We are located on the east coast of the United States in Jacksonville, Florida and are generally open for customer service from 8:00 am - 7:00 pm EST Monday through Thursday and 8:00 am - 5:00 pm EST Friday. While not officially open on the weekends for customer service since we are in and out frequently, we will be most happy to take your call if we happen to be in - otherwise, feel free to leave us a voice message.
Occasionally when you call, we may be tied up on all lines with other customers and if that is the case, you will get our voice mail. Please leave us a message and we will return your call as soon as possible - often within just a few minutes. For emails, particularly those that come in over the weekend, please allow a 24-hour response time. Typically, you will receive a reply much sooner than that but we can't always anticipate what may impact the possibility of a more immediate response. 
Ordering Information
We have 4 convenient ways to order!
1. Order from our webpage
You will have an option to call in your credit card number or pay by check if you do not wish to enter your credit card number online.
2. Phone in your order to 1-888-rat-tail (1-888-728-8245) or 904-683-4123
3. Click here to download the order form. You may fill out the form and fax it to us at 866-354-6896 or mail it to:
La Stella Celeste, Inc.
8132 Renault Drive South
Jacksonville, FL 32244
For fax orders, if you don't receive an e-mail confirmation within 1 business day, please call to confirm that we received it.
4. Click here to e-mail your order. Please don't e-mail credit card numbers. Just indicate whether you'd like us to call for your payment information or whether you'd like us to send you a PayPal invoice.
Discounts / Wholesale
We give quantity discounts on many items, and we 'wholesale' by means of quantity discounts. Many of our items are already sold at wholesale price or below.
Sales Tax
Florida residents must pay a 7% sales tax. Florida businesses may request tax-exempt status. Please fax a copy of your tax id to us at 866-354-6896, and create an account. We will set your account up as tax-exempt and when you login to make your purchase, you will not be charged tax.
Payment Information
Credit Cards - We accept Visa, Mastercard, Discover and American Express on our webpage which is secure. If you would prefer to place your order online and then phone or fax in a credit card number, just select the option to call us with your credit number and after you complete the checkout, give us a call (888-728-8245 or 904-683-4123) or send your number by fax (866-354-6896). The bill will appear on your credit card statement as The Satin Cord Store or robin@satincord.com
Other Methods - We also accept PayPal payments, personal checks and money orders. If you would like to place your order online but pay by check, just select the 'Check' option in the payment section. You will be asked to fill in a check number. Please make checks payable to La Stella Celeste, Inc. and mail to the address above along with a printed copy of your order. For check orders, if we haven't yet become acquainted with you, we will wait till your check clears before shipping your package. Return customers in good standing will have your package shipped upon receipt of your check.
Purchase Orders - We accept purchase orders from approved institutions. Please call for approval.
Shipping Information
We ship most orders within 2 - 3 business days. Orders are processed in the order that we receive them. We use both the US Postal Service and UPS and typically these mailing services pick up our packages for the day at 4:00 pm EST. Therefore, if you select an expedited shipping method and the timing is critical, please call to ensure that your order can be sent out the same day.
International Shipping - Please click the International Orders link above in the tool bar at the top of the page and read our international shipping policy for your country. Please note that we can only control the timing of when a package is shipped from our store and have no influence beyond the shipping method selected in regards to a guaranteed delivery time or your country's custom office and their regulations. If for any reason, you feel your package has been unusually delayed, please contact your custom's office first as we have found that to be typically where most delays occur.
Shipping Costs
The shipping costs and options available for your shipping destination will be displayed during the checkout process before you enter your credit card/payment method, allowing you to choose the shipping option most appropriate for you.
Please note that the weight of the items being shipped, as well as the package's destination, directly impacts the shipping cost. Rolls of cord are fairly heavy and unfortunately, heavy stuff costs more to ship than light stuff. For example, one roll of boxed nylon satin cord weighs well over 1 lb but not quite 2 lbs, however, it is rounded up to 2 lbs for shipping calculation purposes. This rounding up to the next whole number is both a UPS and USPS standard rule and not one of ours, therefore we must comply accordingly. We do our best to keep shipping costs down, and if we can, we will fit your shipment into a flat-rate box to save you a little money. If you are charged excessively more for shipping than it actually costs us to ship, we will issue a refund.
Returns
We accept returns and exchanges on most items except for custom-cut lengths of cord, custom necklaces and a few other items, for up to 30 days after shipping your order. Items must be returned unused and intact. Please call or e-mail for an RMA (return merchandise authorization) number before sending items back to us. If there is a problem with your order, we will do our best to fix it for you.
Privacy
We take your privacy very seriously and won't in any way give, share or sell any of your personal or financial information. We hate spam as much as everyone else and absolutely won't do anything to contribute to it. We have an opt-in e-mail list for which you have the option to sign up, and which you may opt out at any time.
Our Company
The Satin Cord Store is a division of La Stella Celeste, Inc.