![[Consumer]Pomchies](https://cdn11.bigcommerce.com/s-lxpqo34fdq/images/stencil/250x100/pomchies_logo_-color_1658867079__55989.original.png "[Consumer]Pomchies"){kind=logo}
FAQ
Shopping and Checkout Questions:
- How do I shop on this site?
- How do I change quantities?
- What credit cards do you accept?
- Why do I see multiple authorizations and/or charges on my credit card?
- I didn't receive an e-mail confirmation of my order, what will I do?
- Are there any special savings available when I purchase online?
- What kind of sales tax do I have to pay when I shop on the website?
- Where do I send my payment?
- Can I ship a single order to multiple addresses?
- How do you handle orders outside the USA?
- What are your shipping rates?
- The website is busy. Can I e-mail my order?
- How do I cancel an order?
- Why are some prices on the website higher than in the catalog?
- Can I have my order shipped as a gift?
- Does my gift certificate have an expiration date?
- How do I use my gift certificate to purchase from the website?
- Why do item backorder dates change?
- Why did the price of a product appear to increase in my shopping cart?
How Do I Pay For My Order?
- Why does my credit card statement show [CBC*SBDS Retail]?
- What kind of sales tax do I have to pay when I shop on the website?
- Where do I send my payment?
- Can I bill to an international address?
- What is the payment method for orders via fax, mail, and called in orders?
- What are your shipping rates?
Refunds, Returns, and Replacements
- Can I still return a product even a couple of months had passed after I purchased it?
- If the item I want to return came with a free promotional item, do I need to return the free item as well?
- What will happen if my returned items didn't meet the requirements for a valid return, will the request be declined?
- What if the item is a drop ship item, shall I send it back to Tennessee or to your supplier's address?
- Do you accept returns for all of your product types?
- How can I monitor the status of my returned item(s)?
- How will I get my refund?
Security and Privacy Questions
- I'm worried about credit card fraud. Is this site secure?
- What if I don't want to pay by credit card?
- What is your privacy policy?
- How do I unsubscribe from your e-mail list?
Delivery Questions
- What is the general delivery process?
- What is the charge for Express or Overnight delivery?
- How do I cancel an order?
Contact Us
Trouble with Your Account?
- I've ordered from you before, why can't I log in?
- I set up an account previously, but I can't remember my password
- My e-mail address has changed, what do I do?
- How do I change my bill to and ship to address?
- When I try to enter my e-mail address, it tells me "User does not exist"
- I keep getting "The password you supplied is incorrect" when it is the same password I used to sign up with!
- How do I delete a contact from my account?
SHOPPING AND CHECK OUT QUESTIONS
How do I shop on this site?
Shopping on our site is easy. Like most e-commerce websites, we use a shopping cart to help you order online. This shopping cart works just the same as a real shopping cart - it collects items you want to purchase until checkout time!
Simply browse or search the store to find the items you want to purchase. You can add the item directly to your cart by entering your desired quantity then clicking the "Add to Cart" button. You may prefer to click the item image or "View Product" button to view the product page and learn more about a particular product before placing it in your cart.
From the product page, enter your desired quantity and then click "Add to cart" and that item is added to your cart.
After ordering each item, you'll be taken to the "Shopping Cart" page that displays your items with quantities, as well as a subtotal. At the "Shopping Cart" page you can adjust quantities and remove items at your convenience. When you are finished shopping, click "Checkout" directly beneath the items in your cart and follow the easy steps from there. We utilize a one page checkout screen for a quick and easy transaction.
Navigation:
We have tried to make our site as simple and easy-to-use as possible. The main destinations you will probably use are shown as categories at the top. When you select one of these categories, the sub-categories will appear to help you quickly navigate to the products you'd like. We have also added the same categories along the left side of the page in the navigation bar for your shopping convenience.
If you would like to browse the site, the best place to start is to click one of the Categories that you are interested in on the top or left navigation bar. This will take you to the main category page with a listing of the Sub-Categories.
Searching:
If you have an idea of what you'd like to order, try an Item Number or Keyword Search in the search box that appears at the top of the page. If you don't find what you are looking for using a Keyword Search, you may want to modify or reduce the number of search terms used.
How do I change quantities?
On the product page, please enter your desired quantities and click the "Add to Cart" button. On the "Shopping Cart" screen you can review your order and easily change the quantity by selecting the quantity from the drop down window. If you ever want to remove an item from your cart, just click the "remove" link which shows directly beneath the item. This will completely remove that item from your order. Once an order is submitted, it goes immediately into the system for processing, and it may be too late to change (all orders, however, may be returned). If you think it may NOT be too late to change, call our Customer Service Department at 1-866-545-6724, Monday - Friday from 9:00 AM o 6:00 PM EST, and we will do our best for you. Please have your Order Number ready for the representative.
Why does my credit card statement show [CBC* Retail]?
Pomchies is now one brand under the corporate name of CBC Group, Inc (CBC). We are the same company with a new name.
What credit cards do you accept?
We accept all major credit cards issued by US banks, including Visa, MasterCard, Discover, and American Express. Your credit card will not be charged until your items are shipped.
Why do I see multiple authorizations and/or charges on my credit card?
If you place an order with multiple items we will immediately authorize your credit card for items in stock. Authorizations will occur as item(s) come into stock and are available to ship. Also, if you call to add item(s) to your order, we will authorize those item(s) separately from the original or any following authorizations. Once your item(s) have shipped you will see a credit card settlement for each authorization. This can result in multiple settlements in one day or across multiple days.
I didn't receive an e-mail confirmation of my order, what will I do?
If you have not received a confirmation of your order, please contact us.
Are there any special savings available when I purchase online?
Currently the website offers the same savings offered in our printed catalog. However, web-only specials are offered regularly throughout the year. You may subscribe to our e-mail list with your e-mail address to receive information about these promotions.
What kind of sales tax do I have to pay when I shop on the website?
If your order is shipped to Alabama, Arkansas, Arizona, California, Colorado, Connecticut, Florida, Georgia, Iowa, Idaho, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maryland, Michigan, Minnesota, Missouri, Montana, North Carolina, North Dakota, Nebraska, New Hampshire, New Jersey, New Mexico, Nevada, New York, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Wisconsin, and West Virginia, you will have to pay the appropriate sales tax for that state.
The tax amount displayed at checkout is only an estimate and will adjust according to each state's regulations.
Where do I send my payment?
You may mail your payment to us at:
Pomchies
PO Box 26243
Oklahoma City, OK 73126-0243
What is the payment method for orders via fax, mail, and called in orders?
Online orders we accept check, MasterCard, VISA, Discover, American Express or PayPal. Payments can be made via check, credit card, or money order with mailed orders. Please enclose check or money order with mailed orders. Phone and fax orders can be paid via credit card, charged to your credit terms account, or by check.
Can I bill to an international address?
We are currently unable to process international orders through our website, but we can ship anywhere in the world. For all international inquiries, please contact us or call 1-866-545-6724, Monday - Friday from 9:00 AM to 6:00 PM EST. Please note that we accept only credit card or money orders drawn on U.S. Funds for foreign shipments.
Can I ship a single order to multiple addresses?
Unfortunately, at this time our site does not support multiple ship-to addresses. However, our account system makes it easy to place separate orders.
How do you handle orders outside the USA?
We ship anywhere in the world. For orders outside the USA, you must call our international sales department at [1-866-545-6724] Monday - Friday from 9:00 AM to 6:00 PM EST or contact us. We accept only credit card or money orders drawn on U.S. Funds for foreign shipments.
The website is busy. Can I e-mail my order?
We're sorry. We cannot accept orders via e-mail. Sending personal information, especially your credit card, through e-mail is not safe or secure and should not be used. If you need to place an order and can't access the website, please call the toll-free number: 1-866-545-6724, Monday - Friday from 9:00 AM to 6:00 PM EST.
How do I cancel an order?
Once an order is submitted, it goes immediately into the system for processing, and it may be too late to cancel (all orders, however, may be returned). If you think it may NOT be too late to cancel, call our Customer Service Department at 1-866-545-6724 Monday - Friday from 9:00 AM to 6:00 PM EST, and we will do our best for you. Please have your Order Number ready for the representative.
Why are some prices on the website higher than in the catalog?
Due to increases in raw materials and rising fuel costs, our production costs have and will continue to rise on some items. As much as we try to absorb these increases, it is not always possible and at times we are forced to raise our selling prices midway through a season. When this happens we do reserve the right to increase our selling prices, which will cause our web prices to be higher than the prices printed in our current catalog. We apologize for any inconvenience this may cause.
What are your shipping rates?
Please see our shipping rates page for detailed information.
Can I have my order shipped as a gift?
Yes, if you enter a gift message in the checkout screen the order will be shipped as a gift and pricing will be suppressed on the documents included with the package.
Does my gift certificate have an expiration date?
Yes, it is one year from the date the certificate is issued.
How do I use my gift certificate to purchase from the website?
At this time, gift certificates cannot be redeemed on the website. Please call our toll-free number: 1-866-545-6724 to place an order using your gift certificate.
Why do item backorder dates change?
Items featured in our catalog are purchased months in advance, but unfortunately shipments can be delayed for a variety of reasons. The backorder dates you are given at the time your order is placed may fluctuate due to changes in fulfillment dates from our manufacturers and suppliers and/or transportation delays. If you have a question about a specific backordered item please call our customer service team at 1-866-545-6724 Monday - Friday from 9:00 AM to 6:00 PM EST.
Why did the price of a product appear to increase in my shopping cart?
In order to provide our customers with the lowest price possible, a few of our items are sold in multi-packs. If the web page of your product choice shows the notation "Pieces/Pkg:" followed by a number, this means the item is a multi-pack. Multiply the price shown by the number of Pieces/Pkg for your final price.
Refunds, Returns, and Replacements
Can I still return a product even a couple of months had passed after I purchased it?
Yes, there is no cut-off date. You can return it anytime.
If the item I want to return came with a free promotional item, do I need to return the free item as well?
No, you can keep the free gift.
What will happen if my returned items didn't meet the requirements for a valid return, will the request be declined?
We will contact you to let you know the status of the item. To avoid rejected request for return or replacement of your item(s), please follow our policy for Returns & Exchanges.
What if the item is a drop ship item, shall I send it back to Tennessee or to your supplier's address?
Drop ship items should be sent back to Tennessee as well.
Our address is:
1013 VETERANS DRIVE
LEWISBURG, TN 37091
Do you accept returns for all of your product types?
Yes. All product types are accepted for returns as long as your returned item meets our requirements. Click here to view our returns and exchanges policy.
How can I monitor the status of my returned item(s)?
We recommend you to get a tracking number for your returned package, that way, you can check when the package is received in TN. Please give us 10-14 days to process returns and/or exchanges.
How will I get my refund?
Refunds are usually returned to the original method of payment. Processing time usually takes 10-14 business days of receipt of the returned item and this applies to all methods of payment.
Security and Privacy Questions
I'm worried about credit card fraud, is this site secure?
For your comfort and safety, our website uses secure server technology (Secure Sockets Layer or SSL) to virtually eliminate the risk of an unwanted intermediary obtaining your credit card information during transmission. SSL is the standard in secure web transactions and is the best technology available today. Although most browsers use secure server technology, we suggest upgrading to the newest version of your browser for maximum efficiency. Information on how to activate secure mode is available when you check out your items from this site.
What if I don't want to pay by credit card?
No problem! Though we believe in the safety and security of sending credit information over the web, we do provide an alternative method of ordering.
» Order by Phone: Call your order in Monday - Friday from 9:00 AM to 6:00 PM EST: 1-866-545-6724
What is your privacy policy?
We take the privacy of your personal information very seriously. Please take a moment to view our full privacy policy.
How do I unsubscribe from your e-mail list?
If you choose to be on our e-mail list, you will receive updates once a week. Should you ever want to be removed from the mailing list, simply click the unsubscribe button at the bottom of any email we send to your email address.
Delivery Questions
What is the general delivery process?
Orders shipped from our warehouse can be delivered in 7-10 business days from date of order (see Shipping.) Items personalized or shipped direct from our suppliers may require 3-4 weeks for delivery. Items ordered together are sometimes shipped separately. You will be notified if an item is temporarily out of stock. Credit card orders are charged only as each item is shipped.
What is the charge for Express or Overnight delivery?
Express Delivery to 48 Mainland States: See our shipping rate chart for further information.
Overnight Delivery to 48 Mainland States: See our shipping rate chartshipping rate chart for further information.
- Applies to in stock items only.
- Some oversized, heavy, or drop shipped items may be excluded (as noted in item description).
- No P.O. boxes
- Alaska and Hawaii overnight service only on orders received by 3 PM (EST). See our shipping rate chart.
Contact Us
Where are you located/What is your address and phone number?
We are located in Arizona, USA. Here's our address and contact information:
Pomchies
5226 South 31st Place
Phoenix, AZ 85040
Ordering/Customer Service:
1-866-545-6724 Monday - Friday from 9:00 AM to 6:00 PM EST
Fax: 800-582-1166
Account Questions
I've ordered from you before, why can't I log in?
Unfortunately, having ordered offline does not automatically give you an account on our site. But setting one up is easy! Simply complete a new member registration to create a new account.
I set up an account previously, but I can't remember my password.
No problem! Just click the "forgot password" link on the account login page. You will go to a screen that asks you to enter your e-mail address, and once you click "submit" you will be e-mailed a new password.
My e-mail address has changed, what do I do?
Visit our Contact Us page and ask Customer Service to update the email address on your account. Please provide your first name, last name, old email address, new email address, and customer account number.
How do I change my bill to and ship to address?
No problem! Just click on account login and enter your email address and password. Select the Account Update button to edit your bill to address. To update ship to address click the Shipping Addresses button and select edit to change the ship to address on file.
When I try to enter my e-mail address, it tells me "User does not exist"
There could be a number of reasons for this. The account system is case-sensitive, so be sure you are entering your e-mail address and password just as you typed them when you created your account. Also, be sure your Caps Lock is not on. Sometimes e-mail addresses can have slightly different domains, for example "user@mail.google.com" and "user@gmail.com" are actually the same e-mail address, but one will not match the other on our account system. Be sure you're using the same e-mail domain you signed up with.
If you are an AOL user, be sure to check that you are adding "@aol.com" to your screen name. Finally, be sure you're adding the correct extension on to your e-mail domain name, for example ".com", ".net" or ".org". If none of these suggestions help, please contact us and we can look up your account.
I keep getting "The password you supplied is incorrect" when it is the same password I used to sign up with!
Remember, the account system is case sensitive. You have to type in your login and password exactly as you entered it when you created the account. Also, be sure to check your Caps Lock is not on. If all else fails, follow the "forgot password" link to receive a replacement password.
How do I delete a contact from my account?
Unfortunately this feature is not yet supported online. To protect your account from unauthorized use, we require you to contact us by email or call us Toll-Free at 1-866-545-6724 to delete any contacts.