Net Promoter Score by Customer.guru FAQs – The Pagan Witch

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FAQs

Order Status

  • Has my order shipped?
Click the "Account" link at the top right-hand side of our site to access your account. From the "Account" page, click on the "View my orders" link to check the status of your orders. Most orders ship 1 to 3 business days after they are placed (or, for orders paid using an offline payment method, 1 to 3 business days after payment is received).
  • How do I change quantities or cancel an item in my order?
Once an order is submitted, it can no longer be edited. If you need to change quantities or cancel an item from your order, please contact customer service and we will do our best to assist you. Please note, however, that we are often unable to change an order once it is released to the warehouse for processing.
  • How do I track my shipments?
Click the "Account" link at the top right-hand side of our site to access your account. From the "Account" page, click on the "Track packages" link to check the status of your orders and track any packages that have shipped.
  • My order never arrived
Click the "Account" link at the top right-hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered" or it has been more than 2 weeks since your order shipped (45 days for international packages), please contact customer service for assistance. Please note that lost package claims must be submitted within 60 days of shipment.
  • An item is missing from my shipment
Click the "Account" link at the top right-hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that all of your packages were delivered. If your packages each show a status of "delivered" and you have removed and carefully inspected all packaging material from the box to ensure that missing item is not mixed in with the bubble/paper/void fill (nearly all items reported missing are found on closer inspection), please contact customer service for assistance.
  • When will my backorder arrive?

We try to keep the inventory availability on our website in sync with actual inventory, but occasionally inventory errors or other conditions result in an item being out of stock when we attempt to process an order. If this happens and we cannot fulfill the item within 3 - 5 business days, we will cancel the item from the order.

Account

  • How do I create an account?

1) Click the "Account" link at the top right side of our site.
2) Enter your email address.
3) Select "I am a new customer".

Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

  • How do I edit Account information?

Click the "Account" link at the top right-hand side of our site to edit your account information.

  • How much is my shipping?

Shipping is automatically calculated based on the package destination and the weight of items in your order. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices prior to entering your payment information.

  • I forgot my password

Click the "Account" link at the top right-hand side of our site. Under the login box, you'll see a link that says "Forgot your password? Click here". That link will send an email to you with your password.

  • How do I return my product?

Please click here for more information on returning an item.

  • I received the wrong product

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

  • What is your return policy?

Please click here to view our returns policy.

  • When will my order ship?

Most orders ship out from our warehouse within 1 to 3 business days of the date the order is received (or, for orders paid by money order/cashier's check, within 5 business days after payment is received and processed). During peak order periods (typically around Sabbats), high order volumes may add delays of 2 to 4 additional business days. Our system sends an automated shipping confirmation e-mail at the time of shipment so that you know your package is on its way. All orders ship from our Massachusetts warehouse facility.

After placing an order, you may click the "Account" link at the top right-hand side of our site to track the status of your orders.

International Shipping

  • When will my order arrive?

International orders are shipped by First Class International Mail or Global Priority Mail (depending on the weight & size of items ordered). Transit times vary greatly depending on a country's distance from the United States and the efficiency of customs and the post office in the receiving country. In general, you can expect your package to take at least 2 to 3 weeks to arrive after we ship it out, possibly significantly longer. Please plan accordingly.

Please note that due to extended transit times for international packages, the earliest that an international package will be considered lost by the US postal service and our insurance carrier is 45 days from the date of shipment. If your international shipment has not arrived after 45 days, please notify us as soon as possible after 45 days have passed. No lost package claims will be accepted more than 60 days after the package has shipped.

  • Will I have to pay duties/tariffs on this order?

Many countries charge import taxes or customs duties on imported goods as part of the customs clearance process - in some countries, the import taxes & duties are very steep. Tax rates and laws vary greatly from country to country and The Pagan Witch cannot provide information about the duties that may be charged by your specific country. These taxes and fees are not included in the amount paid to The Pagan Witch. You are personally responsible for any duties, tariffs, and fees imposed by your country for importing products.

The Pagan Witch will not refund or replace orders that are delayed, confiscated or destroyed by customs due to a customer's failure to pay import taxes & duties. If you are unsure about the rates & policies in your country, avoid unpleasant surprises by checking with the customs department in your country before you place an order.

Please do not ask us to mark an order as a gift or falsify values on your customs form to get out of paying taxes and duties. Requests to do this will not be honored. It is a crime under 13 U.S.C. ยง 305: US Code - Section 305 to falsify information on export documents and can result not only in the loss of our ability to ship orders internationally but also steep fines and jail time for us and possible fines and prosecution for the recipient as well.

  • Will my order make it through customs?


Due to vast differences in customs laws from country to country, The Pagan Witch cannot provide information about customs restrictions for any particular location. Many countries have restrictions on importing herbs, knives, precious metals, and other products. The customer is responsible for ensuring that all items ordered can be legally imported into his/her country.

The Pagan Witch will not refund or replace orders that are delayed, confiscated or destroyed by customs due to violations of import policies. If you are unsure about the customs policies in your country, avoid unpleasant surprises by checking with the customs department in your country before you place an order.

  • Do you ship to my country?

Please create an account by clicking the "Account" link at the top right-hand side of our site. During signup, we'll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, we, unfortunately, cannot ship to your country at this time.

  • What are my payment choices for an international order?

For most international orders, we accept PayPal only. Additional details on our payment methods are available on our Payment Processing information page. Please do NOT attempt to use a credit/debit card on the checkout page for international orders. If you are paying for an international order by credit/debit card, you must choose PayPal as the payment method during checkout. Please note that we will not ship your order until we receive payment from you.

Orders shipping to Puerto Rico, US territories and military APO/FPO addresses are considered US orders and can be paid using Visa, MasterCard, Discover, American Express and PayPal Express.

  • When will my order ship and what are my shipping charges?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

Most international orders ship within 2 to 4 business days after payment is received. Orders paid by international money order will ship 1 to 2 business days after the payment clears, which is typically 10 business days after the funds are received & deposited.

  • What is your return policy?

Please click here to view our returns policy.

Guarantees

  • Discreet Shipping Policy


We understand that many of our customers would prefer to not receive packages that scream "I am buying Pagan and Wiccan supplies". Many of our customers are non-pagans and even those who are out of the broom closet may have neighbors or delivery people who are less than understanding about pagan faiths. For that reason, we use plain discreet shipping for your privacy. Orders are shipped in unmarked boxes and/or post-office-provided Priority Mail shipping boxes (depending on the size & shape of the items ordered). With few exceptions (see below), our packages do not have our company name or logo on the outside of the package. If your package is shipping to a United States address using standard shipping (not Express Mail), all that is on our shipping labels and boxes is your name & address, our company initials (TMC LLC.) and our return address.

  • Exceptions to this policy:


1) International Packages - We are required to disclose our company name and the package contents on customs documentation for international packages, so we regrettably cannot offer discreet labeling on packages shipping outside of the United States or to military APO/FPO addresses.

2) Express Mail (Overnight Shipping) - Packages shipped using Express Mail will have our company name on the Express Mail package documentation.

  • Privacy Policy

We value your privacy. We NEVER sell your contact information to outside companies and we will never call you unless there is a problem with your order. We will not send advertisements or catalogs to your physical mailing address. Unless you sign up for our newsletter, your e-mail address will only be used to send communication specifically related to orders placed on our site. For complete details on our privacy practices, see our Privacy Policy.

  • Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Pricing and Billing

  • Do I have to pay sales tax?

You only have to pay sales tax if your order is shipping to Massachusetts. The current Massachusetts sales tax rate is 6.25%.

  • I have a question on my charges

Click the "Account" link at the top right-hand side of our site to review your orders and compare the order history on our website with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

  • I need a copy of my receipt/invoice

Click the "Account" link at the top right-hand side of our site to view and print invoices.

  • When will my credit appear on Account?

Credits usually take 5-7 business days from the time we receive your item(s).

  • When will my credit card be charged?

Your credit card will be charged when your package is shipped.

If you are paying by credit card, a credit card pre-authorization will be placed at the time you submit your order to ensure that the card is valid and that funds are available. Your bank may place a temporary hold on funds at that time in anticipation of receiving the charge. The funds are then "captured" (charged) when the order is shipped.

Please Note: If you attempt to place an order using billing information that does not match the cardholder information on file with your bank and the pre-authorization fails due to an address verification system (AVS) failure, it is possible that your bank will place a temporary hold on funds even though the transaction does not go through. Unfortunately, we have no control over this. The temporary hold will be released by your bank in the timeframe specified in your cardholder agreement. To prevent this, please be sure that the billing information provided is an exact match (name and complete address) to the card information on file with your bank.

Buyer's Guide

  • How do I get a coupon or promotion code?


We know that people are always looking for ways to save money, particularly in today's difficult economy. Many products in the new age market are not readily available in standard stores and if you have been browsing the Pagan & Wiccan market you have no doubt seen that many stores use this as an opportunity to overprice their offerings. We offer our products at the most affordable prices we can, with most of our items discounted as much as 15% off of manufacturer suggested retail prices. We choose to discount across the board so that everyone gets discount prices on every order instead of only giving price breaks to the hearty souls who scour the web for coupons and promotion codes.

On the rare occasions when we do offer a special coupon promotion, the promotion will typically be announced on The Pagan Witch Facebook page, via Twitter, and via e-mail to customers who have signed up for our Online Mailing List.

  • How do I buy/redeem a gift certificate?

The Pagan Witch does not offer gift certificates at this time.

  • How do I find a specific product on the website?


To find the product(s) you are looking for, you may:

1) Use the navigation menu on the upper left side of the website to browse our product departments;
2) Type a keyword into the SEARCH box in the upper right section of the website;
3) View an alphabetical listing of all products currently offered on The Pagan Witch website.

If you have any trouble locating a product, feel free to contact customer service for assistance.

  • How do I navigate The Pagan Witch website?


To navigate this website, simply click on a Product Department you might be interested in. Departments are listed on the upper left side of the website. You may also type a keyword into the SEARCH box to quickly find a specific product. To quickly view a listing of all products or all departments (including sub-departments), you may use the Product Index and Category Index links at the bottom of any page on our site.

If you have any trouble locating a product, feel free to contact customer service for assistance.

  • How do I use a coupon or promotion code?

After adding items to your cart, click the "View Cart" link at the top of this site to view your cart. At the bottom of the shopping cart, you will see a box where you may enter your coupon code/promotion code.

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