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frequently asked questions
SHOPPING & PAYMENT
SHIPPING & DELIVERY
CUSTOMER SERVICE
MEDIA RELATIONS & PRESS
EMPLOYMENT OPPORTUNITIES
SITE SECURITY & USE OF CONTENT
SHOPPING & PAYMENT
- Are all items sold in the Pylones stores available online?
- Do I have to create an online account to order?
- Can I place an order over the telephone?
- Can I place an order for an item that is currently out of stock?
- Do you charge sales tax?
- What credit cards do you accept?
- How do I sign up for notification of special promotions?
- Where are the Pylones stores located?
Are all items sold in the Pylones stores available online?
No. The majority of the products sold in our US Pylones stores are available for purchase online. However, there are certain items that are available only through our retail store locations.
Do I have to create an online account to order?
No. While we strongly encourage you to create an online account, it is not required. However there are advantages for creating an account - you’ll be able to checkout more quickly during your next visit; you’ll be up to date on your order’s status - and you’ll be able to keep track of the orders you’ve made with us previously. You’ll also have the opportunity to receive notification of special promotions. Creating an account is easy; you can join online at the “My Account” section inside the “Checkout”.
Can I place an order over the telephone?
Yes! Our friendly sales team is ready to take your order. Please call our toll free number 800.743.0131*. We accept telephone orders Monday – Friday during the hours of 9am-6pm (Eastern Time). If you wish to order outside of business hours, we invite you to order through our online shop, which is open 24/7.
*Customers calling from outside of North America may reach us by calling (+1) 718.387.7484.
Can I place an order for an item that is currently out of stock?
No. While we try to maintain a good stock of all items in our collection, sometimes an item is more popular than anticipated, and we may sell out temporarily. In the event the item you want is not currently available, we hope you will make an alternate choice.
Do you charge sales tax?
Yes, only if shipped to a New York state address. We are required only to charge sales tax in states in which we have a physical retail presence.
What credit cards do you accept?
We accept Mastercard, Visa, and American Express.
How do I sign up for notification of special promotions?
You will be given the opportunity to sign up when creating your account.
Where are the Pylones stores located?
Currently there are five Pylones store locations in the United States, all of which are in New York City.
Lexington
842 Lexington Ave.
New York, NY 10065
(212)317-9822 |
| Sun |
11-7 |
| Mon |
9-8 |
| Tue |
9-8 |
| Wed |
9-8 |
| Thu |
9-8 |
| Fri |
9-8 |
| Sat |
10-7 |
|
SOHO
69 Spring Street
New York, NY 10012
(212)431-3244 |
| Sun |
11-7 |
| Mon |
10-8 |
| Tue |
10-8 |
| Wed |
10-8 |
| Thu |
10-8 |
| Fri |
10-9 |
| Sat |
10-9 |
|
Greenwich Village
61 Grove Street
New York, NY 10014
(212)727-2655 |
| Sun |
12-8 |
| Mon |
12-8 |
| Tue |
12-8 |
| Wed |
12-8 |
| Thu |
12-8 |
| Fri |
12-8 |
| Sat |
10-11 |
|
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|
Grand Central Terminal
8 Grand Central Terminal
New York, NY 10017
(212)867-0969 |
| Sun |
11-6 |
| Mon |
8-9 |
| Tue |
8-9 |
| Wed |
8-9 |
| Thu |
8-9 |
| Fri |
8-10 |
| Sat |
10-9 |
|
Wall Street
183 Broadway
New York, NY 10007
(212)227-9273 |
| Sun |
12-6 |
| Mon |
10-6 |
| Tue |
10-6 |
| Wed |
10-6 |
| Thu |
10-6 |
| Fri |
10-6 |
| Sat |
10-7 |
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SHIPPING & DELIVERY
- How long does it take to process and ship an order?
- How will I know if my order has been placed successfully?
- How do you ship?
- What are your shipping charges?
- Do you ship outside of the United States?
- Do you ship to PO boxes?
- Do you ship to APO/FPO addresses?
- When is my credit card charged?
- Do you ship to multiple addresses for one order?
- Can I change my delivery address after I have placed my order?
- How will I be able to track my shipment?
How long does it take to process and ship an order?
Typically orders are processed and shipped on the first business day after the order is placed with us, subject to item availability and payment authorization.
Please note we do not process orders or ship on the following holidays:
| New Year’s Day |
January 1, 2010 |
| Martin Luther King Day |
January 18, 2010 |
| President’s Day |
February 15, 2010 |
| Memorial Day |
May 31, 2010 |
| Independence Day |
July 4, 2010 |
| Labor Day |
September 6, 2010 |
| Thanksgiving Day |
November 25, 2010 |
| Christmas Day |
December 25, 2010 |
How will I know if my order has been placed successfully?
You will receive a confirming email from us indicating your order was received.
How do you ship?
Our standard shipping method is UPS® ground.
Standard Shipping & Handling Charges*
| TOTAL |
SHIPPING COST |
| $1.00 - $25.99 |
$6.95 |
| $26.00 - $50.99 |
$8.95 |
| $51.00 - $75.99 |
$10.95 |
| $76.00 - $100.99 |
$13.95 |
| $101.00 - $125.99 |
$16.95 |
| $126.00 and up |
FREE |
For an extra charge, we can expedite your shipment using UPS® 2nd Day or UPS® Next Day services:
UPS® 2nd Day Shipping is $30 additional
UPS® Next Day Shipping is $35 additional
* Shipping rates good for web orders only. Certain oversized items (such as furniture) are subject to a shipping surcharge. If an item is subject to a surcharge, we will contact you prior to shipping.
Orders are shipped to the address you provide at the time of your order. Failure to provide a correct or complete address will result in a shipping delay and you will incur additional charges to re-route your order.
Do you ship outside of the United States?
Yes. We do ship outside of the United States. We will contact you via email prior to shipping to give you the actual shipping charges and method of shipping.
Do you ship to PO boxes?
No. You must provide a physical address for shipping.
Do you ship to APO/FPO addresses?
Yes.
When is my credit card charged?
Your card is charged at the time your order is packed and ready to ship.
Do you ship to multiple addresses for one order?
No. Individual orders must be placed for each shipping address.
Can I change my delivery address after I have placed my order?
No. Once an order has been placed and is in the queue for processing and shipping, we are unable to change your delivery address. If you need further assistance, please contact us immediately at customerservice@pylones-usa.com or call us at 800.345.640.
How will I be able to track my shipment?
You will receive a confirmation email with UPS® tracking information.
CUSTOMER SERVICE
- What is your return policy?
- I did not receive the item I ordered. How do I get the item I need?
- Can I return items purchased online to a Pylones store?
- How do I report a damaged item?
- I have not received an order confirmation or shipping confirmation.
- Does Pylones-USA rent or sell my personal information?
- Is it possible to cancel my order?
- My question hasn’t been answered! I need more assistance.
What is the return policy?
We accept returns for exchange only. Returns must be made within 5 days of the day the order shipped from our warehouse. Items must be returned to us in original packaging. If you wish to exchange an item, please contact our Customer Service Department at 800.345.6404 or email us at customerservice@pylones-usa.com. Please note that we ask you to pay the return shipping charge if you return an item to us for exchange.
I did not receive the item I ordered. How do I get the item I need?
Please contact our Customer Service Department immediately at 800.345.6404 or email us at customerservice@pylones-usa.com. We will issue a call tag to you so you may send us back the incorrect items, and we will send you the replacement promptly.
Can I return items purchased online to a Pylones store?
No. Items purchased online may not be returned to a Pylones store.
How do I report a damaged item?
We guarantee our products. All items are inspected before we ship from our warehouse. We will accept damaged merchandise for exchange only. All damages must be reported to us within 5 days of the day the order shipped from our warehouse. Items must be returned to us in original packaging. If you wish to report a damaged item, please call our Customer Service Department at 800.345.6404 or email us customerservice@pylones-usa.com to arrange for a replacement.
I have not received an order confirmation or shipping confirmation.
All order confirmations are sent to the email address you provided at the time you placed your order. Please check your SPAM box; often emails will be blocked for your safety. If you still do not have an order or shipping confirmation, please contact our Customer Service Department at 800.345.6404 or email us at customerservice@pylones-usa.com.
Does Pylones-USA rent or sell my personal information?
No. We do not rent or sell your personal information or email address. We collect this information solely for the purpose of confirming your order and shipping status, and informing you of special online promotions.
Is it possible to cancel my order?
No. Once an order has been placed and is in the queue for processing and shipping, we are unable to cancel your order. If you need further assistance, please contact customerservice@pylones-usa.com or call us at 800.345.6404.
My question hasn’t been answered! I need more assistance.
We’re here to help. If you need assistance in any of the following areas, please send an email to the address below. It will be routed to the correct department for response.
Sales: sales@pylones-usa.com
Media Relations: media@pylones-usa.com
Customer Service: customerservice@pylones-usa.com
Stores: stores@pylones-usa.com
General queries: pylones@pylones-usa.com
MEDIA RELATIONS & PRESS
All media relations and press enquiries should be sent directly to media@pylones-usa.com, or by calling us at 800.345.6404 and asking to speak with our press contact.
EMPLOYMENT OPPORTUNITIES
For all employment queries, please fax your resume to Agnes at 212-317-9825 or email: hr@pylones-usa.com.
SITE SECURITY & USE OF CONTENT
- Is your website secure?
- May I use content or images from your website?
Is your website secure?
Yes. All orders are encrypted with Secure Sockets Layer (SSL) technology. SSL encrypts all of your personal information including credit card number, name, and address. At no time is your credit card number stored on our website or in our online database.
May I use content or images from your website?
Pylones-USA does not allow you to reproduce, post, retransmit or redistribute images or content from our website in any way without express prior written permission of Pylones-USA. Except as expressly authorized by Pylones-USA in writing, in no event shall you reproduce, redistribute, duplicate, copy, sell, resell or exploit for any commercial purpose, all or any portion of the site or the content or access to or use of the site or the content. If you wish to request images or other material from us, you must email your request to media@pylones-usa.com.
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