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FAQ

How do I place an order?

First find the style you want and choose from the drop down your size and color.

Creating an Aquapillar account means that you can easily shop and check your order online with Aquapillar.com. To create your now simply (click here) and follow the new customer instructions to create your account.

Once you have created your account you can do the following

                        Check your order

                        Save your shipping address

                        Check out faster

                        Track your Order

Just click on this link to create an account.

 

Let’s go shopping!

  1. If you know what you are looking for you can start shopping by selecting the Styles. You can also shop our latest New Arrivals link, or our Sale link on top of the website. If you have a specific product in mind or unsure where to start, you can simply enter the keyword in the search box on the homepage.
  2. Once you have found the merchandise you want to buy, select your size, color, quantity and click “Add to Cart” button.
  3. You can either then click on “Continue Shopping” or “Checkout”
  4. Once you are happy with the selections in your shopping cart, click “Checkout” to complete your order. You will be able to use the “Remove this item” button to remove unwanted merchandise from your cart if you change your mind.

 

Why do I need to register to shop?

            Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

 

Does the Shopping cart hold my items for long periods of time?

            Items placed in your shopping cart are not held or reserved for you until you submit and complete your order.

 

How do I contact you?

            We always welcome to hear from our customers. If you would have any questions or concerns please contact us at info@aquapillar.com. Please include your order number to the email for us to better assist you. Our trained Customer Service Representatives will reply to your email in the order they are received or within 72 hours. We are closed on weekends and holidays. For immediate assistance please call us at 888.679.8886 (Monday through Saturday 9am to 3pm PST).

 

Can I make a phone order?

            Our system is not set up to receive phone orders. All orders must be made online through our secured website system. However, if you need assistant on creating account or placing order, our customer service can walk you through.

 

Can I come in to pick up or exchange an item?

            Unfortunately, we are not open to the public and we do not have a physical store.

 

What payment methods do you accept?

            We accept Visa, MasterCard, American Express, Discover, and Paypal.

 

Do I pay sales tax?

            By California law, all orders delivered to California address will be charge appropriate sales tax.

 

Can I change or cancel my order after I have placed my order?

            If you need to change or cancel your order, please contact us immediately. We usually process orders within 1-2 business days, and once our warehouse has shipped out your merchandise we will be unable to make any changes.

 

Can I add/remove an item to my order after I have placed my order?

            Yes, please contact us immediately to add/remove any changes to your order.

 

Why has my card been declined?

            All credit/debit cards are subject to validation check and authorization by the card issuer. A common reason for a card declining will be because the transaction did not pass the AVS test. The AVS test checks the billing address details of the card versus the billing address that is being manually entered by you, the buyer. If the information does not match it will decline the transaction, please verify the billing address and information of your card to avoid this issue. Sometimes even when the transaction was declined, the card issuer will still place a hold on the fund amount. This hold will usually be dropped off in 3 to 7 business days. If you still see the fund amount on your credit card statement after that time, please feel free to contact us. Please ensure that in the “billing address” section, the address to which your bank statements are sent is entered correctly.  For full details explaining why your payment was declined, please contact your card issuer.

 

When will my order ship?

  • Domestic Orders:

Purchases are processed within 1-2 business days Monday through Saturday, excluding holidays. Order received after 10am PST, weekends, or holidays will be processing the next business day. Our shipping method will be through USPS Priority Mail or USPS Parcel Post. Free shipping on all domestic orders.

  • Canada (International) Orders:

Purchases are processed within 1-2 business days, however once it has left the states it can take up to 2-3 weeks based on your country’s mail delivery methods, customs, and weather conditions. An insurance fee is included in the shipping price to ensure both parties get refunded in case a package is lost in transit. Please contact us if package does not arrive by expected time and we will contact USPS and file a claim on your behalf.

 

Which shipping company do you use for shipping?

            We only use USPS to ship all our shipments.

 

I want overnight/expedite, do you offer this?

            We offer USPS Express mail that will arrive within one or two business days. Most locations will arrive within one business day but some locations will take up to two business days. Please contact us or search on www.USPS.com to find out if your location will arrive within one business day or two business day. The cutoff time to USPS Express mail is (12pm) noon pacific standard time. We will only ship Express mail to billing address.

 

Do you ship to P.O. Boxes or Military Addresses?

Yes, we ship to both P.O. Boxes and Military addresses.

 

Do you ship internationally?

Currently we only ship internationally to Canada.

 

How do I check the status of my order?

            Please go to our home page www.aquapillar.com and click on “My account” in the upper right corner of the screen. Enter your account information to view your order history. Once we have shipped your merchandise a confirmation email containing your tracking number will be automatically sent to your email. Generally, please allow 1 business day for the USPS to update your tracking number to their website. You can also track your shipped order.

 

Why have you cancelled my order?

            We will only cancel orders if for the unforeseen event of damaged products. Although we try to avoid things like this from happening the reality is that it may happen, and we apologize if it does. If your order contains multiple items, these items will still be shipped to you and the unavailable item will be removed and you will not be charged for the damaged merchandise to your order.

 

Do you get items back in stock if they are sold out?

            Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item. However, we regularly update our site so it is worthwhile checking again. If you see something that you would like to purchase, we recommend that you get it before it sells out.

 

Do you have a physical store?

            Aquapillar.com is an online store only, we do not have physical store. This allows us to add new merchandise quickly. We do have a sister company that has physical store locations at several Malls in the Southern California region. The name of our sister company is Vision Shoes, we share the same vision of providing affordable prices; however, we do not offer in store pickups or offer the same prices or styles.

 

What does some of your product comes with a “California Proposition 65 Warning”

Some of our products such as accessories or shoes are made of vinyl or imitation leather which may contain lead. In accordance with Proposition 65, we issue the following warning to our California customers: “This product contains lead, a chemical known to the State of California to cause birth defects or other reproductive harm. Do not allow children to mouth or chew.”

 

Wrong/Defective Item Policy

            We aim to get your order right every time. Please understand that sometimes mistakes will be made but we will do our very best to fix any mistakes when contacted, so please contact us to resolve any problem you might have because it is our top priority that every customer is happy. We may or may not require the original merchandise to be returned back to us. We do reserve the right to request photos of the damaged/wrong merchandise. For all wrong/defective merchandise please state in the subject line that includes your order number and email us at info@aquapillar.com.

 

Can I return Final Sale Items?

            All Final Sale items cannot be returned or exchanged. If sent back we will not be able to accept or refund you for any Final Sale items for any reason. International orders and gift cards are consider final sale items.

 

How do I return/exchange the merchandise?

            If you are dissatisfied with an item, you will have 30 days after you receive your product to either exchange or refund. Buyer will be responsible for return shipping. All returns and packages return due to undeliverable address are subject to a 20% restocking fee. If shipping fee was charged, it is non refundable. There is a 30% restocking fee if returned products shows signs of wear. Usually if the bottom of the shoes are scratched up it is considered used, you can send us a photo if you are not sure. Returns must be unworn, in the state you received them, and in the original packaging. We understand if the box if badly damaged due to USPS shipping methods. Please do not use a shoe box as a shipping box. Buyers are responsible for all return shipping fees.

All Final Sale items cannot be returned for a refund or exchange. Please contact us at info@aquapillar.com for further instructions to return your merchandise. Always keeps a record of your return tracking number. Refund/exchange will be process within 5 business days after our receipt of package. Refunds will be credited via the original payment method. Refunds may take up to three (3) to five (5) business days depending on your credit card agency.

If you decide to return or exchange an RMA number must be requested in order to ensure speedy refunds or exchanges. An RMA number is required for all returns or exchanges. To request an RMA number please contact our Customer Service department and a RMA number will be generated for you, please follow the instructions provided. The RMA number must be visible on the box, preferably next to the shipping label. Returns or exchanges without an RMA number will be delayed.

 

How long does it take for me to get my refund?

            Refunds vary depending on your card provider, but generally it can take 3 5 business days for you to see the refund on your account.

 

I bought an item online but it is now faulty, what can I do?

            Our Customer Care team is here to help you. Please e-mail us here info@aquapillar.com.

 

What is your privacy policy?

            Please (Click here) for our Privacy Policy.