The Satin Cord Store
(a division of La Stella Celeste, Inc.)

We offer the largest one-stop satin cord selection in the world!
Call toll free   
888-rat-tail   
(888-728-8245) or call direct
904-647-9672 
      

Phone hours: Mon-Thurs, 8:00am-5:00pm EST and Fri, 8:00am-4:30pm EST (US Eastern Standard Time)
For your convenience, you may enter your order online at any time - 24 hours/day, 7 days/week.

$$$Special Coupon Event$$$ - Enter coupon code SMRDAYS5 during checkout to receive 5% off ALL items purchased, even those already on sale or discounted! Good through 9/08/2014.

Cord and Stringing Selections
Silk Products
Necklaces
Bracelets
Findings
Beads/Spacers
Artist's Handmade Items
Kumihimo / Kimekomi /
Knotting / Macrame

Colorful Metal
Rubber Rings
Books
Tools and Stuff
Glue - Adhesives and Sealants
Other Gift Ideas / Selections
New Items
Sales / Specials / Clearance
Craft Kits
Seasonal Selections


Tips & Tutorials
Satin Cord Basics
Store Policies
Frequently Asked Questions (FAQs)

Customer Service Contact Info

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SITE MAP
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Payment Processing

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GENERAL INFORMATION - STORE POLICIES AND FAQ'S


Click these links to immediately view information on any of the following:

Hours of Operation / Location
Ordering Information
Discounts / Wholesale
Product Availability / Pricing / Product Info
Sales Tax
Payment Information
Order Processing
Shipping Information
Returns / Cancellations / Refunds
Delayed or Lost Packages
Privacy / Security Assurance
Our Company


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HOURS OF OPERATION / LOCATION

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WHERE ARE YOU LOCATED?
We are an online store located on the East Coast of the United States in Jacksonville, Florida.

CAN I VISIT YOUR STORE?
Sorry, we do not have a retail store for you to visit. This is strictly on online business, available for you to enter orders at your convenience twenty-four hours a day, seven days a week.

WHAT ARE YOUR CUSTOMER SERVICE PHONE HOURS?
Our customer service hours are Monday through Thursday, 8:00am - 5:00pm and Friday, 8:00am - 4:30pm EST (Eastern Standard Time). While we try to answer your phone calls promptly, we may occasionally be tied up with other phone calls or in the warehouse pulling orders (particularly if we are running short-staffed). If such is the case, you should receive our voice mail which will allow you to leave us a message so that we may address your concerns with either a return phone call or an email if you supply us with your email information. Please be aware that Mondays and Fridays are our peak days for receiving both phone calls and orders so it may take a little longer on these particular days to respond promptly. For emails that you send to us overnight, please allow a 24-hour response time, especially if you are located in a different time zone such as international customers. Phone calls and emails that are left for us over the weekend will be answered as quickly as possible beginning the next normal business day. Any temporary office closures, such as those for holidays, that will impact customer service and the processing / shipping of orders will be announced at the top of the home page as well as here on the information page.

WHAT IS YOUR CURRENT HOLIDAY SCHEDULE?
Our office will be closed on the following days in observance of the 2014 holidays (no orders are shipped on these days). Normal business operations and hours will resume on the next regular business day.

New Year's Day 2014 - Wednesday, January 1
President's Day - Monday, February 17
Good Friday/Easter - Friday, April 18
Earth Day - Tuesday, April 22
Memorial Day - Monday, May 26
Independence Day - Friday, July 4
Labor Day - Monday, September 1
Veteran's Day - Tuesday, November 11
Thanksgiving - Thursday and Friday, November 27 and 28
Christmas Eve and Christmas Day - Wednesday and Thursday, December 24 and 25


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ORDERING INFORMATION

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HOW DO I PLACE AN ORDER? IS THERE A MINIMUM AMOUNT REQUIRED?
We have 4 different and convenient ways to order (see below) and there are no minimum requirements!

1. Order online from our website. All shipping options (along with with their associated costs) and payment options are provided to you during the check-out process. If you want to enter your order online but do not wish to enter your credit card info online, then you can simply choose either the payment option of calling in your card number at a later point or paying by check. By providing these options, it allows you to maintain the convenience of submitting your order online when it suits your schedule and the ease/comfort of contacting us later to merely provide your payment info. (Please make checks payable to La Stella Celeste, Inc.)

2. Phone in your order. Call us at 1-888-rat-tail (1-888-728-8245) or 904-647-9672.

3. FAX your order to us. Click HERE to download the order form to FAX. You may fill out the form and fax it to us at 866-354-6896 or mail it to:
La Stella Celeste, Inc.
5130 Abel Lane
Jacksonville, FL 32254

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. Email your order to us. 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.


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DISCOUNTS / WHOLESALE

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DO YOU SELL TO BUSINESSES OR INDIVIDUALS?
We sell to individuals and businesses alike and have no minimum order requirement.

DO YOU OFFER WHOLESALE ACCOUNTS / PRICING?
We provide "wholesale" pricing by using quantity discounts on many of our products (although not all products fall into this category due to limited availability of the product). We try our best to keep costs low and affordable for our customers with many of our products being sold as close to wholesale prices as possible (and even below in some instances!). If you want to see if an item qualifies for quantity discount, just click on the picture of the item you desire and then additional product info, including any discount pricing/price breaks, will appear. We also provide an additional cost break by means of sales specials plus we periodically provide discount coupons through our email newsletters for those customers who have signed up to receive them.


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PRODUCT AVAILABILITY / PRICING / PRODUCT INFO

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DO YOU PROVIDE SAMPLES OF YOUR PRODUCTS?
We provide up to three free samples of the Rayon or Nylon satin cord. All other cord samples are dependent upon availability and store discretion. Non-cord products are rarely issued as samples since most items in our store can be purchased in small quantities and returned if they are not adequate for your project needs.

WHAT IS A BACKORDER?
There are times when we may be temporarily out of an item. If the customer still wants the item instead of a refund, then the item is ordered with our supplier (placed on backorder) and once it re-enters our stock, then it is sent immediately to the customer.

WHAT HAPPENS IF AN ITEM IS OUT-OF-STOCK?
Although we do our best to keep items in stock, there are times when we may be temporarily out of an item. If we discover we are out of an item while filling your order, we will place it on backorder unless it is an item that will take significant time to obtain and then we will simply refund the cost of that missing item to you. However, if you have a preference between a backorder and a refund, you MUST let us know (or if you are acceptable to substitution) by indicating so in the comments section during your checkout process. If you did not indicate that you wish a backorder and we refunded it but it is an item that you still want to receive from us then please check back with us at a later date to see if the item has been re-stocked. For substitutions, please be aware that the time it takes for us to contact you and to then receive a reply from you regarding an adequate/appropriate substitution can delay the timing of when your package ships out.

I DO NOT SEE AN ITEM ON YOUR WEBSITE THAT I HAVE ORDERED FROM YOU BEFORE. IS IT NO LONGER AVAILABLE?
If you have purchased an item from us previously but do not see it on our site now, this most likely means that the product is currently out-of-stock and will appear back on our website as soon as it becomes available once again. However, you may email or call us to determine if the item is due to be re-stocked or if it, in fact, is discontinued. NOTE: Both price and availability of products are subject to change at any time without notice.

I ORDERED AN ITEM THAT LOOKED TO BE AVAILBLE ON YOUR SITE, YET IT WAS MISSING FROM MY SHIPMENT AND I WAS TOLD IT HAD BEEN BACKORDERED OR IS BEING REFUNDED. HOW COULD THIS HAPPEN?
Although we do our best to keep items in stock, there are times when we may be temporarily out of an item. While a number of our items display an available quantity for you before you make a selection, some high-demand products (like nylon and rayon cords) turn over too quickly to be able to maintain this info accurately and therefore do not display this information before-hand. We provide our customers with a special instructions/notes section to let us know if they prefer refunds, backorders, or to be contacted regarding any out-of-stock items (our standard policy is to backorder the item unless the customer states otherwise). You may email or call us to determine if the item is available or due to be re-stocked shortly. NOTE: Both price and availability of products are subject to change at any time without notice.

I DON"T THINK THE PRODUCT MEASUREMENT / INFO IS CORRECT.
While we strive to be as accurate as possible, please note ALL merchandise measurements of size and length are approximate and are provided to you as they are provided and identified to us by our suppliers. As always, you may contact us with your concerns and we will address them individually.

In the event that a product is listed with an inaccurate price or inaccurate product information due to clerical / typographical error, error in pricing, or error in product info provided to us by the manufacturer / supplier, we reserve the right to cancel any product with such errors from the order.

HOW DOES YOUR PRICING STRUCTURE WORK?
In order to provide the largest selection of satin cord and related products, we obtain our products from many different sources. In some cases, we manage to obtain a bulk sale purchase of a few items, and in that case, we pass the savings on to you by lowering the price of those particular items. In other cases, we add some additional colors just to increase your selection choices, but the additional colors come from a different supplier at a higher cost to us. Rather than raising the price on all of our items to keep the pricing consistent, we sell the items at the same profit margin to keep the prices as consistently low as possible for our customers. You may notice that for some similar items, such as twisted cord necklaces, some colors have nice quantity discounts and some don't. Likewise, on the nylon satin cord, the 200-yard spools are sold at the same price as the 144-yard spools. We hope that you will appreciate the savings that we are able to pass on to you whenever possible, and we also appreciate your understanding that we can't always give the same across-the-board discounts on all items.


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SALES TAX

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DO I HAVE TO PAY SALES TAX?
If you are a resident of our state (Florida), then you must pay a 7% sales tax unless you are a Florida business that is requesting tax-exempt status. If you are not a Florida resident or business, then you do not pay any sales tax currently.

I HAVE A BUSINESS IN FLORIDA. HOW DO I RECEIVE TAX EXEMPT STATUS?
If you have a Tax ID Number on file with the State of Florida, we can set up your account as tax exempt.

To receive tax exempt status, please take the following steps BEFORE you place an order with us - 1. Fax a copy of your Florida tax id to us at 866-354-6896, 2. Create and save an account online, 3. Notify us that you have finished creating the account. (BE AWARE: If you do not click the "save" button after entering your info OR if you do save the info but then use the back-arrow to navigate off the account info screen, then none of the info you entered is actually stored in our system and therefore, can't be flagged).

Once the account is successfully created and saved, then we can identify it as tax-exempt and from that point on when you place your orders, you will not be charged Florida sales tax. If for any reason, you are still being charged for sales tax, please contact us so we can refund the amount and correct your account's exempt status.


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PAYMENT INFORMATION

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WHAT TYPE OF PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit cards, PayPal payments, personal checks, and bank-wire transfers (acceptable on orders over $500.00). Sorry, we no longer accept western union money-orders. Please be aware when you place your order, that the system will automatically charge your account for whatever the total amount of the order is at the time it was placed. This means that if we subsequently discover that an item is out-of-stock while filling your order, we will place the unavailable item on backorder and ship it when it becomes available unless you indicate a preference for a substitution or refund instead. You may indicate if you have a preference in such a case by stating so in the comments and special instructions section during checkout.

Payment by Credit card (or Debit Check Card) - We accept Visa, Mastercard, Discover and American Express on our webpage which is a secure site. 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 904-647-9672) 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

A note about credit card payments: Credit card companies will put a temporary authorization on your card when you attempt to pay by credit card to make sure you have the funds available to complete your purchase (whether it is an online order or a meal at a restaurant, for example) - the amount is then reserved and listed as the "pending transactions" you (and your bank) see in your online account info. For some credit cards, this authorization will appear whether the card payment is successful or declined. Therefore, if you have one declined charge and one successful charge, you may see two pending charges temporarily on your credit card if you check your card account info online. This temporary authorization will expire in a day or two and your card will only actually be charged for the one successful transaction that posts (NOT for both) and the declined charge will drop off/disappear. Customers should be aware that this process of placing a temporary hold on funds is something that your credit card company / bank does and not something we are responsible for. IF the authorization is successful but you want to cancel the order, then we would release the funds we collected back to you and any pending hold for that transaction will release. However, for authorization attempts that were declined (unsuccessful), no funds were collected by us, therefore we have no ability to affect any temporary holds associated with them. You will have to wait for these temporary holds to clear automatically on their own after several days or contact your card company to get them to release the pending holds sooner. Again, this is beyond our control.

Payment by Paypal -You will be re-directed from our site to the Paypal website to make payment. Please make sure that you complete all of your Paypal steps successfully so that you will be automatically returned to our site to complete submission of your order. This method is one that we highly recommend to most of our international customers as it easy to use and refunds (if required) are more easily processed back to your account.

Payment by Check - 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. (our parent company) and mail to the address mentioned above along with a printed copy of your order. For check orders, if we haven't yet become acquainted with you, we will wait until your check clears before shipping your package. Return customers in good standing will have your package shipped upon receipt of your check.

Payment by Bank-wire Transfer - For very large orders (especially those that approach or exceed $1000.00), you may prefer to make your payment with a direct bank-wire transfer. If you would like to place your order online but pay by wire-transfer just select the 'Check' option in the payment section and enter a check number of 9999 when prompted. Then contact us and we will provide you with the banking information that you will need to complete the wire-transfer. Please note that there is a bank-wire fee attached to this option.

Other Methods - On a limited basis, we can accept purchase orders from approved institutions such as public schools. Call or email us for approval to see if your institution qualifies for such an arrangement. Please note that even if you qualify, we will require a credit card number to be supplied as a fallback/default payment method should we not receive a check within 30-days of shipment.


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ORDER PROCESSING

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WHEN WILL MY ORDER BE READY TO SHIP?
Typically, MOST orders are processed within 2 - 4 business days (M-F) after they were placed (barring any unforeseen circumstances that may disrupt normal business operations) and in the order in which we received them. Processing time can be directly impacted by availability of the items, the amount of staff available to process orders, and the volume of orders being processed (please keep in mind that there may be a number of orders ahead of yours). When placing custom-made orders (for example: coils of twisted satin cord, satin cord necklaces, leather necklaces, etc.) be aware this may take 2 -3 days longer than normal to process since these are created by hand and that processing time is especially impacted if it is a large volume order (then it may be 5-6 days). Orders placed when the office is closed (such as for holidays, weekends, or temporary closures) will be processed as quickly as possible when the office re-opens and in the order that they were received. If you have a dead-line that is fast-approaching, you must notify us by either stating so in the comments/special instructions section of your order or by contacting us directly so we can be sure we can meet your request or let you know if there are any complications in doing so.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
The amount of time it takes to receive an order is a combination of Proceesing Time (retrieving the order, pulling items from stock or making items, and packing the order for shipment) and Shipping Time (actual transport time of the package by the carrier selected). As stated above, Processing Time takes place for most orders within approximately 2 - 4 business days and the Shipping Time depends on the shipping method you selected. Please see shipping section for estimated shipping time-frames. For International orders, you MUST allow additional time for export travel and customs processing.

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SHIPPING INFORMATION

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HOW DO YOU SHIP? (WHAT SHIPPING CARRIERS DO YOU USE?)
We ship by two main carriers, United Parcel Servive (UPS) for domestic orders and United States Postal Service (USPS) for both domestic and international orders. Both mailing services pick up our packages each day at 4:00 pm EST so orders received after 2pm EST will most likely ship the next business day (see expedited orders for more info).

WHAT SHIPPING OPTIONS ARE OFFERED? HOW LONG DO THEY TAKE?
UPS General Info: UPS offers four methods of shipping - UPS Ground, UPS 3-Day Select, UPS 2nd Day Air, and UPS Next Day Air - each provides a tracking number that is supplied to you by UPS when your package ships. The time-frame for UPS Ground delivery depends largely on your location from our store and can be determined by clicking on the UPS icon offered during the shipping selection process to see the ground transit map. Please note that UPS Ground does not guarantee the stated delivery time-frame but other UPS options do (within reason - transport affected by severe weather conditions or state of emergency, etc. cannot be held to usual delivery standards). NOTE: UPS delivery times are based on business days only (M-F) and are exclusive of weekends or holidays. Also, the countdown on UPS timeframes begins with the day following actual pickup from our store with the exception of UPS Next Day Air.

U.S. Postal Service General Info: U.S. Mail offers six methods of shipping - First-Class, Priority Mail, Express Mail, International First-Class, International Priority Mail, and International Express Mail. Typically, for domestic mail, First-class takes approximately 5-14 business days, Priority Mail takes approximately 2-4 business days, and Express Mail takes approximately 1-3 business days. Each method provides some tracking capability (First-Class the least and Express Mail the most). These shipping time-frames are estimations only and are NOT guaranteed by the US Post Office nor ourselves - they are simply provided here as an estimation to aid you in your shipping method selection that will best suit your needs. For International orders, you MUST add additional days to estimated transit time to account for export travel and customs processing. Note that International First-Class offers no tracking capability, International Priority provides limited tracking info and International Express supplies the most detailed tracking info. Please be sure to click on the International Orders navigation tab at the top of this page to read policies specific to your country.

I NEED MY ORDER EXPEDITED. WHAT DO I DO?
While there is an inherent implication of urgency behind the selection of an expedited shipping method, please be aware that simply selecting an expedited shipping method (even UPS Next Day Air) does NOT automatically guarantee that the order will process the SAME day that you enter it since processing time and shipping time are NOT the same thing. Therefore, if timing is critical and an order MUST be processed AND shipped the same day it is entered then you MUST contact us before 3pm EST to see if that is possible. Please note that even when selecting an expedited method, if the desired day of delivery falls on a US postal holiday or UPS postal holiday, the package will NOT be delivered by these agencies until their next regular mail day..

HOW MUCH WILL MY SHIPPING COST? CAN I DETERMINE THE SHIPPING COST MYSELF WITHOUT PLACING AN ORDER?
Shipping costs are automatically calculated by the ordering system and are determined by the combined weight of the items being purchased and the destination of the package, as well as the shipping method selected. Both UPS and USPS calculations round up to the nearest pound in determining their calculations, so the addition or removal of a single item or two may or may not significantly impact your shipping costs. The shipping cost associated with each shipping option available is displayed during the checkout process before you enter any payment information - this allows you to determine the shipping costs prior to any payment actually being made and you can cancel at any time. Since you cannot accidentally place an order with our system, this means that you have the ability to add items to (and remove items from) your basket/cart repeatedly so that you can adjust your order to see how (or if) it affects your shipping cost and as stated, you can cancel out at any time prior to payment being submitted if you decide not to order with us. This allows you to determine at your convenience which shipping method and cost works best for you or if you need to reprioritize the items you seek to purchase. We are one of the few businesses that do not add handling and processing fees to our customers orders and we do our best to keep shipping costs down, so if we determine at the time of shipment labeling that you were automatically charged by the system's calculations excessively more for shipping than it actually costs us to ship, we will issue a shipping adjustment refund to you. For people who ask for USPS flat-rate shipping, please note that our system is not capable of determining if your order can fit into a USPS flat-rate box or not. If you selected US Priority Mail and your order can fit into one of these boxes and if the flat-rate cost is less than what you have paid, we will use the flat-rate box and refund the cost difference. However, you must realize that we may not have the right size box on-hand that will accommodate your order and if that is the case, then we will simply ship as originally indicated.

I ONLY SEE UPS SHIPPING OPTIONS. WHY? (or I DO NOT SEE ANY SHIPPING OPTIONS. WHY?)
This can occur if you selected a glue or adhesive as part of your order. For domestic locations, we can only ship glues/adhesives by UPS Ground so if you selected such an item, then only UPS shipping will be offered to you until you remove the item from your cart/basket. For International orders, we cannot ship Glues or Adhesives internationally so again, if you selected such an item during your purchase, you will not be provided with ANY shipping options until you remove the Glue/Adhesive from your cart/basket. Once the restricted item is removed, the shipping options available to you for the rest of your order will appear during resumption of the checkout process. If you did not select a glue or adhesive as part of your order and you are being provided with limited or no shipping options, then contact us immediately so we can determine what options should be available to you and why/if your choices are being restricted.


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RETURNS / CANCELLATIONS / REFUNDS

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DO YOU ACCEPT RETURNS?
We do not accept returns for any custom-made necklaces nor any of the clearance items or items clearly identified as a "no return" item such as the twisted cord necklaces with knot and loop. Otherwise, yes, we accept returns for up to 60 days at which point ALL sales are final. Please note that the customer is responsible for postage on ALL returning packages. However, if an error on our part necessitated the exchange of items, we will ship the replacing items at our expense for regular delivery (this does not include a request to expedite the package such as an overnight shipment) and we will reimburse the customer for the postage on the return package. Shipping expenses for replacements/exchanges because the customer simply no longer desires the orignal item (no matter the reason) are charged to the customer. Shipping expenses for any expedited shipping requests for replacement items are charged to the customer.

CAN I CHOOSE TO GET A REFUND OR AN EXCHANGE?
Depending on when you contact us, you have the choice for an exchange or a refund for up to 60 days (starting from the date your order was shipped). Items must be returned unused, intact (in good condition) and in their original packaging. Any defective items MUST be reported immediately and returned within 60 days of shipping to receive a replacement item. No further exchanges are accepted/allowed beyond 60 days from the date the order was shipped as all sales are considered final at this point. Items returned beyond the 60-day return window will not be processed nor will we pay postage for their return to you. Please note that refunds only apply to items purchased and that shipping fees are non-refundable. The customer is responsible for all return postage and the shipping expenses of replacement items (unless an error on our part made an exchange necessary).

HOW DO I RETURN ITEMS? DO I NEED A SPECIAL CODE?
Please call or e-mail us for an RMA (return merchandise authorization) number before sending items back to us. In your return package, be sure to include a copy of your invoice/sales receipt inside the package along with a notation of why the item/items are being returned and what action you are requesting to take place (refund or exchange). Write the RMA# we provide to you on the outside of the package so it can be sent directly to our returns department. Please note that the customer is responsible for postage on all returning packages. However, if an error on our part necessitated the exchange of items, we will ship the replacing items at our expense for regular delivery (this does not include a request to expedite the package such as an overnight shipment) and we will reimburse the customer for the postage on the return package. Shipping expenses for exchanges/replacements because the customer simply no longer desires the original item (no matter the reason) are charged to the customer. Shipping expenses for any expedited shipping requests for replacement items are charged to the customer. We are not responsible for lost packages on returns, therefore, we suggest that you insure your return package for the full value of the merchandise inside as your protection against loss.

HOW DO YOU REFUND MY MONEY?
All refunds are credited back to the account that was used when payment was made. If you paid by check instead of credit card or paypal account, then you will be issued a check in return. For Florida orders, any FL sales tax that applied to the item(s) being refunded, are also refunded.

HOW LONG WILL IT TAKE TO PROCESS MY REFUND OR EXCHANGE?
Due to time constraints of daily business operations, refunds for out-of-stock items and refunds/exchanges for returned items are generally processed only once per week. For returned items, if your return arrived on a day after that processing day, your refund/exchange will not occur until the following week. However, at times when daily operations increase and become more hectic, refunds and refund/exchange processing may take longer, especially during holiday seasons, most notably between Thanksgiving and New Years. Please do not worry, we have not forgotten about your refund or your return. On returns, we extend no less than a 60 day window for your return, we politely request the same amount of time to process the exchange.

I NEED TO CANCEL MY ORDER. WHAT DO I DO?
Contact us immediately. We stop the processing of your order immediately once you have notified us of your intent to cancel. If you already paid for your order, you will receive a refund for the full amount provided it has not already shipped and/or does not fall into category #4 in the notations below concerning a restocking/cancellation fee. If you paid by credit card or paypal, our ordering system will not allow an immediate refund until at least one day has passed from the placement of the order as the funds have not yet been officially collected, therefore, it can take several days from the cancellation of the order before you actually see the refund return to your card/account. Please note that if a custom-made order (necklaces or twisted cord, etc) is cancelled after the work has already begun then a 20% cancellation/restocking fee will be applied before the refund is issued (see references to category #4 identified below).

I DON'T THINK MY REFUND IS CORRECT. HOW CAN I TELL?
Please keep in mind that shipping fees are not refundable on returns. Shipping is only refunded on cancellations before an order ships or shipping may be adjusted and partially refunded if an order is sent and we've determined the actual shipping cost is significantly less than what was automatically charged to the customer. Also, note that there is a 20% restocking fee / cancellation fee under the conditions identified below. If you are still in doubt after taking these into consideration, contact us and we will review your concerns.

WILL I BE CHARGED A RESTOCKING FEE OR A CANCELLATION FEE IF I RETURN ITEMS OR CANCEL AN ORDER?
No fees are charged for returned items or cancellations UNLESS they fall under the following categories and if so, then a 20% restocking/cancellation fee is applied before a refund is issued: 1. Returns of more than three items, 2. Items that have to be repackaged or are damaged and cannot be resold as originally sent (such as returned items possessing cigarette odor), 3. For orders returned without contacting us first and receiving an RMA number (Returned Merchandise Authorization #), 4. For cancelled custom orders including custom-cut lengths of cord or necklaces in which the cord has already been cut in preparation for assembly, and 5. When items are returned from a recent order but "expired" items (older than 60 days) from a past order are added/disguised as part of the recent order's return. As always, you may contact us with your concerns and we will help determine the amount due to you.



IF THERE IS A PROBLEM WITH YOUR ORDER, WE WILL DO OUR BEST TO FIX IT FOR YOU. SO PLEASE CONTACT US AND ALLOW US THE OPPORTUNITY TO DO SO.


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DELAYED OR LOST PACKAGES

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I HAVEN'T RECEIVED MY ORDER YET. WHY NOT? WHERE IS IT?
When your order shipped, you were automatically sent an email with shipping information from either UPS or our store on behalf of U.S. Mail. If your spam filter allowed the email through, you have the date of shipment and any tracking info that was provided. Please compare the date of shipment to the time-frame estimated for your shipping choice to determine if the package is, in fact, delayed. Keep in mind that the time-frames provided only refer to business days (M-F) and are exclusive of weekends and postal holidays. If you selected an option that provided a tracking number, you may enter that number at any time on the website of the carrier you selected (UPS or USPS) to determine the current status of your package. Typically, there are few delays but when they do occur, most are due to incorrect address information or the package could not be left at the location for some reason and a delivery needs to be re-attempted. In this instance, UPS automatically makes another attempt to deliver but the US Post office will leave a post-card for you (looks like junk mail - don't throw it away!), telling you to contact them to reschedule the delivery or claim your package at the post office.

MY PACKAGE MUST BE LOST. WHAT DO I DO NOW?
For Packages sent by US MAIL - It is extremely rare that a package is really lost. In most cases, the package will eventually arrive at its destination after it has sat in your local mail distribution center for a few days (or in customs for International orders). Once notified, we can provide general shipping information indicating when the package left our store but detailed shipping information of the package's current location and whether it was delivered or not can only be provided if you selected US Priority Mail or US Express Mail as your shipping option (Note: First Class for domestic mail has limited tracking but International First-Class cannot be tracked). For domestic orders, if tracking documentation exists that indicates the package was successfully delivered to your location but you dispute that this is accurate (after checking with other household members or neighbors or business associates who may have accepted it on your behalf), we can contact the post office and request that they initiate a trace to identify the actual address the package was delivered to. The post office will provide a case number for us to forward to you and then they will contact you directly by phone to discuss the case with you. Afterwards, they will follow-up with you to inform you of their findings, usually within a couple of business days. If you do not hear from them within that time, call the USPS customer service and supply them with the case number you were provided so they can access the case information and the search results. For International orders, please read our shipping policies and procedures under the International Orders link for information regarding your particular country.

For Packages sent by UPS- Again, it is extremely rare that a package is really lost. Typically delays in UPS delivery only occur if there is misinformation in the delivery address or the package had to be rescheduled for delivery due to unusual circumstances. However, UPS does provide a tracking number that allows the customer to sign on to the UPS website and find the shipping details of the package in question and its current location. If you have misplaced this number that was automatically emailed to you when the package shipped, then you can contact us and we can provide that number to you again. If the tracking information indicates the package was successfully delivered but you dispute that this is accurate (after checking with other household members or neighbors or business associates who may have accepted it on your behalf), we can contact UPS and request that they initiate a trace to identify the actual address the package was delivered to and they will contact you with their findings.

IF YOU WANT US TO RESHIP AN ORDER - We can create another order for you, duplicating the original order and charge it to your account accordingly. Then when the original order that was shipped is located, you can return it for a refund of the items, if you choose to do so.


Satin Cord - Rattail

PRIVACY / SECURITY ASSURANCE

Satin Cord - Rattail

Our website uses Authorize.net to provide the highest level of transaction processing security, safeguarding customer information and combating fraud. Also, we have an opt-in e-mail list protected through SafeScribe for which you have the option to sign up and which you may opt out at any time. 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.


Satin Cord - Rattail

OUR COMPANY

Satin Cord - Rattail

The Satin Cord Store is a division of La Stella Celeste, Inc.

Based in Jacksonville, FL on the east coast of the United States, we are an online store that ships worldwide to our customers. Globally, we have the largest selection of satin cord colors available in one location and are happy to supply our customers with all their satin cord needs. We have been listed in several craft books and websites by well-known knotting artists such as Suzen Millodot, Becky Meverden, and Kim Sang Lan as their main resource for the satin cord used in their projects. We appreciate our customers and make every effort to ensure that their experience with our company is a successful and pleasant one.