need another size. Can I get an exchange?

 

PLEASE NOTE: Exchange Policy does NOT apply to Exclusive Items.

 

We will allow an exchange for another size or colorway as long as the item is still in new condition. A request for an exchange must be made within 7 days after the package is received. From the 8th day onward, we will not grant any exchanges. The item MUST be in the same condition that it was received (un-washed and un-worn). We CANNOT exchange the item if it has been worn, washed, or damaged.

 

Please send us the item back to our office with a copy of the Receipt, contact number, and the item information (such as SKU, name, color, and size) that you would like. After we have received the package, we will contact you to confirm the details and have the exchange item sent out. We do not hold items.

 

This exchange policy is ONLY for the Webstore: www.lionsdencollections.com.

 

 

Price Adjustments

 

We do NOT offer Price Adjustments in the Webstore.

 

How can I carry Lion’s Den Collections and Cub Kingdom in my store?

 

Please send an email to accounts@lionsdencollections.com with the following information regarding your store:

 

Name of the store

Address and phone number

Brands the store currently carries

Photographs of the store exterior and interior

PLEASE NOTE

 

We do not sell to online / web based stores.

If you have both a physical retail store and a web-based store, you will not be authorized to sell the items online.

We do not sell to stores that are not open. You must have an existing store that is currently open for business.

If we have an account in your city, the chances of us opening another account in the same vicinity are slim, however you may still contact us to inquire.

I want to intern or work for Lion’s Den Collections, how can I do this?

 

For internships, please send your cover letter and resume to internship@lionsdencollections.com.

 

Please note the following:

 

You must be enrolled in a university and receive credit for the internship.

All internships are unpaid.

Internships take place in Bloomington, IN ; therefore, you must live in or near Bloomington to qualify.

Due to the high volume of emails received, please do not repeatedly email us. Once we receive your information, we will keep it on file. If we feel that you are a qualified candidate for the position, we will contact you. If six months have passed and you are still interested in working or interning for us, feel free to contact us again.

 

What payment options are available?

 

We only take the following major credit cards as form of payment: MasterCard, Visa, American Express, and Discover Card. We also accept PayPal.

 

We do not accept Gift Cards (such as Visa Vanilla) or Pre-paid Cards as payment. You WILL experience errors and pending charges on the card if you attempt to use it on our site. Pending charges may take up to 30 days to clear from the account, depending on the company the card is issued from. Please do not attempt to use these cards on the website; you may accumulate pending holds on the card.

 

 

 

This website only accepts Domestic orders and Credit Cards. If you would like to place an International Order with us, please contact us at customer.service@lionsdencollections.com.

 

Can my shipping address and billing address be different?

 

If you would like to have your order shipped to an address other than your card’s billing address, you will be required to send Lion’s Den Collections a copy of:

 

The credit card used (front and back)

The card holder’s state issued photo ID (front)

A statement from the card holder that authorizes Lion’s Den Collections to ship the order to the alternate address. The card holder’s hand-written signature MUST be included in this statement.

You can email these documents to service@lionsdencollections.com.

 

Once your information is on file with us, you can simply enter “credit card on file” in the comments section of your future orders.

 

If you are placing an order through Paypal with a Confirmed address, you will not neet to provide the Verification documents listed above. However, if you place a Paypal order with an Unconfirmed address, you will be required to provide the Verification Documents.

 

We apologize in advance for the inconvenience but due to high levels of credit card fraud we must take this step to protect our customers and Lion’s Den Collections.

 

PLEASE NOTE: This policy is exempt for Fakulty Designs  purchases. Fakulty Designs merchandise will ONLY be sent to the billing address; NO EXCEPTIONS.

 

Why is a signature required?

 

All our packages require a signature for the delivery. This policy is to ensure that our customers receive their orders. UPS requires an actual person to sign for the package; they will NOT accept a signature on the UPS notice that is left on the door. UPS will NOT leave the package on your doorstep or on your property, even if requested in the comments section. Please note that this Signature policy is also listed on the Checkout Page; it is one of three policies that must be acknowledged to place an order.

 

If you live in an apartment complex and would rather the office/lobby attendant to sign for the package, please leave us a note in the Extra Comments section of your order. We can edit your package label to request the UPS delivery person to leave your package at the office, to ensure that the package will be accepted.

 

When can I expect my order to ship?

 

In addition to the delivery method chosen, please keep in mind that the package must be processed before it is shipped out. In addition, the day that the package is picked up does not count as a Transit day.

 

Expedited orders will take 1-2 days to process, while ground orders will take up to 5 days to process BEFORE shipping. Ground shipping usually takes 2-7 business days in transit, while expedited shipping will take 1-3 business days in transit, depending on the method chosen. Please keep in mind that UPS does NOT count the day the package is picked up as a transit day. If you need your package by a certain date, please call us to confirm the delivery time frame.

 

Our business days are Monday through Friday; if an order is placed after 1 PM Eastern, we will not be able to process it until the next morning. If an order is placed after 1PM on Friday or during the weekend, we will not be able to process it until Monday morning.

We ship with UPS and UPS counts each Business day, excluding holidays and weekends. If you select Expedited shipping, Saturday or Sunday does NOT count as a business day; UPS deliveries are Monday through Friday.

You will receive an email from UPS when your package label is created; this does not mean that UPS has picked up the package. This email will contain your tracking number, which you can then track at ups.com or track by calling 1 800 PICK UPS. The tracking number will show activity once the package has been scanned into a local UPS facility.

 

What if I miss a UPS delivery?

 

UPS will attempt three consecutive deliveries to your residence or business, in case you are not available to sign for the package. If you are not available after the third attempt, the package will return to our office. If you miss the third attempt, please call us as soon as possible so that we can intercept the package, before it is programmed to return back to our office.

Once a package has been returned to our office, we will contact you via e-mail to offer options on how to get your package back. If you would like the package re-shipped, you will be charged a re-shipping fee. If you do not wish to pay for re-shipping, we will refund you for the merchandise. If you are located in the NYC area, you can also pick the package up at the NYC Flagship store in Soho, but we must get advanced notice before the pickup.

 

There are no colors/sizes for the item I’d like to order.

 

If there is no drop down menu with color/size options, then the item is SOLD OUT.

 

Lion’s Den Collections Web Store polices

 

We reserve the right to refuse or cancel any order for any reason. Orders over $1,000 can only be shipped to a verified billing address. Additional Verification may be required for some orders.

 

Payment Processing Errors

 

If you are having trouble processing your order, please reference the guide below:

 

If the order status is listed as Failed, then there is an error with the Billing Address. The error can be in the street address, the zip-code, or the card security code. The information MUST match the Billing Address of the card used. Please double check with your account online or a billing statement to ensure that you are entering in the correct address. Orders listed as failed will NOT process; if you see the amount in your account, it is a pending charge that will clear out within a few business days, depending on your bank and their procedures. This usually takes about 3+ business days, so please do not keep submitting orders if you encounter a Failed status, or you may accumulate several holds on your account. If an incorrect billing address is entered, our system will automatically decline the payment, however the hold may still occur on the account.

 

If you have already spoken with your bank and they need confirmation that the order has not been placed, email a document, please provide us with your name, card number, phone number, the number of holds and the amount listed to service@lionsdencollections.com ATTN: HOLDS.

 

If the order status is listed as Not Finished, then the order has not processed at all. This usually occurs when the correct spacing is not entered, or the street is not listed correctly. Please be sure to enter all the information. Payments are not processed for Not Finished orders.

 

Example:

 

58 Carolina –> Please enter in 58 Carolina Street

425hamilton –> Please enter in 425 Hamilton  Street

 

If your order is successful, it will be listed as Pre-Authorized or Complete.

 

I still have questions. Who should I ask?

 

You can contact us at e-mail customer.service@lionsdencollections.com

 

FAQ updated 8/30/14

 

 

Copyright © 2012-2015 Lion’s Den Collections/ Cub Kingdom  All Rights Reserved

 

 

 

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