How do I return an order to Vanderblits.com?
Vanderbilts.com wants you to be delighted with your purchases. After you receive your order, if you want to return or exchange an item, please complete the easy Credit/Exchange Request Form prior to shipping the item(s) back for credit or exchange. It's that's easy! Here's how it works:
1. Submit your return/exchange request using this form.
2. Follow the instructions on the form; click here to locate our return shipping address.
3. Mail or UPS your package to us.
When we receive the item you've returned in the original box, in like-new condition, we'll get your replacement item shipped or credit issued as soon as possible. We will send you an email that confirms your return/exchange and provides you with a record of your request.
NOTE REGARDING REFUNDS: As soon as you return your item(s) to us, and it's received in our system, we will quickly send a refund request to your bank. Please note that while the funds are instantly deducted from our account, some banks are taking up to a week to process and post these refunds to their customer's accounts.
How can I track my order?
How can I change my order or add to it?
Once you've submitted your order, it's important for you to know that in-stock items are generally processed for shipment within 24 hours, or on the next business day if the order is received on a weekend.
Contact our Vanderbilts.com customer service dept. by email or phone (1-888-844-9199), to request a change in your order. If the order has not been processed, we'll gladly make adjustments to ensure your order is processed as you intended!
What is your backorder policy for items that are out of stock?
In the event an item is temporarily out of stock when you place your order, we will check on deliverability with our manufacturer and contact you with a ship date if it can not ship immediately. Note that we keep any items on order, unless you instruct us otherwise or the manufacturer informs us the item is not timely available.
I am purchasing items as a gift, and the recipient shares an email address with me. What info will the confirmation email contain?
Yes, e-mail order and tracking requests will contain information about individual items in your order. You may want to inform the gift recipient not to open the confirming email, so that you may keep it a surprise!
Can I place my order by email?
For your security, do not at any time include your credit card number or any other sensitive customer information in an e-mail to us, or any other merchant. If you do not wish to use our secure server, you can always place your order by phone 1-888-844-9199, by fax 785-456-9599 or by mail to Vanderbilts.com, 500 Lincoln Ave, Wamego, KS 66547.
When will my credit card be billed?
Your credit card will first be checked for proper authorization with your local bank. When your order is processed for shipment, it is billed as processing is completed.
Will I be charged sales tax on my order?
Currently we only charge sales tax on orders shipped to Kansas or Missouri addresses, as this is where we have retail brick and mortar stores located.
Can I use my gift card to purchase online?
Yes! We are pleased to redeem Vanderbilt's gift cards for on-line purchases.
I forgot my password. What do I do?
How do I change my email address or password?
If you have a different email address than you previously used to shop on our site, enter information as a "First Time Shopper" and fill out the form using your most current and accurate information.
What is your policy for returned checks due to insufficient funds?
Checks returned for insufficient funds may charged a $50.00 service fee.
How do I order a product carried in the store, that is not on your website?
You can use email or call our Customer Service 1-888-844-9199 to see if an item is available for us to ship to you.
Do you take international orders?
At this time, we do not offer international orders other than military services.
What is a CCV number and why do you require it for purchase?
CCV stands for Card Code Verification. The CCV number is a three or four digit number on your credit card, in addition to your account number. This number was created to help protect you (and other merchants) from credit card fraud. Essentially someone must have actual possession of your credit card to make a purchase online/over the phone. We require the CCV number on credit card so that someone with just a credit card number is unable to use it. This number is not stored on-line or retained by Vanderbilts.com. The CCV is found on each of the following cards in these places:
Visa: The CCV is a three digit number on the back of your Visa card. The full credit card number is reprinted in the signature box, and at the end of the number is the CCV.
MasterCard: The CCV is a three digit number on the back of your MasterCard. The full credit card number is reprinted in the signature box, and at the end of the number is the CCV.
Discover: The CCV is a three digit number on the back of your Discover card. The full credit card number is reprinted in the signature box, and at the end of the number is the CCV.
American Express: The CCV is a four digit number on the front of the card above the credit card number on either the right or left side of your Amex card.
Was my credit card charged twice or overcharged?
At Vanderblits.com we bill your credit card as your order is processed and shipped. Please note that when we receive your credit card order, the amount required for purchase must first be authorized by our credit card payment processor. Authorization effectively reserves the amount of your purchase on your credit card account, but in no instance does authorization create a duplicate charge to your credit card account. Please do let us know if you have a concern by emailing or calling our customer service at 1-888-844-9199.
Do you ship to Canada?
At this time, we do not ship to Canada.
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