Frequently Asked Questions
How long will it take for my order to arrive?
We try our best to process and ship your orders as quickly as possible, so usually allow 5-7 business days via First Class Mail from the time of purchase. International shipping can take up to two weeks in transit time for First Class International shipping option, sometimes as much as 6 - 8 weeks during busy seasons or for countries with slower than normal customs. Please note that USPS First Class International service is not always a reliable option. We do not offer shipping cost refunds for lost or stolen packages through the use of USPS First Class International. Expedited options are also available and a list of options is provided at checkout. When your order has been processed and shipped we will send a tracking number to you via email so you can track your package. Days of transit may shift if order has been made during a public holiday.
Do you ship outside the US
We do! We are happy to ship to countries outside of the United States. It is prudent though to check with your customs policy on imported goods, some countries have strict rules about what they allow into their country. Also, please glance at our Terms and Conditions for further information on how we handle shipping costs and returns for our international orders. Please note that USPS First Class International service is not always a reliable option. We do not offer shipping cost refunds for lost or stolen packages through the use of USPS First Class International.
My credit card isn't working...
Have you made sure that your billing information is correct? Also, the billing address must match that of the shipping address.
How do I return an item?
Our store policy allows you to return eligible products within 7 days of having received them. Contact us if you have any requests for a return and we'll gladly assist you. After inspecting your return we will refund your credit card or contact you immediately if we encounter errors with the item(s). Note that you are responsible for the product until it reaches us, therefore please send package with a dispatch number so it can be traced. Items marked final sale cannot be returned, exchanged or refunded. More details on how to proceed in this process can be found on our Terms and Conditions page. If you are simply wishing to exchange a product though please contact us at firstname.lastname@example.org, so we may reserve the correct product for you.
I have received an incomplete order...
Oh no! Please contact us immediately and we will be happy to work with you to send your missing item(s) free of any additional shipping costs.
Can I have a promo-code?
Promo-codes are not always offered and are used for one-time checkout on special occasions. However keep an eye out for our seasonal sales, you can be notified about these by joining our newsletter, liking us on Facebook or following us Twitter. Doing all of these will definitely keep you in the loop. We don not offer promotions for orders placed without discount codes or before a discount code launched or expired.
How can I track my order?
A tracking number should have been sent to you via email at the time of purchase. If you did not receive one you may contact us and we will resend it to you. You can also logon to your account and track your order from there or you can track it directly though fedex.com or usps.com. Please note that USPS First Class International service is not always a reliable option. We do not offer shipping cost refunds for lost or stolen packages through the use of USPS First Class International. Tracking numbers for this service are not always reliable and can sometimes show blank periods without any updates.
Can I send as a gift?
Yes, we do offer this service. Use the gift recipient's shipping address and have the billing information sent to your own email. You can add special notes to your order as well. Just contact us when placing your order if you have any sort of special requests. If you experience trouble when checking out please contact us and we'll gladly assist you.
What's your holiday shipping schedule?
For Christmas orders, please be mindful of increased order volumes and slower transit times for shipping services. It's always best to place your orders earlier in the month of December to insure your desired arrival time. We cannot guarantee deliveries by Christmas when selecting Economy Shipping options within the United States after December 17th and for Fed Ex Ground, after December 18th. Expedited Shipping is always an option but please exercise caution as we cannot make any guarantees for delivery once the shipping service has your package and we do not. For International orders, we cannot make any guarantees due to unexpected customs clearance issues and/or changing of shipping service hands mid-shipment. We do not offer refunds for orders whose arrival time was not satisfactory to buyer's holiday schedule.
How much does shipping cost?
Shipping cost usually depends on the form of shipping you have chosen to use, Priority or Ground are usually the cheapest forms of shipping. All of our shipping is calculated through weight therefore shipping costs vary with the quantity of products and the type of items you have purchased. Also, for international orders Customs and import duties are charged once the package reaches its destination country. We have no control over these charges, and can not tell you what they may be. It might be a good idea to contact your local customs office for current charges before you order if you are concerned with what the final cost might be and thus insure no surprises with any unexpected charges. Please note that USPS First Class International service is not always a reliable option. We do not offer shipping cost refunds for lost or stolen packages through the use of USPS First Class International.
Do I need an account to place an order?
No, after you choose to "Proceed to Checkout" you will be given the option to either login/ open an account or continue as a guest. However, before you complete checkout you will be given the option to open an account by simply choosing to setup a password. We do not charge for an account and do not hand out your information to any other companies or advertisement spam. Benefits of having an account with us are being the first to know about sales, access to one-time-only promo-codes and offers, a quick and easy checkout process, and access to our hopefully stimulating newsletter.
The item I want is unavailable or sold out...
Merchandise available on prospectorco.com is subject to change. Despite our efforts in synchronizing stock from our brick & mortar store with that of our online store, errors can occur and stock can be sell out more quickly. Therefore, if an item you are interested in is unavailable to you online, contact us and we may have it on back order here in the store or we will gladly offer you help in finding a helpful alternative. Popular items from our own Prospector Co. line will never be advertised as "sold-out" and should it be on back-order a note regarding this instance will be posted on the individual unavailable product.
How do I place an order?
On every product page each item should have a series of options for size and color just above a “Add to Cart" button below the descriptions tabs. If this button is not visible double check below the item title to see wether or not that item is sold out. The item will be added to your cart immediately with your chosen preferences as soon as you press the “Add to Cart" button.
How do I checkout?
When you have finished browsing you have the option in the top right corner to either view your cart or proceed to checkout. In your cart you are able to deselect items for purchase at a later date, delete items, or change a size or style. When you are ready to checkout look for the "Checkout" button, you will then be prompted to sign into your account, start an account or proceed as a guest. The ability to make changes to your cart or shipping method is available until your order has been confirmed. Be sure to match your billing address with that of your shipping address to avoid complications with completing your order, Paypal is an easy alternative if the form of payment you have chosen to use is not being accepted in checkout.